Wettenlive Casino - Player’s account has been closed.

Hi there

Please be aware of this Casino!!!

They don't have a Curacao license like is stated on a site. Have made a complaint against them and today got answer from Curacao gaming that they don't have anymore a licensce.

They have closed my account with avalible funds on it,don't answer to my mails.

Its a big SCAM!!!!

Dear Ned2908,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Wettenlive Casino. However, I have to correct your statement regarding the casino’s license.

The casino has a valid Gaming Curacao license. You can check the validity after clicking on the license logo in the footer of the casino’s website.

https://licensing.gaming-curacao.com/validator/?lh=00c75f114361784a2ca1b963549a5cdc&rlh=476ade0a9258d0e07659c904ef87bb07

Curacao issues four different sub-licenses to online gambling establishments: Antillephone, Gaming Curacao, Curacao E-Gaming (CEG), and C.I.L. You mistakenly contacted Curacao E-Gaming which is a sub-license that the casino Wettenlive, indeed, does not have. Gaming Curacao may be reached at the following addresses: complaints@gaming-curacao.com or info@gaming-curacao.com.

Before we proceed with your complaint, please allow me to ask you a few questions to make sure I understand your situation properly. Could you please confirm that you have passed the KYC verification? Have you made any successful withdrawals in the casino? Have you received any explanation about the reason why your account was closed?

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,

Veronika

I have used the button that is on www.wettenlive.com under "complaint" section.

And there attached my complaint.

Kyc is made.

Withdrawals not.

Account was closed without reason.

When was your account closed?

Do I understand correctly that you submitted a complaint to the casino? When exactly was it? Have you received any response?

IT was closed around 3 weeks ago ,during the game I was logout and cannot login to my account.

They don't answer on any emails.

I have informed there that I have gambling problem and that's why want to close account

Do I understand correctly that you requested self-exclusion from the casino? Did you specify in your request that you have a gambling problem?

Yes ,and then my account was closed during the playing.

Have no Access anymore to it

When exactly have you requested to be self-excluded? How long did it take the casino to close your account?

Have you received any email from the casino with the rules regarding self-exclusion?

Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

Dear Ned2908,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Have already answer you via email.

Asked about self exclusion via live chat, have any screenshots or chat transript from it.

Have asked about it but they still don't respond me

Thank you very much, Ned2908, for providing all the necessary information.

I’d like to invite a representative of Wettenlive Casino to join the conversation and participate in the investigation of the case. Could you please review this player's case and explain what happens to the player's balance once they ask for self-exclusion due to gambling addiction?

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.

I have tried to contact the casino repeatedly, and although they responded vaguely about why your account was blocked, they did not provide us with any supporting evidence and were unwilling to cooperate with us. I’m afraid there is not much that can be achieved without cooperation from the casino's 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 Gaming Authority at complaints@gaming-curacao.com or info@gaming-curacao.com. The authority has better options and tools to help players. Please let me know if you need help with filling out the form or how the authority responded if you can do this on your own. My email address is veronika.l@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards

Veronika