WE88 Casino MY - Player’s account has been closed.

21 April I deposit Rm4500 and play casino game..when I want to made withdrawal Rm13000 but failed ..I contact customer service ,they told me my account under verification and request me send my ID card for verification.After 30min Top management decide the deactivate my account and refund Rm4500 to me only(Rm8500 forfeited)and blacklisted permanently.They didn’t give me chance to explain.As customer service say I against the Game rules.in the wedsite they mention if any issue unsatisfactory ,they will reply within 24hours .But I didn’t get their reply .

Dear yj42sjwp5z,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WE88 Casino MY.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding their decision to close your account and confiscate your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Pls refer email..thanks

Thanks for your reply and the information you provided.

Dear Tomas,

1.17th April start play ,21st April account block and blacklisted

2.withdrawal failed,chat with customer service

3.LIVE GAME

4.Deposit Rm4500…withdrawal Rm13000..meet more than x1 turnover

thanks

Leong

• Could you please advise whether your account passed account verification? Were you asked to submit any documents for verification?
• Could you please explain in more detail ho much you wagered in the casino?
• Which live games did you play?
• Could you please describe your gameplay in more detail?

Please let me know.

Dear Tomas,

1.I’m not sure whether I pass the verification or not ?

They requested my Malaysia ID card and i follow their instructions.

2.if not Forgotten,I deposit Rm4500,1st hand bet Rm4500 win…2nd bet Rm4000 win again .then I try to made withdrawal.I didn’t request any Bonus from them since I know it need to meet certain turnover .Finally they return Rm4500 for me only

3 Evolution Gaming -Baccarat 

4.Bet 2 times baccarat 1st win Rm4500 2nd win Rm4000 total withdrawal Rm13000 but failed only get back Rm4500

Thanks 

Leong

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Thank you very much, yj42sjwp5z, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello yj42sjwp5z,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite WE88 Casino to join the conversation and participate in the resolution of this complaint.

Dear WE88 Casino,

Can you please explain the reasons for closing the player's account?

Kind regards,

Adam

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.

Ok

Dear yj42sjwp5z,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them. You can access the complaint form by clicking on the license validator logo on the casino website:

Please let me know if you need help with this, or how they respond if you do it by yourself (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam