Wettson Casino - Player’s account closure request is denied.

Hej, jag har under flera månaders tid förklara för casinot Wettson att jag önskar att stänga mitt konto pga beroendeproblematik. Jag har förklarat att jag inte har råd med räkningar och att spelandet förstör mitt liv. Jag blir hela tiden hänvisad att jag måste skicka in en officiell uppsägning av kontot till kundtjänst varpå de inte förser mig med kontaktuppgifterna.

För någon månad sen lyckades jag få kontakt med dem och blev ombädd att fylla på ett fysiskt formulär och skicka tillbaka till dem. Detta är omöjligt för mig då jag saknar skrivare. Vid ytterligare kontakt då jag verkligen bett dem att stänga kontot pga konsekvenserna för mig hänvisar de återigen till samma procedur.

detta känns helt orimligt att det får gå till såhär och har kostat mig enormt mycket stress, sorg och ekonomiska konsekvenser.

jag önskar hjälp med att de stänger mitt konto , jag har även förhoppning att de kan ta ansvar över sin respektlösa hantering gentemot beroendeproblematik och återbetalar hela summan jag satt in från och med att de först fick kännedom om min sjukdom men försvårade stängning av kontot.

snälla hjälp mig!

vh Eddie

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Dear eddienilsson54528,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"At the bottom of the casino's website, you can find the Anjouan Gaming license validator. By clicking on it, you can access the self-exclusion option and submit your request directly through the Anjouan Gaming platform."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion and did they navigate you to the Anjouan Gaming License validator?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Thank you for your message.

I have repeatedly contacted the casino and clearly stated that I wanted to close my account and self-exclude. Each time, I was referred to their email support.

However, when I contacted them by email, they never informed me about the option to self-exclude through the Anjouan Gaming license validator. Instead, I was only instructed to print out a form, fill it in, and send it back to them.

I explained very clearly that I was unable to complete and return the form in the requested manner, but they simply repeated that I had to fill out the form. At no point did they direct me to the self-exclusion option through the Anjouan Gaming platform or explain how I could access it.

What I find particularly concerning is that even now, after learning from you that this self-exclusion option exists, I am still unable to find where or how I can actually access it and self-exclude myself through the license validator. If I cannot find the option even knowing that it exists, it is difficult to understand how I was expected to find it on my own without the casino providing any guidance.

I have sent the relevant documentation and correspondence to your email address for your review.

Thank you very much for your assistance. I look forward to hearing from you.

Kind regards,

Eddie

An important detail is that the casino has allowed me to make deposits exceeding my stated deposit limit.

My maximum deposit limit is €3,000, yet last month I have documented losses amounting to €5,387. The casino has so far refused to explain how it was possible for me to deposit and lose more than my applicable deposit limit. They have also refused to provide any reimbursement or correction regarding the amounts deposited above the limit.

I have repeatedly asked the casino to explain how this could have happened, but they have refused to provide a satisfactory answer or take any corrective action.

There is also a separate issue concerning how my deposits have been treated in relation to a bonus. The casino has applied deposits to a bonus that had already been consumed. Now that I am trying to make a withdrawal, they have classified my entire balance as bonus balance, effectively preventing me from withdrawing my funds.

The casino has also refused to properly explain or correct this issue.

I can provide a much more detailed description of the entire sequence of events, including the relevant transactions and communication with the casino. However, my immediate priority is to have the account properly blocked and to recover the funds that I should not have been able to deposit in the first 

Dear eddienilsson54528,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Wettson Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Wettson Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Karla M.