Wettigo Casino - Player’s account has been closed without clear reason.

Ich habe bei Wettigo Gewinne/Guthaben von 3400 Euro angehäuft mit Roulette. Dann wurde ich zum Weiterspielen gesperrt mit der Begründung, dass ich mich Verifizieren muss. Ich musste mehrmals die gleichen Dokumente hochladen und auch telefonisch verifizieren. Anschliessend wurde ich tagelang vertröstet und nun zum Schluss wurde mein Konto gesperrt da ich gegen die AGB verstossen hätte. Der genaue Verstoss wurde mir nicht mitgeteilt.

Ich habe keinen Zugriff mehr auf mein Konto.

Dear Adrian91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly you created your casino account and when was it closed?
• Did you receive any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hallo Kristina, besten Dank für deine Nachricht

Hier meine Antworten auf deine Fragen:

Können Sie bitte klarstellen, wann genau Sie Ihr Casino-Konto eröffnet haben und wann es geschlossen wurde?

Eröffnung am 02.01.2025 und definitiv gesperrt am 16.01.2025

Haben Sie eine Bestätigung bezüglich der erfolgreichen Verifizierung erhalten?

Nein aber der Support hat mir mitgeteilt, dass alles in Ordnung sei. Ich wurde hingehalten und vertröstet.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

Ja mit aktivem Bonus. Nur wenig Bonuskapital aber viel Umsatz notwendig aufgrund der Bedingungen.

Thank you very much for your reply, Adrian91. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ist per Mail gesendet

Thank you very much, Adrian91, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Adrian91,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Wettigo Casino to join the conversation.

Dear Wettigo Casino,

We would appreciate a detailed explanation of what and how the players supposedly violated your rules. Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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 Adrian91,

I have received the following email from the casino team:

Dear Mr. Michal K,

 

Thank you for reaching out to us.

In accordance with our Terms of Service, we are unable to disclose any customer information to third parties without the appropriate customer authorisation of representation. To proceed with your request, we kindly ask that you provide the following documents:

A valid power of attorney document proving your authorisation to act on the customer's behalf.

A copy of the customer's ID (front and back).

Depending on the received documents we may further request additional documentation as/ where required.

These documents are required to verify the customer's authorisation of representation and to ensure that we safeguard individual customer data in compliance with applicable regulatory requirements.

Alternatively, the customer is welcome to contact our Customer Support Department directly, and we will be happy to assist them with this matter.

Thank you for your understanding and cooperation.

Best regards,

Marie

Wettigo Team 

While this may not have been the response I anticipated, I recognize that the casino must adhere to specific regulations, which can limit the sharing of crucial information and evidence without explicit consent from the player. If you still want us to assist in advancing your case, kindly send the requested information for the customer's authorisation of representation to me at michal.k@casino.guru

I look forward to your reply

Ja ich kann die Dokumente gerne zustellen aber das ist wieder die gleiche Hinhaltetaktik 🙂

Das Casino hat ja nicht mal auf meine persönliche Anfrage die Gründe etc. genannt weil sie das aufgrund Datenschutzbestimmungen nicht dürfen. Was ja hirnrissig ist, und das Datenschutzgesetz ja mir zukommen soll.

Dear Adrian91,

As I mentioned, I had anticipated a somewhat different reply from the Wettigo team; however, I understand their commitment to adhering to their privacy policy. To assist you further, I kindly ask that you send the previously mentioned documents to michal.k@casino.guru. Additionally, you can send an email to the casino support team that you authorise us to receive all and any information concerning your account from them. Once all this is provided to me and to the casino team, I am hopeful that we can proceed effectively with your complaint towards a satisfactory resolution.

Ist per Mail gesendet.

Dear Adrian91,

Thank you for your email. I will reach out to the casino team again to gather the necessary information and evidence. Hopefully, we can find a way to resolve this case.

Dear Adrian91,

As I have informed you via email, despite being in touch with the Wettigo team and while they have provided some information, it unfortunately does not include the critical evidence needed to substantiate the rule violation you are accused of. The casino has opted not to share this essential evidence due to their privacy policy concerns. Even though I submitted your signed authorization for representation, they have chosen to maintain their original stance. This feels quite unfair, as any rule violation could be clarified if the casino were willing to cooperate.

My recent discussions with the casino team did not lead to any advancements, and in their final response, they reiterated they are firm with their decision, which compels me to classify this complaint as unresolved due to a lack of sufficient evidence from their side. I will be marking the complaint as "unresolved" in our system. I understand this is not the resolution you were hoping for, and I empathize with your frustration. However, the impact of unresolved complaints on the casino's rating may encourage them to reconsider their position. Should they choose to respond, we will reopen the complaint and notify you via email.

If you want to take this complaint further, you can contact the Curaçao Gaming Control Board (GCB) via this contact form. Although GCB does not officially handle disputes between players and gaming operators, they might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option. It is important to ensure that your complaint is submitted in English, as responses may not be provided if it is in another language.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru