WG Casino - Player's account has been suspended.

Hello Tezza32,

Your complaint has been accepted due to following reason: the WG CASINO are operating as fraudulent. With imformation you have sent to us.

Thank you for trusting us and using the AskGamblers Casino Complaint Service / AGCCS/. 

 they have been assigned a Terminated status. In the past, we’ve tried to provide our customers with a complaint service against operators who we are not working with, but it’s never generated any positive results. We have refferd this to the regulator body we will aim to get all your deposit back in next 96hrs.

AskGamblers Complaint Team kindly advises you to seek further assistance on the matter from the relevant regulatory body instead. To learn more about how to use the AskGamblers Casino Complaint Service /AGCCS/, please visit our Knowledge Base.

27/04/2021

I joined this casino site and I deposited a fortune I asked if I could play here they said yes I've got a copy of the script next thing I know my account has been blocked and no reason given they said if I sent information of my bank card and identity They refund my money this has not happened

f you have any questions, you may contact us at.

Dear Tezza41,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.gwcasino.com/en/terms-and-conditions:

"Take into consideration the fact that not all players are eligible to register for an account. Such exceptions include players from: Aruba, Australia, Belgium, Bonaire, Curacao, Czech Republic, Denmark, France and the French Territories, Hungary, Ireland, Israel, Italy, Netherlands, Romania, Saba, Serbia, Singapore, Spain, St Martin, Statia, United Kingdom and United States. Also, we reserve the right to modify the list of eligible players and jurisdictions at any time."

Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your account details?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Site: https://wg.casino/en 2021-04-10 07:44 PM

Site:

I'm going to email you the chat response I have because some reason it won't let me copy and paste on here

WG CASINO said i was able to join there site and play. I've got evidence that the moderator said this I copy the email and sent to my own personal email. Then out the blue I was supposed to be getting some bonuses. And my account was blocked so I asked why they wouldn't give me an explanation however they said they would return all monies has promised in a email. This has not happened. If you need to see evidence of the moderator chat I have it but for some reason I can't post it here.

Thank you, Tezza41, for your replies. Since this complaint has been filed under GW Casino, I switched it to the correct one (WG Casino).

You can forward any relevant communication and supporting evidence to petronela.k@casino.guru.

Thank you very much for forwarding the live chat transcript. I have checked the terms and conditions, and I haven't found United Kingdom between the restricted jurisdiction https://wgcasino3.com/en/rules:

"The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions."

Was there any other relevant communication between you and the casino that could explain why your account has been blocked? Have you accumulated your winnings with or without an active bonus? Looking forward to hearing from you.

Nope nothing was done at all for them to close my account. When I asked why there was no explanation for this.

One last thing please, could you advise if you've profited from any promotional offer? Thank you very much.

They were supposed to add bonuses however they blocked my account before I even got them.

Thank you very much, Tezza41, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank.you

Hello Tezza41,

I looked at your complaint and will do my best to help you. I would like to invite WG Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Thank you for using our Help Service.

Dear Terence, I'm giving you an update regarding your refund request. The Financial Department has stated, that in order to qualify for a refund your account must be fully verified. For your account to be fully verified, you need to upload documents on your profile. The required documents are the following: ID Card (not a driving license), a selfie with your ID card, and the bank card ending in *3640. Please, note, that all 4 corners of the documents must be clearly visible, as well as the data. For further instructions you can contact us here or in the live chat at any time. 

Let me know if you need anything else.

We wish you a pleasant day!

Yours respectfully,

WG Casino

I sent all my documents in to them on the 28th April and they are generally not intrested In returning all monies even thought they said they would.

We would like to ask the WG 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’.

I cant log in to my account has they blocked it so I send all documents to there email like I was asked to I can fowards all this information on to you if need be. Thank you

So basically they are doing this on purpose. And they will not sort this out so by you saying you will close the case I'm never going to get my money back this is distgusting.

Dear Tezza41,

unfortunately, this Casino is not licensed which means that there is no official way how to get this problem resolved. They do not respond to our attempts for communication. You can send mentioned documents to my email: viliam.v@casino.guru.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.