Wizary Casino - Player's request for a self-exclusion was overlooked.

Hi

i opened an account with this casino recently. I was played for a while then I sent a mail to close my account permanently because of gambling addiction. But the casino wasn’t closed my account immediately I lost another deposits. I am looking for your help to get my refunds of above amount because I lost this amount after told my addiction. Please help me.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you managed to deposit another $222 (dispute value) after you sent this request?

Could you please clarify if you still have access to your account?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I will be waiting for your reply patiently.

Best regards,

Kristina

Hi

yes I lost this amount after the request. My account has been closed now

Thank you for your reply, Anto1318. Could you please specify when exactly was your account closed? Also, please forward deposit receipts from deposits made after your request to my email address (kristina.s@casino.guru).

Hi

i sent a mail to close my account on 09th of April 2022 but my account wasnot closed till I lost the above amount on 14th of April 2022.then I went in to chat asked them to close again.I sent the deposits evidence to your mail.

I would like to start by confirming that we have received your email with the request to close your Casino.guru account. We fully understand and respect your decision therefore all your active accounts will be blocked right after this complaint is closed.

Thank you very much Anto1318 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Anto1318,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wizary Casino to the conversation to participate in the resolution of this complaint.

Hello Casino Guru Team,

I've also just looked at the course of the story, how could I help here?

your wizard team

Dear casinoguru

the amount was 400 Aud. Please change it.

Dear Wizary Casino team,

The player asked you to close his account due to gambling addiction on the 8th of April, however he was allowed to make further deposits and play them. What is your responsible gaming policy?

Hello dear casino.guru team, we have checked this task more closely and would like to explain this case from our point of view.

The live support contacted us on 14.04 because a customer had written that he is addicted to gambling, so we requested the e-mail from him & blocked this player immediately.

This player said in Livesupport he had sent an email on 09.04 to us that we should please block his player account because he was addicted to gambling, unfortunately, this email never arrived at us. 

But when the player left the live support on 14.04 he wrote an email that he wants to get his lost money back ($222) because we didn't block him on 09.04. 

But the player had asked for his cashback on 10.04 & also got it, so the player could have made himself known there that he had sent an email so that we should block his account, but unfortunately this did not happen. 

From our point of view, we do not have to pay the customer because it also takes a certain amount of time to block an account (max. 24h).

Hey Anton I must apologize, but we received nothing at 09.04.

Hi

How come you guys received nothing when we ask to close? Did I sent to the wrong mail addresses? i sent the mail to your mail address if you didn’t received it it was your problem. I follow the rules you have to follow too. The same email address in the website to send closure request that’s what I did. Even your support accepted the same mail address in the live chat as well. Can you please provide all the chat transcripts then we will know why you guys are lying? Casinoguru these casinos are saying same tactics not receiving the mails? How come? Very slow live support after hours nothing that’s the reason I sent the mail.

Hi

i can’t accept your apologies because I sent the mail to correct address. You have to refund the deposits I made after told my addiction.

Dear Wizary Casino team,

If you take a closer look at the email, it was sent on the 8th of April. Could you please double-check this information?

Dear Anto1318,

Could you please send me the email where you mention your gambling addiction as an attachment (peter.m@casino.guru)? It is important that you send it as an attachment.

Hey Anton, apparently your mail has gone down with us from 09.04, but we see us in no duty to pay them back the money. 

Since you have requested your cashback on 10.04, instead of making yourself known in the chat again that you had written us an email so that we block your account.

I got the cashback after I lost the deposits of 222$. You said in the previous message account will be closed within 24 hours, why wasn’t in my case? Don’t lie you are not received the mail. It was 4 full days?

From our point of view, we do not have to pay the customer because it also takes a certain amount of time to block an account (max. 24h).

casinoguru please check the evidences I sent , they are purposely targeting addiction players to make money. There is no license that’s the reason the behave rude. At least other players aware of my situation about this rude casino.

We feel that this conversation here makes no sense because you are very aggressive in the matter here and there is no neutrality. 

We are a Costa Rican based company and follow the rules here!

We think it is an absolute scandal that you insinuate that we are out to gamble addicted players! 

We are sincerely sorry that you have gambled away your money & apologize to you!

Hi

i am not aggressive first I am showing where you guys have to improve your responsible gaming. There is no Costa Rica gambling commission first. Tell this stories to some other players. My addiction told to you before lost the deposits it means you owe my money according to what ever fake license you have. Keep addiction players money you are running good business.

casinoguru at least make this casino in blacklist then other players aware of it especially fake games and license.

please add Wizary and chivalry casinos same brand doing same bad rules.

Hi all,

Thank you for your replies.

Dear Wizary Casino,

What does this mean: "Hey Anton, apparently your mail has gone down with us from 09.04"? Does it mean that you received the email? If so, the support should have acted accordingly right away and block the player's account. Self-exclusion is a serious matter, the fact that the player was rude is irrelevant.

We have discussed this case once again completely in our company & will book the customer his $222 on his player account in the next 24h on it. Should he gamble the money again because he has not withdrawn it, we assume no liability!

Dear wizary

my account is still locked, can you let me access my account to withdraw my money in to Bitcoin account, or I will send my Bitcoin wallet details to your support to sent the money. Please reply whichever your convenience.

You will have to withdraw it from your player account yourself and I will pass it on to the appropriate department so that it happens as soon as possible.

Your account should be activated & the money is also on it. 

Hi

i made a withdrawals to my Bitcoin. Waiting to receive the funds

Hi

i made a withdrawals to my Bitcoin. Waiting to receive the funds

Should your account be locked again when the withdrawal is through?

Yes please

Hi all,

Thank you for your replies.

Dear Anto1318,

Please let me know when you receive your funds.

I have received my funds please close the complaint as solved.

Hi Anto1318,

Thank you for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter