The player from the United Kingdom faced forfeited funds due to a canceled withdrawal and claimed he had not breached any terms. He contended that the casino's reasoning was invalid, as his verification documents had been approved six months earlier and he did not use VPNs. He said a £500 withdrawal was canceled and £420 was forfeited, while his account remained accessible and his verification had already been passed with ID, utility bill, and bank statements. We closed the complaint because the activity involved sports bets and sports bonuses, and we did not have sufficient expertise to fairly assess the casino’s investigation or confiscation decision.
Wettson Casino - Player's funds have been confiscated.
Closed
Our verdict
Other
Amount: £420
Wettson Casino
Safety Index 2.0 Very lowCase summary
Discussion
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1 month ago
My withdrawal was cancelled and my funds were forfeited.
The email i received is not valid and at no instance i have breached their terms and conditions. This is a clear theft of money on not reasonable grounds.
The bonus they mentioned was available.to be used 3 times and it was automatically added when i was depositing.
In addition, my verification documents have been verified 6 months ago.
I also dont use vpns. I actually do not even know how to use a vpn
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wettson Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Did the casino return any balance to you?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share a screenshot of the bonus you activated?
- Which documents were requested from you during the verification of your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Hello thank you for your email.
The withdrawal was for £500 and they cancelled it and forfeited £420.
My account is accessible and i can login.
I played slots and sports betting but the bonuses were relating to sports betting free bets. Screenshots attached.
Verification was passed 6 months ago. I shared my driving license, a utility bill and my bank statements. Attached screenshot as well.
Thanj you
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1 month ago
Thank you for your reply, Savvasjos.
I’m sorry to say I don’t have good news. If your activity involves sports bets and sports bonuses predominantly, it’s likely the casino detected activity that prompted confiscation. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.
