WestAce Casino - Player’s self-exclusion requests are ignored.

Dear Casino Guru,

I would like to file a formal complaint against WestAce Casino regarding their failure to properly handle my repeated self-exclusion requests related to gambling addiction.

Over a prolonged period, I contacted the casino multiple times requesting a permanent self-exclusion because I suffer from a gambling problem. The first mail is from 07-05-2026. I added a screenshot. I have no screenshots from the live chats. During conversations with their live chat support, I was instructed to submit my request via email. I followed these instructions and sent emails clearly requesting the permanent closure of my account and the blocking of any future access.

Unfortunately, I never received any response or confirmation from the casino regarding these requests. Despite informing them about my gambling addiction and explicitly asking for protection measures, my requests appear to have been ignored.

What concerns me most is that after making these self-exclusion requests, I continued to receive promotional emails and marketing offers encouraging me to gamble further. Because my account remained active and unrestricted, I unfortunately continued gambling and suffered losses of approximately €2,500.

I believe the casino failed in its responsible gambling obligations by not acting upon my requests for permanent self-exclusion and by continuing to send promotional material to a vulnerable customer.

I kindly request that Casino Guru investigate this matter and assist in reviewing whether the casino acted in accordance with responsible gambling standards and player protection policies.

Thank you for your time and assistance.

Kind regards,

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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.

• Have you sent any follow-up emails to the casino customer support after your initial self-exclusion request remained unanswered?
• Please forward the full email, along with any subsequent communication you may have had with customer support, to veronika.f@casino.guru.
• Have you contacted customer support via live chat or through any other channels after receiving no response to your email?
• Is your account still accessible, or has it been closed in the meantime?
• Have you completed the full KYC verification process at this casino?

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

Yes. One week later, I sent the exact same email again because I had still not received a proper response to my original self-exclusion request.

In the meantime, I also contacted the live support multiple times and repeatedly begged them to permanently close my account. During these conversations, I clearly stated that I wanted a proper solution and that otherwise I would submit a complaint to Casino Guru.

The only response I received from live chat was that my account had been closed immediately. The rest of my message was ignored, and the chat was ended from their side. I have screenshots of these conversations and I will attach them.

Afterwards, I noticed that I still had access to the account. Therefore, on May 15th, I sent another email requesting permanent account closure, a proper solution, and otherwise informing them that I would escalate the complaint to Casino Guru.

I did receive a response the same day, but again it was not a substantive reply. They only stated that my account had been closed immediately. However, this was again not true. I still have access to the account, I can still deposit money, and I am even still receiving promotional emails.

I will forward the email correspondence to veronika.f@casino.guru and include several screenshots here

as supporting evidence.

Yes, I contacted customer support multiple times through live chat after receiving no proper response to my emails. Unfortunately, I do not have screenshots of every single live chat conversation, and I am unable to access the full chat history anymore.

The casino has confirmed twice that my account was supposedly closed, but this is not the case. I still have full access to the account.

Regarding KYC verification, the casino informed me that completing the full verification process was not necessary.

Thank you for your response and for your emails. I need to create an accurate timeline of events so we can determine the next steps of our investigation.

On 7 May, you sent your first email to the casino requesting self-exclusion. This email remained unanswered.

On 15 May, you sent another email to the casino, and the casino responded on 16 May, informing you that your account had been closed.

• You have mentioned several other emails that you sent — could you please forward these original emails as well?
• Additionally, could you clarify whether you were able to access your account after 16 May, and whether you made any new deposits after the date when your account should have been closed?
• Have you created any new accounts at this casino during this period?

Hello,

I have already provided all emails and screenshots that I still had available. Unfortunately, most of the communication with the casino took place through live chat, and I no longer have access to those conversations. However, the casino should still be able to retrieve these chat logs from their own system.

What is important is that the casino informed me multiple times through live chat that my account had been closed, while in reality it remained fully active. Because of this, I was still able to deposit around €2,500 on 15 May, even after I had already been told that the account was closed.

I also received confirmation by email on 16 May regarding the account closure, yet the account still remained accessible after that point. Only two days ago was the account actually closed, as I can no longer log in now.

Additionally, the casino had already been aware of my request since my very first email on 7 May. Despite this, no proper action was taken for a long period of time.

Kind regards

Did you make any deposits into this casino between 16 May and 20 May?

The last deposits on my account were made on the 15th. However, my first email regarding my gambling problem was already sent on the 7th.

Between those dates, I contacted live support multiple times — at least four times before the 15th. During these conversations, I clearly informed your support agents about my gambling problem. I was also informed by live support that my account had been closed.

As I did not receive a response to my initial email, I continued contacting live support because they were responding to my requests there.

Unfortunately, I am unable to access all of these chat conversations myself, but the casino should still have records of them. I have already attached several screenshots of the live support conversations that I still had. Therefore, I kindly request that all relevant live support conversations be reviewed and disclosed, as they are relevant to my case.

I have reviewed the Responsible Gaming section of WestAce Casino, and this is what I found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@westace.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Based on the available information, self-exclusion appears to be handled via email only.

The screenshots from your live chat conversations do not clearly show the exact date when you contacted customer support. In addition, as you did not receive any response from the casino to your first self-exclusion request from 7 May, and the second request was sent only a week later, we currently have limited evidence to confirm that the casino had received your first request.

You also mentioned that your account is still active despite being informed about its closure. However, your last deposit was made on 15 May, one day before the official account closure.

Could you please confirm whether you are still able to access your account?

I did not make any further deposits because I had run out of funds. I had already lost €2,500.

It is correct that I was still able to log in after the casino had informed me via both email and live chat that my account had been closed. In fact, my account was only actually closed after I informed them by email that I had filed a complaint with Casino Guru.

As I have consistently stated, the communication does exist; however, the correspondence does not contain clear dates because these are not displayed. I contacted them by email, but as can be seen in the live chat transcript, I was informed that my account had been closed because I had not received any response to my email.

If WestAce were to provide these conversations directly from their system, the associated timestamps would be visible and would demonstrate that these interactions took place well before the deposits were made. I understand what their terms and conditions state, but if I receive no response by email, it is only reasonable that I seek assistance through live chat.

It appears that the casino may be relying on the fact that live chat conversations are generally not accessible to players afterwards as evidence.

Would it at least be possible to involve WestAce and request that they provide a complete record of our communications?

Hello Jesst,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jesst,

Thank you for your cooperation and for providing additional details regarding your case.

At this moment, the only evidence we have confirms that you sent an initial self-exclusion request by email on 7 May. However, since the casino did not respond to this email, we cannot confirm with certainty that the casino received or processed this request at that time.

Regarding the live chat conversations, we understand your point that the casino may have access to these records. However, we cannot require the casino to provide chat logs that are not available to us, and the casino is not necessarily obligated to archive all live chat conversations. If the casino states that such records are unavailable, we have no independent evidence that would allow us to prove otherwise. This is why it is important for players to keep their own records of important communications, especially in responsible gambling-related matters.

Based on the evidence available to us, the first confirmed communication where the casino was informed about your gambling problem and requested self-exclusion was your email from 15 May. The casino then confirmed the account closure on 16 May.

Please note that self-exclusion requests are usually handled manually by the responsible departments, as they require time to be reviewed and processed properly. From our perspective, the casino acted within a reasonable timeframe by restricting your account shortly after receiving the confirmed request.

Therefore, based on the available evidence, we cannot conclude that the casino failed to act after being properly informed about your gambling problem, and we are unable to hold the casino responsible for the deposits made during the period when the request was being processed.

For these reasons, we have to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

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