Wazbee Casino - Player’s account has been closed and winnings confiscated.

Wazbee decided to close my account and refused to pay me the 2000 euros from two withdrawals of one thousand euros each. They replied to two emails and then stopped responding altogether. Besides this, they validated my account despite my being a compulsive gambler with a prohibition, which I had specifically informed them about so that they would close my account, but they didn't. This issue is already reported to the DGOJ and through legal channels. But what I want is my 2000 euros from two legal withdrawals I made, as it is my money.

Dear Sergioo1987,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

First of all, Wazbee Casino operates under a license issued by Antillephone, Curacao, and does not hold a Spanish gambling license. This means the casino does not have access to the RGIAJ registry for responsible gambling measures.

Could you kindly specify when you first informed Wazbee Casino about your gambling addiction and requested the closure of your account? Please forward me your account closure request to my email at veronika.l@casino.guru.

Additionally, did you request the withdrawal of your winnings before or after notifying the casino about your gambling problem?

Lastly, could you clarify when exactly the casino closed your account? Was this based on your request, or was it due to a breach of their Terms and Conditions?

Thank you very much for your time and cooperation. I hope we can assist in resolving this issue as soon as possible.

Best regards

Veronika

I previously notified them about a month ago of my problem and that they should close my account. They closed it and then I tried to play again and they validated my account again, my ID etc etc. Therefore, even though they don't have a license in Spain, they already knew that I was a gambling addict and they shouldn't have let me gamble again. After that, I made many deposits for which they didn't have any problem for a month and a half or more. The problem came when I made the two withdrawals of one thousand euros, which is when they decided that the account had to be closed and not pay me my two thousand euros. The account was closed last week and without any kind of notice or anything similar and on their part, I didn't ask for it to be closed. The first time I made the request for closure through the chat several times which they refused to do and up to four times by email until I got it closed.

1. Could you please forward me the email you sent to the casino a month ago where you informed them of your problem? My email address is veronika.l@casino.guru. Please include the casino's reply as well.
2. Could you kindly specify how exactly was your account reopened? Did you request reopening through live chat or email? Was your account verified before the reopening, or did you send your identity documents only after you wanted to reopen your account and play again?

The corresponding emails are already in the DGOJ, and the corresponding complaint has been filed. The only thing I want is my two thousand euros of withdrawals that have not been paid to me, things that can also be proven in court. But I do not want to wait two or three years until it is resolved.

I opened another account and they validated my ID and proof of address and bank details again.

Could you please forward the emails to me as well? As I mentioned earlier, this casino does not hold a Spanish license, so it's highly unlikely that the DGOJ will address your complaint. We would like to continue investigating your case, but first, we need to gather enough evidence from you to determine whether the casino made an error by allowing you to create a new account despite previously being labeled as a gambling addict.

Dear Sergioo1987,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.