The player from Portugal, who acknowledged a gambling addiction, claimed that after he disclosed the issue to RoySpins and had his account closed, he was approached by Wazbee, owned by the same parent company. Despite undergoing addiction treatment, he was invited to create and verify a new account where he deposited €5000, and he was then requesting a refund. The player insisted that he requested a self-exclusion from all JER-TEAM NV casinos and accused them of illegally using his data. He also claimed that Wazbee was withholding €8040 from him without explanation. However, the casino argued that the player knowingly broke the rule against creating duplicate accounts. After we reviewed the case and the evidence provided, we concluded that the player was not eligible for a refund neither any further amounts and recommended him to seek professional help for his gambling addiction.
Wazbee Casino - Player with gambling addiction seeks refund.
Amount: €5,000
Wazbee Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
A while back, I disclosed to RoySpins that I had a gambling addiction, and they agreed to refund all deposits I had made after they became aware of my addiction.
The company that owns RoySpins, upon learning this, closed my account, but then approached me through this casino, Wazbee.
They invited me to create an account and undergo verification.
In other words, the owner of these casinos, JER-TEAM NV, has full knowledge that I have a gambling addiction and that I am undergoing treatment to fight it, but they used another casino to reach out to me.
I believe I have deposited and spent approximately €5000.
This is a legal fraud, so I request a refund.
Thank you.
Dear Dezanove19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Wazbee Casino.
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Wazbee Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
Yes, I requested a self-exclusion from all JER-TEAM NV casinos, by sending a letter, all in accordance with what was agreed with RoySpins a few months ago.
They confirmed receipt of the letter.
If this is allowed, then self-exclusion is useless!
Jer-team knows about my addiction and came to me through another Casino they created, to take my money!
Dear Dezanove19,
The exclusion is active only for the casino for which you requested it so it is not useless.
Unfortunately, if you did not request it directly from Wazbee Casino, the casino is not obligate to refund anything.
Is there anything else we could assist you with?
self-exclusion was requested from the company Jer Team!
I sent her a letter.
This company illegally using my data and knowing that I am addicted, invited me to play on Wazbee.
Furthermore, I asked Wazbee for self-exclusion via live chat too, on March 27th.
They just sent me an email to ease me into playing.
This company acts illegally and must reimburse me for taking advantage of my illness.
Dear Dezanove19,
I believe we've already sent you a guide how to request for self-exclusion. Did you request for exclusion from WazBee via e-mail? Is there any proof of the chat request?
Dear Dezanove19,
Please forward that live chat conversation (or any conversation directly with Wazbee regarding exclusion) to nikolas.b@casino.guru.
Dear Dezanove19,
Is your Wazbee account currently still open? If not, when did the casino close it?
Please note that as your first mention of addiction was mentioned on 28th of March, any deposits prior to that are not a subject of refund.
it closed a few days later, I don't really know
when.
Anyway, my money?
they don't even respond...
Dear Dezanove19,
We need to know the exact time the casino closed your account and the amount you deposited since 30th of March (best to send a proof of those deposits to nikolas.b@casino.guru).
They closed my account on April 10th.
Since I asked for self-exclusion it has been €5000.
the account is closed, I can't remove the history.
Dear Dezanove19,
On 9th of April you claimed that your account was already closed a few days after your request and now you claim that it was closed on 10th? Please provide true and relevant facts otherwise we will be forced to close the complaint for non-cooperation.
It was the 10th! It had to do with the time.
Why are they always on the side of the casinos?
I accept a refund of 2500 euros to close.
Dear Dezanove19,
We are not on anybody's side we work with the facts only. Before we would contact the casino, please forward your deposit history since 27th of March to nikolas.b@casino.guru.
I don't have the history because I can't log into the account.
Hello everyone.
As we can see, this complaint has gone on long enough, and even though we were not asked, we still see the need to intervene.
Here are a few facts about the case.
The client registered on Wazbee project on March 24, 2024, and made a total of 16 deposits in the amount of 2 710.00 EUR and made 8 withdrawals in the amount of 2 422.00 EUR. Shortly after, on March 28, 2024, we received this letter from the client.
The client demanded a refund of 2000 EUR, despite the fact that he had lost 288 EUR. The operator regarded this message as an admission of gambling addiction and blocked the client's account by sending him a relevant letter.
The client's last login to the account was on 2024-03-28 12:51:18, after that the client could no longer login to the account due to blocking. A few hours later we received another email from the client, with an interesting content.
That is, the client made us understand that if we don't return him 2000 EUR for losing 288 EUR, he will claim 5000 EUR. On the same day, March 28, 2024, the client created this complaint, for 5000 EUR.
We apologize to Guru casino representative for intervening only now. We did not suspect that this complaint will be so long, for the reason that we see no grounds for complaint at all.
Wazbee allowed me to create another account, I used the same document before playing and it says verification. I made deposits worth around 5 thousand euros.
I have a balance of 8040 euros, before withdrawing twice, the security department asked me for more documents and I sent them. Everything was OK!
They approved the documents and the emails even said that if it was for an e-wallet, they would be in the account in minutes.
It's all a lie, Wazbee canceled my withdrawals, withheld the 8040 euros from me and didn't even respond to me.
