Wheelz Casino - Player’s request for a self-exclusion has been overlooked.

I am not entirely sure of the disputed amount, but I would argue it is quite big.

I requested self-exclusion from Wheelz and Wildz on April 15th, 2021. This was, however, not adhered to, and the casino has stated that this is because I didn't send the email from the email I registered on the platform with.

I, however, had CLEARLY stated the email registered with in the email sent to both casinos. I was able to play and deposit until December, 2021 until I finally self-excluded myself again from the platform. I believe I am entitled to a refund. All the details should match to my account details and this is unacceptable. I have attached screenshots of the email.

Dear yoyeli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the "Contact Us" section on the website, and this is what I found (here):

„LIVE CHAT AND EMAIL

Contact Wheelz via LiveChat for account assistance. If your issue is not time-sensitive, or you would like to provide some much-appreciated feedback, please email us at support@wheelz.com."

I can see on the forwarded screenshot that your request has been sent to a different email address (asiakaspalvelu@wheelz.com). Could you please confirm it? Do I understand correctly that you sent the request from a different email address from the one that was used afterwards to create a new account? Have you contacted casino later after sending this request?

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

Best regards,

Petronela

The email address this mail was sent to is for the Finnish customer support of the website. It redirects mails to support@wheelz.com in my understanding. Yes, the email was sent from a different email than the one registered but as can be seen in the email, the email I have registered with is stated there as is all the other info corresponding with the account.

I have contacted the casino several times after this.

Was your casino account created before or after sending the request, please?

The account was created before the request, in january 2021, I believe.

Dear yoyeli,

Are there any other emails that you could forward to me? You stated that you contacted the casino after April 2021 several times. Have you done it through your registered email address? Could you please attach your cashier history too? My email address is petronela.k@casino.guru. Thank you in advance.

I sent no emails after this; everything was regarding the refund request and done via chat and thus irrelevant to this query.

I was just wondering if you sent another email from your registered email address to inform the casino about your gambling problem.

No I did not. But I think the info in the email sent should be sufficient to block me.

Could you please forward your cashier history? Based on what request was your account finally blocked in December 2021?

I obviously can not forward my cashier history as my account is closed nowadays.

I hoped that you have saved it before your account got blocked. . I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.  

Hi yoyell,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Casino doesn’t seem to care to respond.

I think this seems odd. I triple checked and I never received such email - maybe it was redirected as spam. All the details in the email match my account so it makes absolutely no sense that the email should be sent from the address registered. The registered email AND all the other details I have registered with are visible. This seems like bad practice and an excuse to avoid responsibility. I will take this up with MGA if Not resolved otherwise.

Furthermore; I made the effort to send the email with ALL FACTUAL AND RELEVANT INFORMATION; I made the effort to exclude myself. I am a gambling addict and obviously will look for a way to gamble if given the chance. As I was Not self-excluded despite my plea (with factual information), I continued to gamble away. I think the casino is more at fault here and I demand a refund. My problem and pleas were Not taken seriously and they are making excuses.

I would appreciate help 🙂

Hi yoyeli,

I am sorry that it takes so long. I am extending the timer by 7 days because of further examination and evaluation of the case. Let me know if you have any questions.

I would love getting this solved soon.

Dear yoyeli,

after long examination and evaluation of the case, I have made a conclusion. I am very sorry, but I believe you are not entitled to receive the refund. The self-exclusion because of gambling problem is quite delicate process. You have made great step to inform all the casinos about your gambling problem, however to finish the process you should abide the steps they advised in the returned email. Since you contacted them not from your registered email address, it is fully understandable that they asked you to write them from your registered email. They have to be sure that it is you that is asking for it. Unfortunately you have not finished the whole process, therefore the self-exclusion has not been proceeded. I am forced to reject your case.

You have every right not to agree with our decision. There is another option, you can file an official complaint at the ADR and the licensing authority of Wheelz casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru