Wazbee Casino - Player’s refund is delayed.

Wazbee was supposed to refund me €1510 back to my card ending in 6204 due to having an active exclusion prior to joining their casino.

they have blantly ignored me for 3 executive weeks and won’t respond further to my emails

and I haven’t still received the refund

Dear Bko1234,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible gambling section and I found this:

Standby or cool-off periods / Self exclusion

If you believe that playing games might affect your life in a negative way, we at Wazbee are able to help you. We provide you with the ability to exclude yourself from playing on our site for various periods of time. We offer 24-hour stand-by periods as well as 7 day, 30 day, 2 month restrictions and longer timeouts (only with email confirmation on security@wazbee.casino. When sending an request to security@wazbee.casino, please make sure that this message is directly addressed and not a forward or carbon copy (cc). There is a high possibility that these types of emails will go into Spam and therefore won't be viewed by the relevant department). You will not be able to access the games and/or services of Wazbee. Once you ask for a self-exclusion period, you have to close all tables at which you are playing and log out from your account. Once you have done that, the time out or self-exclusion period will begin. You will not be able to deposit or withdrawal and make inter-account transfers with your Wazbee account. Furthermore, you will not receive any marketing emails or newsletters from Wazbee after your cool off period has been initiated. It is important for Wazbee to receive information about your reasons as to why limit your account. The staff members of Wazbee have been trained in social responsibility and are trained to deal with compulsive gambling behaviour. They are always there to assist you with personal aid or guidance as to where you should go to find further help. If Wazbee recognises that gambling can cause serious financial harm to the Customer it reserves the right to close the players account in order to help overcome any addiction thereof.

Could you please specify the reason for self-exclusion? Please forward me the requests that you sent to the casino. My email address is kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Severe gambling problems and mental problems. No I do not have access…

Thank you for your reply, Bko1234. I am sorry, but I have not received any emails from you. I must emphasize that the self-exclusion request is necessary evidence for us to proceed with a case like this.

All self exclusion requests were done through live chat

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't save the communication and your account is closed, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, 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 on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.