WestAce Casino - Player's account has been closed.

⁵complain against WestAce Casino

my account in WestAce has been closed since 4 mai 2026 finally but despite that the casino allowed me to reopen it with out request to reopen it again and continue depositing and gambling i deposited 407 euro after i lost the money I realized that my account should never have been reopen i believe that the casino failed to follow responsible gambling and closure procedures i contact the casino several times requesting a refund and an explanation but I have not received a proper resolution and I have also opened a dispute with my bank because they payment were processed by third-party payment provided i kindly ask Casino Guru to investigate this case to help me obtain a fair resolution including a refund of my deposits if appropriate thank you so much [Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Westace Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account? When was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for the provided screenshots. Could you please confirm whether you currently still have access to your account?

I look forward to your reply.

Yes from 10 july 2026 the account is closed and no access to log in

Thank you very much for the information provided. I have reviewed all of the available evidence, but I was unable to locate your original self-exclusion request that preceded the May 4 account closure. Could you please forward that to me as well? Additionally, would you be able to send receipts for the deposits you have made following the reopening of your account?

I look forward to your response.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok

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, Martin (martin.l@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,

Attila

Hello Misho333,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Dear Misho333,

I am sorry to confirm that, since we have not received any response from the casino, I am unable to continue the mediation and must close your complaint as unresolved.

The information you provided raises serious concerns that your account was reopened despite having previously been permanently closed following your self-exclusion request. This allowed you to deposit and lose further funds. Unfortunately, without the casino’s cooperation, I cannot establish why the account was reopened or secure the requested refund.

Closing the complaint as unresolved will negatively affect the casino’s rating, and your experience will remain publicly available to warn other players. The casino may request that the complaint be reopened at any time if it decides to address the matter.

Considering the gambling-related difficulties you described, I strongly recommend using BetBlocker. It is a free tool provided by a UK-registered charity that can block thousands of gambling websites across multiple devices. It can be used anonymously, supports multiple languages, works quietly in the background, and can be set either as a complete restriction or for selected vulnerable periods.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to our resources, leave the Casino Guru blocking option unchecked during setup. You can learn more through the Global Self-Exclusion Initiative or visit the BetBlocker website.

I am sorry I could not be of more help.

Best regards,

Martin