The player from Switzerland reported that his account at Wazbee Casino had been permanently blocked, resulting in the confiscation of his legitimate winnings totaling CHF 33,000. The casino accused him of multi-accounting, referencing an inactive account belonging to his girlfriend, and he argued there was no misuse of bonuses or intentional fraud involved. After reviewing the evidence provided by the casino, the complaint was rejected as unjustified because the player's account was linked to multiple accounts created or accessed from the same device or location, which violated the casino's Terms and Conditions. It was explained that multi-accounting undermined fair play and could cause financial losses to the casino. The player was advised to adhere to the casino's rules in the future.
Wazbee Casino - Player’s winnings have been confiscated due to account closure.
Unjustified complaint
Amount: 33,000 CHF
Wazbee Casino
Safety Index 8.8 HighCase summary
Translation
Dear CasinoGuru Team,
I hereby file an official complaint against Wazbee Casino. My account has been permanently blocked and legitimate winnings of CHF 33,000 have been confiscated.
Background:
The casino is accusing me of "multi-accounting" (violation of clauses 2.1 and 3.2). There is indeed an account belonging to my girlfriend, but it has never been used (no deposits, no games, no logins).
My arguments:
No bonus abuse: I never claimed any bonuses, neither on my account nor on the inactive account. Therefore, there was never any financial advantage gained through the second account.
Inactivity of the secondary account: Since my girlfriend's account was never actively used, there is no intentional fraud or unfair play.
Disproportionality: Withholding CHF 33,000 based on a purely formal error without any actual damage to the casino is grossly disproportionate.
I have already tried to clarify the matter with Wazbee support, but only received a standard rejection. I kindly request your mediation in this case to achieve a fair payout of my winnings.
I will gladly provide you with all relevant screenshots (profit, account balance, communication with Wazbee).
Best regards,
Samuel E.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When exactly did you create your account at this casino?
- When did your girlfriend create her account?
- Have either of you used the same device to access your respective casino accounts?
- Has your girlfriend filled out her account with accurate and complete personal information?
- What types of games did you play to accumulate your winnings?
- Have you made any successful withdrawals from this casino in the past?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationDear Ladies and Gentlemen
My account was created approximately 5 months ago.
My girlfriend's account was opened about 3 months ago. It was never used or had any deposits made.
It's possible that she logged in via the same Wi-Fi network.
She registered with the correct information.
The winnings were achieved using slots from Pragmaticplay and blackjack.
Yes, several payments have already been made.
The money was won without bonus money and was deposited by the player themselves.
Kind regards
Dear eisenking
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
TranslationHello Jakub,
I have received a final rejection from Wazbee, which I will not accept in this form.
Wazbee message:
"Dear Mr. Eisenring, we have reviewed your statements... Our decision is based on a combination of technical and behavioral indicators... The ban also applies to accounts within the same household, regardless of activity, intent, or financial loss to the casino. This decision is final."
Here is my urgent statement to illustrate the seriousness of the situation:
The casino's behavior is contradictory: They have processed several payouts to me without any problems in the past. At that time, my girlfriend's account already existed. The casino therefore verified my account and found it to be legitimate. It is absolutely unacceptable that the same situation is now suddenly being considered a serious violation when a large win of CHF 33,000 is involved. This clearly gives the impression that they are simply looking for a pretext to refuse the payout.
Pure arbitrariness and enrichment: Since no bonus was used, the casino suffered no financial loss. Withholding CHF 33,000 in pure real money winnings due to an inactive secondary account is not a security measure, but rather an unjustified enrichment at the expense of my legally earned profits.
Virtually impossible "indicators": The casino claims to have "behavioral indicators." Since my girlfriend's account shows 0 logins, 0 deposits, and 0 games played, this claim is practically impossible. I demand, through you, that the casino fully disclose these alleged indicators.
Violation of fair play standards: Demanding CHF 33,000 for a formal error that cost the casino nothing and which they ignored in previous payouts is unethical and predatory.
To Jakub: Please make it clear to the casino that I will not let this matter rest. If a fair solution is not found, I will:
Officially contact the relevant gambling authority.
Publish the case in detail on all major player forums (Askgamblers, Trustpilot, etc.) to warn others about this practice.
I expect the casino to operate according to Casino Guru's fair play rules and pay out my real money winnings.
Thank you so much for your efforts, Jakub!
Dear eisenking,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Wazbee Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Wazbee Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
TranslationHello Kubo,
Thank you so much for taking on my case. I greatly appreciate your support in resolving this matter.
Important addition regarding transparency:
To prove that the other account belongs to a real, existing person and not a fake account I invented, my girlfriend is always ready to undergo a full KYC verification process (ID card, proof of address, selfie) if requested by you or the casino.
According to Casino Guru's Fair Gambling Codex, the confiscation of legally won winnings amounting to CHF 33,000 based purely on a "preventive" household rule – without any evidence of unfair advantage or bonus abuse – is unjustified [Casino Guru].
I will now wait and see what official evidence and records the casino presents.
Best regards,
Eisenking
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello eisenking,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear eisenking,
After a thorough review of your case, I would like to share the results of our investigation.
Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.
The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.
For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.
Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!
Best Regards,
Kubo
