The player from Poland had his account closed by the casino due to a suspected gambling addiction. He had asked for the return of all his deposits, which totaled 160 euros. The player had confirmed that the casino had initiated the account closure and his balance was zero at the time. We had explained that since the self-exclusion was not requested by the player and his balance was zero, we couldn't assist further. We had suggested the use of our Self-Exclusion Assistance Tool and had advised seeking professional help for gambling problems. The complaint was subsequently closed.
Wazbee Casino - Player's account has been closed due to gambling addiction.
Amount: €160
Wazbee Casino
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8.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
The casino said I was addicted to gambling and decided to close my account. As a gesture of goodwill, I confirm their thesis and demand the return of all my deposits in the total amount of 160 euros on my jeton wallet.
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8 months ago
Dear koVVal92,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that the casino blocked you on their own initiative, and it wasn't you who contacted them with the request to self-exclude due to gambling addiction?
Could you kindly advise what the balance in your account was when the casino closed your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
That's right. The casino blocked my account, but I understand their initiative and agree to it. My balance was 0.00 eur when casino closed my account. Thanks to playing in this casino, I lost control over my spending and it contributed to the deepening of my gambling problem. It is thanks to wazbee casino that I have become a different person than before.
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8 months ago
I'm sorry to learn about the issue you're experiencing.
Regrettably, since your account balance was already zero at the time the casino initiated the self-exclusion process, and it was not at your request, we are unable to provide further assistance in this matter.
Our policy enables us to assist players who request self-exclusion but encounter issues when the casino fails to exclude them, allowing them to continue making deposits.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link: https://casino.guru/problem-gambling-help-centers#cnt_87=true
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help.
Best regards
Veronika
