HomeComplaintsWallacebet Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Wallacebet Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Black points: 112

Amount: €800

Wallacebet Casino
Safety Index:Low
Submitted: 17 Feb 2023 | Unresolved : 04 Sep 2023
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

1 year ago

The player from Germany has requested a self-exclusion. Unfortunately, the enquiry was ignored and he was able to reactivate the account. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.

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1 year ago
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This post has been made private by Casino Guru, as requested by the player.

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1 year ago
Requested by the player

This post has been made private by Casino Guru, as requested by the player.

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1 year ago
Translation
Requested by the player

This post has been made private by Casino Guru, as requested by the player.

Private
Private
1 year ago
Requested by the player

This post has been made private by Casino Guru, as requested by the player.

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Private
1 year ago
Translation
Requested by the player

This post has been made private by Casino Guru, as requested by the player.

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1 year ago

Dear hschlue88,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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1 year ago
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Requested by the player

This post has been made private by Casino Guru, as requested by the player.

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1 year ago
Translation
Requested by the player

This post has been made private by Casino Guru, as requested by the player.

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1 year ago

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.

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1 year ago

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.


Dear hschlue88,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

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