Weiss Casino - Player's self-exclusion request was ignored.

I have told the casino that I have a gambling addiction, I have even sent them emails but they still did not close my account. I feel extremely bad because I played all my money away, they could probably understand that from how I have been depositing money with them. I told them to close my account on November 18, yet I was able to deposit money on November 22 and even log in to deposit 397.1 USD. Is there anything you can do to help me?

Dear mylifeisnotgood,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Self-exclusion section and I found this:

"If You want help determining the impact gambling has on Your everyday life, You can take a self-assessment test such as this one. When Your gambling has become a problem the first thing to do when You notice that gambling has become a problem is to take the necessary steps to make sure You can’t gamble anymore. You can easily self-exclude with Us by contacting our customer support team. When you self-exclude You can feel safe in knowing that You won’t be able to log in and play again in a moment of weakness. For additional protection, there are also software products such as Betfilter and Gamban that block access to gambling sites from Your computer and any other device you might have."

We usually give casinos three business days to close players' accounts when a self-exclusion request has been sent via email. Do I understand correctly that your account still has not been closed? Have you tried contacting the casino via alternative support channels such as a different email address (support.en@weiss.bet) or live chat?

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

Best regards,

Kristina

hi , Weiss! Here is the email i sent you guys 2023-11-18 .. I clearly say that i have a gambling addiction. And i could make deppoisets for 397.1 euro after my request.

I have sent it to you guys, i have clear evedince on this matter. I was told to resend the eamil from the chatt and i did it to as you can see 03:13. Please see you misstake here and hopefully you do the right thing. And casinoguro , can you please help me out here?

Dear Player,

We have identified the cause for your correspondence not reaching our support department. The email address you utilized (support@weiss.bet) , as depicted in the last screenshot, is not referring to our support team. The accurate and up-to-date email addresses for contacting WEISS can be found in the Contacts section on our website. For users accessing the English version of the site, the correct email address is presented as follows: support.en@weiss.bet

We regret any inconvenience you may have experienced in this matter. Please be assured that we strive to address each client's concerns with utmost understanding and diligence.

It says on your website that you should contact support@weiss.bet for game problems, I only followed the instructions.

Dear player,

We appreciate your cooperation in supplying the necessary documentation. Our team is committed to thoroughly investigating all potential factors contributing to the issue you've encountered and will take appropriate actions accordingly. Your valuable feedback holds significant importance in our continuous efforts to enhance WEISS platform.

We sincerely regret any inconvenience caused by the present circumstances. Please be assured that we are dedicated to implementing comprehensive measures to prevent similar issues in the future.

Sincerely,

WEISS Official Representatives

thank you for your understanding, this is how serious casinos handle a situation. I am hoping for a refund as this money was my last money I had this month.

Dear player,

We have thoroughly examined your case and are prepared to initiate the refund process for your funds. To facilitate efficient communication and validate all pertinent evidence, kindly forward the downloaded archive of messages sent to the WEISS support team to the email address: support.en@weiss.bet. 



Detailed instructions on the correct procedure for downloading an archive of messages can be found at the following link to prevent any errors: https://www.androidpolice.com/how-to-export-hotmail-emails/

Thank you for your cooperation

thank you so much, i have sent all the eamils now.

I think 8 points you got from casinoguro is unfair, it should be higher. After this casinoguro should higher the points for weiss casino, there are very low number of casinos with this kind of honesty and help for the players. A true 10/10 casino. Here players are safe.

Dear Weiss Casino, I still haven't received a reply after I sent in the emails with the information you wanted.

Dear player,

We hereby acknowledge the receipt of your email and extend our appreciation for your endeavors in addressing the presented case. The case is presently in work, and we anticipate contacting you shortly to discuss the refund process.

Hello everyone,

Thank you both for your replies and respectful cooperation.

Dear mylifeisnotgood,

Let's give the casino some time so that they can thoroughly review your case and issue a refund. I will keep this complaint open, so please keep us updated here in this thread. Thank you very much for your patience and understanding.

Thanks for your reply Kristina, I'm still waiting for a reply from the casino. Thank you to all parties in this case.

am still waiting, nothing has happend yet, i am verified and i have sent everything to the casino , hope for a answear today! Thanks.

Dear player,

We wish to inform you that a refund has been initiated from our side. Kindly note that banking transactions may incur a processing time beyond our control. We appreciate your understanding and patience in this matter. Thank you for your cooperation.

Dear weiss casino , Were have you sent this money? Could you please send me any type of receipt? Thanks in advance

Dear player,

We wish to inform you that the refund process typically spans a duration of approximately seven days. Regrettably, we are unable to expedite this procedure. Should you not observe any credited amounts within the aforementioned seven-day period, kindly reach out to us for further assistance.

Money is in my acount , Thank you weiss casino. Casino guro should rise the points of weiss casino. 10/10 casino.

Dear mylifeisnotgood,

I'm glad to hear that your issue has been resolved successfully. Thank you both for your cooperation and I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru