The player from Germany requests a review of her case with WestAce Casino after her account remains active despite her explicit request for closure due to severe gambling addiction. She continues to face financial losses, received promotional emails, and received only standard replies to her concerns.
WestAce Casino - Player’s account remains open despite self-exclusion request.
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Waiting for Casino Guru to reply
6d 19h 36m 33s
WestAce Casino
Safety Index 4.0 LowCase summary
Discussion
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Public
4 days ago
Translation
I would like to complain about how WestAce Casino handled my case.
On April 17, 2026, I explicitly informed customer service that I suffer from a severe gambling addiction. I requested that the casino close my player account immediately and permanently, as I had lost control of my gambling behavior and had already lost significant sums of money.
To this day, my player account has not been permanently deactivated. Despite my explicit request, I was still able to access my account, make deposits, and continue playing. As a result, I suffered further significant financial losses.
I contacted the casino again afterwards and asked for a goodwill gesture. Unfortunately, I only received a standard reply stating that lost funds are generally not refunded. The specific circumstances of my case were not addressed.
In addition, I even received promotional emails from the casino, including one informing me that I had won a tournament. I find it very problematic that I continue to receive advertising messages and gambling incentives despite having disclosed my gambling addiction.
I believe that a casino should act immediately as part of responsible player protection if a player explicitly states that he is a gambling addict and requests the closure of his account.
I therefore ask Casino Guru to carefully review my case and request that WestAce re-examine my request and find a fair and amicable solution.
Thank you for your support.
Best regards
Amanda *****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WestAce Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@westace.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings WestAce Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
Thank you very much in advance for your reply.
Best regards,
Tomas
