Wizary Casino - The player's self exclusion failed.

Hi,

I’ve begged and begged this casino to self exclude me and keep the account closed even if I asked for it to be reopened. They agree and then just allow me to reopen it no questions asked , despite me explaining to them what this is doing to my life. This has been going on for 6 months in which I’ve lost approximately £50,000 but I’m only asking for back the money I’ve lost since they allowed to be reopened the latest time 30th September until 4th October since they breached their own rules again by alllowing me to reopen it. This must be the 4th or 5th they’ve allowed it to be reopened.

I have copies of emails requesting exclusion but also requested multiple times by online chat.

thank you

Hello Mike112345,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wizary Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the first time you requested a self exclusion? Did you mention the gambling addiction from the beginning? How long after your request did the casino close your account? Can you please forward your communication with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi,

I can’t remember the exact date, but it’s been closed several times since June but it was original closed over online chat so no proof but yes told them addiction. I’ve told them every time for permanent exclusion.

As you can see it was allowed to be reopened on 30/08/22 with just an "ok" reply from the casino despite it being closed for self exclusion.

I then lost a fortune and emailed them again to exclude me on 01/09/22 al be it i was rude to them in the email but again due to frustration and again seemed the only was to get them to abide by self exclusion rules.

I then was allowed to reopen again on chat with no questions asked again.

Again lost a fortune on 30/09/22 and emailed them once again to close the account, this again was ignored.

I then proceed to lose another fortune 03rd October.

They know exactly what they're doing and don’t care what ends up of people as long as they can squeeze every penny out of people. 

Thank you Mike112345 for all the information. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Mike112345,

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

Hallo,

vielen Dank für die Ausführung. Leider entspricht das nicht der Realität.

Bei solchen Fällen machen wir einen KYC, dieser wurde durch den Nutzer vollständig ignoriert und zunächst wie folgt kommentiert:

You people are evil ! A fucking disgrace!!!!

I’ve told you I have serious gambling problem so severe I might not be here e soon and begged you to close my account, block it and not allow it be reopened! 

Now once again, I beg you to close and never allow it to be reopened under any circumstances!

Aktuell ist unsere letzte Email mit der Bitte unbeantwortet. 

Kind regards,

Wizary -Support Team

Wizary all the above is irrelevant!!!! You had the account closed to gambling problem and self exclusion several times. The only that needs answering, why you allowed it to be reopened????!!!

The date of the email you’re referring to is 01/10/22

But you also agreed to reopen a self excluded account no questions asked on 30/08/22

I then emailed on 01/09/22 to permanently self exclude, which you conveniently failed to act upon.

It seems you only see or deal with emails that make you money and the rest are ignored.

Even to this day you still have not closed it and still allowed me to deposit further.

I was rude as I’d pleaded with you to close the account and you constantly failed to act! I was hoping by being rude you would block the account, even then you did not to continue to squeeze problem gamblers.

in terms on KYC, not sure why you’re lying as this this was completed, it was as per attached.

also, any reputable casino closes the account, even temporarily whilst they wait for the customers reply. They do not leave it open after a self exclusion request.

thank you

Hello,

You have written to us several times to get your account reopened.

So, to close this case; just reply to the last mail from us that your account will be closed forever.

And next time you write to us, we will just ignore it, ok?

Kind regards,

Wizary - Support Team

your t and c say you will block if at written request or if you suspect gambling addiction.

I’ve explicitly told chat several times, emailed several times and you have closed it twice due to self gambling problems and you allowed my account to be reopened with a simple "ok" (this email has already been sent to casinoguru)

also, the fact I’ve made tens of deposits each day played and been closed twice, maybe you should also monitor players for protection like other casinos.

thanks

Yes, so you’re now openly admitting the casino was closed, like I said.

I’d asked you to close due to gambling problems and you reopened at my request, yes but that’s why I asked for it to be permanently self excluded and yes you should have ignored my requests.

I have not received any emails from you accept the one agreeing to reopen the account.

Thank you

Hello,

once again, please reply to our latest mail. I just answered to our latest responce on our last mail to you.

Kind regards,

Wizary - Support Team

Dear Wizary Casino team.

Thank you very much for your cooperation in this case. Please, could you explain why the player's account was reopened/kept open after he informed you about the gambling problem?

Hello,

the user has requested a block and a reopening within a short time.

He was also asked to do this in LiveChat.

We are basically trying to protect our users as best as possible, but if a KYC goes through, but it is levered out again, then the question is rather whether the access to the own mailbox should be blocked?!

Kind regards,

Wizary Support - Team

The above from Wizary does not make sense!

the question was why did you allow the account to be reopened knowing that I have a gambling problem.

your own T and C’s confirm if you suspect, or a client tells you they have a gambling problem the account will remain closed.

im not sure Wizary understand what a self exclusion is.

also, it’s multiple times Wizary allowed it to be reopened despite each time closing due to gambling problem.

As per photo attached, this shows the depth of responsible gambling checks Wizary do. Can my account be reopened ? Their reply "yes"

thank you

Hello,

you was using several Email addresses, several channels, should we post all our documentation of you, here?

Once again, please reply to our latest mail. I just answered to our latest responce on our last mail to you.

Kind regards,

Wizary - Support Team

I think you’re really confused. I used a second email address because you told me to as there was an error with my original account !

also, again you’re still missing the point!!!!!!!

one question needs answering that you keep avoiding, "why did you allow a self confessed problem gambler to reopen the account several times ????"

if you can just answer the question that’s all we’re looking for here ?

thanks

Hello,

once again - please be so kind and read the mails you wrote to us, each one please, as well as all the messages in LiveChat!

One was that it was a bug on your part, the other that we should open it, asking why we should open it again for you on our part.

At this point there was nothing and nothing about a game problem on your part.

I don't think anyone here is waiting for anything, but we are asking you again to respond to our last email so we can close your account for good.

I think this would greatly help yours, ours and our colleagues' time at Casino Guru.

Thank you in advance!

Kind regards,

Wizary - Support Team

You can word anything anyway you like, it was closed due to problem gambling.

you guys are so funny the bug was that I asked it to be closed for self exclusion due to gambling problem and then I asked for it to be reopened several weeks later and of course you did again no questions asked. I then tried to collect and it would not allow me to and you told me this was because you should never have reopened it in the first place. (Either that or just a tactic for me to lose what I won, which eventually happened 👏)

photo attached.

lie as much as you want, you clear have a track record of the same as it’s all over the internet!

you could just do the right thing, admit you’ve messed up here and refund the money.

thank you

me querying it as I thought it was not allowed and you authorising the it ?

this second account was also closed due to gambling problems.

the more you lie the worse it gets, I have all screenshots as I was concerned about things I was being told.

you asked for KYC once , this was provided and you authorised a withdrawal (all provided in earlier screenshots)

and again, we’re all still waiting for the answer that’s been originally asked

, "why did you allow the account to be reopened?"

Just hold your hands up and admit you’ve made some mistakes here.

Im also not going elsewhere to gamble as I’m trying my best to recover from this problem but casinos that operators like yours make that challenge a lot harder and you show no sympathy or remorse about all of the above and damage you cause people.

Casinoguru, I will leave it to you as to who you think has acted correctly here but I can’t deal with the additional stress this is now causing and don’t have the time to constantly go back and forth with them.

Also Wizary you’re very defensive about the whole situation, I never said Wizary was a bad casino and in fact i recommended several people to you online. But in this situation and regards to responsible gambling issues nothing has been dealt with correctly.

Thank you for your help.

thank you

Good morning!

it is correct that the support has written it, with that the account was closed then also, because there the Gambling difficulty was communicated to us.

And also the KYC thing is correct, but do you remember under which account you did it?

In addition to that, we requested it again because when someone plays with your account, with the constant open, close, open, close requirements. 

But we also struggled to find out where we were told.

And again; We guarantee every user an anonymity and that obviously led to distortions in your case.

The fact that you do not go to another casino does not affect us now, but you had announced it and also obviously communicated it.

For this reason, we have offered you to publish the entire content and not just parts of it.

In addition, we would like to ask you to check once sharply whether you might have other accounts with us that we should block.

Sincerely yours,

WIZARY - support team

Hi,

i understand what you’re saying but the reason it has been open, closed etc as I have a gambling problem that I’m trying to deal with but that’s the point, if someone asks to self exclude due to gambling problem then you should close it and not allow it to be reopened, that would have stop this from happening.

The KYC was asked under the original account (provided above)

Yes, I asked for under both user names at some point to be closed due to gambling problems.

No other accounts. I had original account and then a second was solely opened at your request.

thank you

Hello,

Thank you for the now more constructive discussion.

In general, we understand your problem, but it has also been really difficult to understand where and why you approached us there.

There are chat histories where actually the game problem was thematized, but then also a new account etc..

However, at this point we can once again explicitly send you the complete correspondence for personal inspection, so that you understand from which perspective we currently see this.

Kind regards,

WIZARY - Support Team

Hi,

you’re welcome to send the full discussions to casinoguru directly, but it does not really matter.

You agree it was closed/banner due to gambling problem. You allowed it in to be reopened which you said not have. Your defence to this was that I had multiple accounts but this was your doing and your request.

the bottom line of this is you did not act inline with your own terms and conditions and therefore I was not protected and as a result of this I’ve lost a substantial amount of money, I’m sure casinoguru will be agreeing with this.

this may not have been intentional on your part but the above is all fact.

thanks for taking the time to reply, I think it’s just easier to let casinoguru make its decision.

thank you

Hello,

in general, we follow our terms and conditions very closely. But the KYC with you at that time was also from a different reference. 

And according to the internal ticket on which I wrote to you, it was outstanding before we closed everything now.

In that case, it is certainly better to have someone impartially looking at it.

Kind regards,

WIZARY - Support Team

Hello there,

I contacted the casino team at their email address, hopefully I receive more information in order to move with this case. Based on your conversation here, there are many unclear aspects.

Hi,

thanks for the update, appreciate your help.

Hi,

I hope everyone is well,

is there any update on this case as it’s been over a week and the situation has left me in hardship.

thank you

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.

Hi,

I take it still no response from Wizary ?

it seems to be the way with them if they don’t like the email or it does not benefit then they tend not to reply. 🙁

thanks Casinoguru.

Since we haven’t received further response from the casino team regarding the issue, neither the evidence supporting their claims (they also ignored my direct email), we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Mike,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation.

Unfortunately, the casino is an unlicensed operator with a questionable reputation. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru