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.

Dear GinoS,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I send you the full e-mail transcription

I just want to close my account permantly !

Hi GinoS,

Thank you for your message.

I completely understand that you wish to close your account permanently, and I must say I find it very concerning that this does not seem to be properly possible with this casino, especially given that you clearly mentioned your gambling addiction multiple times.

At the same time, in order for us to assess your case correctly, I would like to clarify one important detail.

You mentioned a total disputed amount of €4,250. However, based on the information provided so far, I can clearly identify losses of €2,100 (from 30.03. to 01.04.), which occurred very shortly after your self-exclusion request. In such cases, casinos are usually allowed a short timeframe to process the request, meaning these specific losses may not be eligible for a refund.

• Could you please clarify when exactly the remaining losses (the difference up to €4,250) occurred? This will help us determine which transactions could potentially be considered.

In the meantime, I would strongly recommend taking an additional protective step — if possible, please ask someone you trust (a family member or close friend) to change the password to your casino account so you are unable to access it. This can help prevent further losses while we are reviewing your case.

Thank you in advance for your clarification. I’m here to help and will do my best to support you in this situation.

I calculated al my deposits after i begged them for a closure.

Hi GinoS,

Thank you for your message.

Could you please take a moment to review my previous questions and provide the requested details? This information is important for us to properly assess your case.

Thank you in advance for your cooperation.

I don't even care about the refund i just want my account closed!

Dear GinoS,

Thank you for your cooperation and for providing all the necessary information.

I also understand and acknowledge that, at this stage, your primary concern is no longer the refund itself, but ensuring that your account is permanently closed due to your gambling addiction.

At the same time, I would like to point out one important detail regarding the refund aspect of the case. If we had access to the email you sent prior to the casino’s message from 27.02. — the one where the casino asked you to confirm that you were "in full control" of your gambling activity before reopening the account — this could potentially have significantly strengthened the argument for requesting a refund of the later losses. This communication is relevant in the context of responsible gambling procedures.

At this stage, however, our main objective is at least to obtain a clear statement and explanation from the casino regarding how a self-exclusion request from a player explicitly mentioning gambling addiction could effectively result in only a one-month closure period, after which the account became active again.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@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.

Dear GinoS,

It is a pleasure to connect with you virtually. My name is Kubo, and I will be managing your complaint from this point forward.

If there have been any updates or new developments since your last communication, please feel free to share them with me.

As part of our standard procedure, I would typically invite a representative from Wettson Casino to join this discussion. However, as they have not yet registered a representative account on our platform, they are unable to respond directly within this thread at this time.

Nonetheless, I have reached out to their team through an alternative channel, providing them with the details of your issue and inviting them to create a representative account on our platform. I will keep you updated here as soon as I receive any information.

Thank you for your understanding and patience during this process.

Best regards,

Kubo

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 GinoS,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo