Wettzo Casino - Player’s withdrawal has been delayed.

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Dear Gam3r_C,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Important Update – Wettzo has now cancelled my withdrawal

I have received a new email from Wettzo regarding my £600 withdrawal.

They are now claiming that my withdrawal was cancelled because their review allegedly found "multiple duplicate accounts" associated with me.

This is the first time they have explicitly given this reason for cancelling my withdrawal. Previously, I was told that my withdrawal was still under review and that the matter had been referred to the relevant department. I was also previously told that there were "technical improvements" and that my funds were safe.

I completely dispute the allegation that I have multiple accounts. I have only one Wettzo/Wettzo2 account and I have not knowingly registered or operated any other account with them.

Importantly, Wettzo has provided no evidence whatsoever of the alleged duplicate accounts. They have not identified:

The account ID(s) they claim are duplicates.

When the alleged accounts were created.

The email address(es) associated with them.

Any evidence linking those accounts to me.

Any explanation of what specific information led them to conclude that I operated multiple accounts.

Instead, they simply state that maintaining multiple accounts violates their rules and that my withdrawal was therefore cancelled.

They also state that once duplicate accounts are closed, "all associated bonuses and funds will be forfeited." This is particularly concerning because they have not established that I have any duplicate account, nor have they explained why my legitimate £600 balance should be forfeited.

My account was fully verified, and I have been waiting for this £600 withdrawal since 17 September. The withdrawal was initially shown as pending. After repeatedly contacting them, I was told that the matter was still being reviewed. I have now received this new explanation and the withdrawal has been cancelled.

I have not been given a reasonable opportunity to challenge the alleged duplicate account before my funds were cancelled.

I would therefore appreciate Casino Guru’s assistance in asking Wettzo to provide actual evidence supporting this allegation, rather than simply relying on a general reference to their terms and conditions.

I would also like Wettzo to explain the change in their explanation for the delay and cancellation, as the reason now being given is different from the explanations I previously received.

I continue to request the return of my £600 withdrawal and do not accept the forfeiture of my funds based solely on an unsupported allegation of duplicate accounts.

I am happy to provide Casino Guru with the new email from Wettzo as evidence.

I’m sorry to hear about your negative experience with Wettzo Casino. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do I understand correctly that your account is fully verified?
• Could you please advise how long you have been a player at the casino?
• Have you accumulated your winnings with or without an active bonus?
• Could you please provide screenshots of the casino's allegations of a duplicate account?

Thank you very much in advance for your reply.

Hi,

Thank you for getting back to me. Please see my answers below:

Duplicate account / same IP: No. As far as I am aware, nobody in my household has created or used another account at Wettzo, and I have not created or used any other account myself. I have always maintained that the duplicate-account allegation is incorrect.

Verification: Yes, my account is fully verified. Wettzo has previously confirmed that my account is fully verified.

How long I have been a player: I have been using the casino for several months.

Bonuses: The funds I am trying to withdraw were accumulated without an active bonus.

Evidence of the duplicate-account allegation: Yes, I can provide screenshots of the messages from Wettzo where they referred to duplicate accounts/other accounts being linked to me. I will attach the relevant screenshots to this message.

The main issue is that my £600 withdrawal requested on 17 September was left pending for an extended period and was eventually reversed back into my casino balance. I was subsequently able to make a £50 test withdrawal, which was successfully received yesterday. I then requested another £150 withdrawal, which is currently showing as pending.

I hope this additional information helps. Please let me know if you need any further screenshots or evidence from me.

Thank you for your assistance.

I requested a £150 withdrawal, but I still have not received the money, and it has now been more than 48 hours.

I contacted Wettzo2 live chat today to ask for an update. My message was read, but the chat was then closed without giving me any response. I have now found that the live chat has been blocked/disabled for me again, so I am unable to contact them through the chat.

This is particularly concerning because they previously processed and paid my £50 test withdrawal, which showed that withdrawals to my Revolut account were possible.

I am now waiting for the £150 withdrawal to be processed and for access to customer support to be restored. I will provide another update if I receive the funds or any response from Wettzo2.

Wettzo has contacted me again regarding my outstanding withdrawal.

They have now extended the response time by another 24 hours, stating that their finance department is still working on my case and that they will contact me once they receive a response.

This is yet another extension after I have already been given several different timeframes, including 24 hours, 90 minutes and other promised response periods, none of which resulted in my withdrawal being resolved.

I am still waiting for my outstanding withdrawal to be processed and paid.

I have remained fully cooperative throughout the process, and my account has previously been shown as fully verified. I have also repeatedly asked Wettzo to address their previous allegation that I have multiple accounts. This has still not been properly explained or supported with any evidence. I have only ever had one account with Wettzo.

At this stage, I am concerned that the finance review is simply being extended indefinitely rather than the issue being resolved.

I have replied to Wettzo requesting a clear and final resolution within the next 24 hours, rather than another extension.

I will update this complaint again as soon as I receive a further response or, hopefully, the withdrawal.

Dear Gam3r_C,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@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.

Kind regards,

Jean

Hello Gam3r_C,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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 Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, 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 situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

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

Kind regards,

Barbora