Wettson Casino - Pelaajan voitot on takavarikoitu.

Dear Casino Guru Team,

I am writing to file a formal complaint regarding an online casino and the unfair confiscation of my winnings.

I played on the website wettson.com, operated by Green Champions Ltd. I requested a withdrawal of €800, but this withdrawal was suddenly cancelled. The casino then removed €755.01 from my balance and only returned my original deposit of €45.

The casino claims that I violated their Terms & Conditions. However, I strongly deny these accusations and would like to clearly state the following:

I have never used a VPN or attempted to hide or manipulate my IP address

I did not use any bonuses while playing

All documents I submitted during verification are authentic and belong to me

My account was fully verified and approved before this issue occurred

I have not engaged in any fraudulent or unfair activity

Despite this, the casino confiscated my winnings without providing clear or sufficient evidence to support their claims. I feel that my money has been taken unfairly and without justification.

I have tried to resolve this issue directly with the casino, but I have not received a satisfactory explanation or solution.

Therefore, I kindly ask Casino Guru to:

Investigate this case thoroughly

Contact the casino on my behalf

Help me recover my confiscated winnings (€755.01)

I am ready to provide all necessary evidence, including emails, screenshots, and verification documents.

Thank you for your time and assistance. I hope for a fair resolution.

Kind regards,

Me

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.

Dear m.li07,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you ever utilized any bonuses at Wettson Casino? If possible, could you please attach a screenshot of your bonus history?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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,

Attila

Dear Attila,

Thank you for your response and for looking into my case.

I would like to clarify the following points:

I have played both casino games and sports betting on the platform.

I have not used any VPN at any time while accessing my account.

I have not used any bonuses. In fact, I cancelled all bonuses that were offered to me.

All the documents I submitted were accepted, and my account has been fully verified.

There is no one in my household, nor anyone using the same IP address, who has created or used an account at this casino. Additionally, no one in my family participates in any form of gambling.

Based on these facts, I believe I have fully complied with all terms and conditions, and therefore I am entitled to receive my funds.

I kindly ask you to review my case again and proceed with resolving this matter as soon as possible.

Thank you in advance for your assistance.

Best regards,

m.li07

Dear Player, thank you for your response. Could you please forward the documents you provided to the casino for verification? You may send the information to my email address: attila.g@casino.guru.

Additionally, could you please attach a screenshot of your complete bonus history?

Thank you very much for your patience and cooperation.

I have sent all relevant documents

Dear m.li07,

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, Jana (jana.k@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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear m.li07,

I sincerely empathize with your situation regarding the blocking of your account. Please rest assured that I will reach out to the casino promptly in order to address and resolve this issue. Additionally, I would like to invite a representative from Wettson Casino to join this discussion and assist in resolving your complaint.

Dear Wettson Casino,

could you kindly clarify the reasons behind the player's account blockage? We would appreciate it if you could provide any relevant evidence to support your explanation. You may include your statement and any supporting documents here, or send them directly to my email address at jana.k@casino.guru.

Thank you very much for your cooperation and assistance in this matter.

Best regards,

Jana

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana