VeryWell Casino - Pelaajan tili pysyy avoinna hänen pyynnöstään huolimatta.

I'll try and make it as simple message initially 1. Deposited €800 2. Got my winnings to €10,000 3. Tried to withdraw but didn't have the correct I.D so asked for a block of 30 days to be put on the account while I waited for the correct I.D 4. The block wasn't put on but was able to get my winnings to €16,000 5. Again I asked for my account to be closed to be told they could only put a block of 30 days to be done 6. Again no block, but got my winnings to €35,000 7. I pleaded for my account to be permanently closed because I couldn't stop myself playing and the block wasn't being put in place 8. Got my winnings to €54,000 9. Asked 20 times back and forth for my account to be closed and was told it was probably a technical issue as to why my account  wasn't blocked but was reassured it was 100% done 10. It was not, I ended up playing and playing, loss after loss then trying to win back the losses 11. Again pleaded for my account to be closed at €45,000 and was told Again it was blocked for 30 days 12. It wasn't and I played and played trying to win the losses back betting €200 a time hoping for a big win until nothing was left I wanted to know if I had a case to take the casino to court for the loss

Dear tiffanyjane95, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear tiffanyjane95,

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 have sent the email correspondence between the casino to the email address above 2 days ago

Thank you for your email, tiffanyjane95. Do I understand correctly that you have your balance at 0, and your account is still open?

I have checked your communication with the casino, and it appears that you have never mentioned any gambling problems or an addiction as the reason to close your account. Unfortunately, we cannot ask the casino to refund you the lost funds as they were lost during the gameplay. We can only confront casinos in situations where players explicitly ask for self-exclusion due to gambling issues, and casinos fail to apply any protective measures, which leads to losses.

In your emails, you also refer to UKGC, but it's worth mentioning that VeryWell Casino is not licensed by UKGC, therefore, they are not obliged to follow the policies or restrictions imposed by the UK gambling regulator. It is mentioned in the casino's T&C that identity verification may be required:

4.3. We reserve the right to carry out additional procedures to verify your identity before and after depositing funds into your account. In case you violate the KYC policy, the Company reserves the right to reject any of your applications and/or refuse further service/cooperation. 

Please let me know if there is anything I might have overlooked or misunderstood, otherwise, I will be forced to close your complaint.

Thank you for your understanding.

Dear tiffanyjane95,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru