Wettson Casino - Player's account closure request has been ignored.

I won 3.400 EUR and had a withdraw pending and gues what they took longer as they say. 1 till MAX 3 working days and mine took 4 days CLEARLY on purpose. Then i withdraw 1000 euro and ALSO 4 days. I played on and on and lost the remaining 2.400 EUR. So i was done! I told them to close my account because i have a gambling addiction.

On the 29th of march i asked to close my account permantly.

On the 30th of March i ask for close it due to gambling addiction.

I mentioned to them more then 5 times i have a big gambling addiction and i to close my account permantly because i don't want to gamble anymore. They litterly refuse and they maximum is 30 days closure. However i mentioned i got a BIG gambling addiction.

And guess what 30th of march 1.100 loss 31th of march 500 euro loss 1 st of April 500 EUR loss.

I let them know i got a big gambling addiction and i don't want to play anymore and they do NOTHING.

If they would follow up the online gambing rules i would not lose the 2.100 EUR that i lost in the last 3 days and keep in mind that i losst also another 2.400 EUR the days before that but that one was normally because i did not mentioned anything about my gambling addiction.

I really don't understand how this casino don;t follow up the responsible gamging rules when i CLEARLY mentioned i got a big gambling addiction! I wanted to protect myself and i litterly tried and would have avoid losing the 2.100 euro in 3 days times.

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Dear GinoS,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve been going through.

To better understand your case and assess how we can assist you, I would like to ask you a few additional questions:

• Could you please clarify exactly when you lost the remaining €2,400?
• When was the account closed?

Based on what you have described so far, if the casino was informed about your gambling problem on 30.3. and the subsequent losses (€500 on 31.03. and €500 on 1.4.) occurred shortly after, this may still fall within a reasonable timeframe for the casino to process and enforce account closure. However, we would like to review all details carefully before reaching any conclusion.

If you have any relevant communication, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

30 march i told them to close it due to the gambling addiction at that moment i lost the 2.400 EUR and that is ok because before that i did not told them about a addiction. It is what happened AFTER the 30 of march. I told them multiple times i have a big addiction and want to leave gambling. They keep saying you need to fill in the form. The maximum period is a month but i i want fo close it permantly!

After this i lost above the 2.400 another 2. a 2.500 EUR so that means i lost more the 5k and 2.500 has been lost after i begged to close due to gambling addiction.

My account is still NOT closed!

This is the most important thing:

So that means with a gambling addiction they let you keep playing like they did to me!

If they would follow up the online gambling rules i would have my 2.500 EUR!

Keep in mind the 2.400 EU i lost in the first place i accept however they took and did everything to let me keep playing. Withdraw was canceled for no reason 1 time plus they offer 1 til MAX 3 days and my withdraws took 4 days after i kept reminding them!

Hi GinoS,

Thank you for your detailed explanation, and I’m truly sorry to hear about what you’ve been going through. I understand how serious this situation is, especially since you clearly informed the casino about your gambling addiction.

I’ve reviewed the screenshots you uploaded, however, the last ones appear to be blurred, so I’m unfortunately not able to read them properly. Could you please forward these specific screenshots to petronela.k@casino.guru in full quality? They could be very important for assessing your case.

In the meantime, I would also like to recommend a tool that can really help in situations like this — BetBlocker.

It is a free application that blocks access to thousands of gambling websites on your device. This can be especially helpful when dealing with casinos that do not properly follow responsible gambling rules, as it gives you direct control and protection, regardless of the casino’s behavior.

Sadly, when casinos fail to act on self-exclusion requests, tools like this are often the most effective way to prevent further losses.

Please send the screenshots when you can, and we will continue reviewing your case.