I'm going to make a specific complaint about the topic.
This Casino lies, withdrawals are not in minutes, it is all fictitious, in addition, they are withholding 8 thousand euros from me, without justification.
I emphasize again, I made the account with the same identification document and they accepted me.
To deposit they allow everything, to withdraw they do this! Careful!
Casino Guru, I want to open another complaint about this Casino, about what I reported above and what happened yesterday.
Wazbee never wanted to know about the complaint, until they withheld the 8040 euros from me without explanation.
Now, they come to respond to a past complaint because they know that there is a weakness in the system and that I would make a new one.
Wazbee is unable to prohibit addicted players from creating new accounts, with the same document and real data. In fact, the account was manually verified by the security department.
I have proof of everything!
I just want my 8040 euros that have been on hold for more than 30 hours and Wazbee doesn't even have the respect to respond to me.
I'm sick, I have depression, this is making me much worse, I've already informed Wazbee and they don't even respond.
This is the respect they have for players…
Please send a confirmation that Wazbee has allowed you to create another account. We don't give such permission, but of course we can't stop you from knowingly breaking the rule against creating duplicate accounts.
The customer created a second account with the email murcacarva2525@gmail.com on May 3, 2024, using personal data, but changing the phone number, because the number specified in the first account, the system did not allow to enter during registration.
But the second account was created on May 3, and this complaint discusses the claim for 5000 EUR regarding the first account registered on March 24.
We will wait for a reply from the forum representative for further discussion.
The identification document was the same and the information was all true.
It was even sent by email to your security department, who accepted everything.
With the thousands of casinos that exist, I no longer even remembered that there was an account in yours.
I did everything, all the checking before playing.
Why won't they let me withdraw the 8040 euros? Will you stay with them?
I did everything correctly, with my identification document and my bank account details.
They let me deposit and play. When I won and wanted to get up, they confirmed everything.
Now they have canceled withdrawals that had supposedly already been made…
They don't respond to my emails, but they respond here.
You lack seriousness!
Wazbee, I am willing to give up this complaint, as long as you give me my 8040 euros, regarding the other complaint that I intend to open and we will avoid it.
What do you think?
It is more than proven that Wazbee only wants to keep my money, the 8040 euros that I have in my account.
They never speak about this, neither here nor respond to emails.
Here is proof of this Casino's bad faith, it wants to illicitly enrich itself with money that does not belong to it.
Wazbee sent me an email saying they confiscated my winnings €8040.
This is not covered by your terms and conditions.
I remind you that their system let me sign up and verify and even completed my deposits!!!
Pay attention to this Casino, they are liars, they accept everything, they check everything and let you deposit, in my case I deposited 4300 euros.
When it comes to withdrawing, you will never receive your money!
CAREFUL!
Once again, Casino Guru lets the deadline run out to side with the Casino!
Oh, it would be so good to have an impartial entity….
Dear Wazbee Casino,
What information based on do you self-exclude a player? If he used the same personal information, shouldn't your system block his access to create the account? How much did the player deposit into the account created on 3rd of May?
They don't respect that. And they left me with 7040 euros!
They still don't give me my money back!
Why don't they respond? They make a person suffer and how much they keep their money.
7040 euros were all he had!
A casino rated with this rating will allow the deadline to end without responding????
The complaint will be now forwarded to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
The deadline was running out for Wazbee to respond and now the timer is starting for Casino Guru to respond????? This is very impartial!!! Shame!
My €7040 is still being held by Wazbee and I have no response!
Everything remains silent and without responding.
Taking other people's money only has one name and we all know what it is...
Dear Dezanove19,
Thank you very much for sharing your negative experience. Please be aware that after informing the casino about the gambling problem, you should neither win nor lose. Therefore, if the casino's explanation is correct and you have totally lost 288EUR (deposits minus withdrawals), you should only be refunded for that amount. Additionally, I can see that the casino offers fast registration. Could you specify which information you provided during registration so the casino could prohibit you from registering and playing matching your first and second accounts?
You also mentioned amounts of 7040EUR or 8040EUR. Could you specify what is meant by these amounts? Are these the total deposits you have made in this casino?
I used my identity card and my real details before depositing.
I deposited a total of 5000 euros and won 8040. The Casino returned 1000 euros, so 7040 are missing.
They accepted my registration and verification and simply kept my money.
Dear Wazbee Casino team,
Thank you for your previous cooperation. May I kindly request you to explain the further situation from your perspective?
Dear Dezanove19,
I have communicated directly with the casino team and have been presented with multiple pieces of evidence regarding your case. Based on all the information provided, I believe you are not eligible to receive any further funds from the casino.
In regards to self-exclusion in RoySpins, according to our methodology, we believe that if you were not explicitly informed that the self-exclusion applied to RoySpins and its affiliated brands, but only to RoySpins, simply creating an account on Wazbee does not justify refund for lost deposits.
Regarding the second account you created with Wazbee, I have observed clear indications of attempts to circumvent the casino's security measures, such as by changing digit on phone number and other.
Concluding the information above, I am forced to close your case as 'rejected'. Since this is not your first complaint regarding this issue, not only with this group but generally on our forum, I highly recommend seeking professional help and refraining from gambling. You can find helpful information here.
An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
