Wizebets Casino - Player failed to close account and lost more funds.

I had previously requested my account to be closed due to the fact that I had lost all of my savings and I would not have enough money for food. When contacting this wizebets I was met with severe hindrance in closing my account. After asking the agent to close my account 5 times, they stated and I quote "And as for the deposit, I can wait, you don't have to close your account" incentivizing me to continue playing after having told the agent I had lost my life savings on the website. These practices are against their own terms and conditions as according to art 3.7 I am always able to close my account. I understand that certain conditions had to be met. However, the agent did not state this as a reason for me not being able to close the account. The agent simply stated that I should take a brief pause and that the winnings would come to me eventually. After this refusal to close my account, I lost another 7000 Euros after taking out a loan due to my addiction. The actions of their agents are against their own terms and conditions and are an illegitimate practice.

Dear macpunch71,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

3.7 Closure of your account: you may close your account at any time by contacting the customer service, however the below conditions apply.

3.8 You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

3.9 In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be frozen up to six month and you will be returned the last deposit amount. In such case after six months, the casino reserves the right to withdraw such funds.

3.10 Self-exclusion request: you can contact customer service via e-mail: support@wizebets.com, and we will assist you in closing your account. Please note, that section 3.7 above still applies to such closure requests. 

 

I can see that you mentioned several times that you lost all your savings while communicating with the casino VIP manager. However, you never stated that you have a gambling problem, is that correct? Have you ever sent a self-exclusion request to the abovementioned email address, please?

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

Indeed I did not directly state that I had a gambling addiction. As a VIP member of wizebets all my communication had to go through violet.vip@wizebets.com. After my significant loss after the request for close I sent emails and they did close my account. I shall attach the pictures. In the screenshots it can be seen that there was a whole different approach.



Just to confirm, in June, your VIP Manager did not comply with your request to close your account after you informed them about losing all your savings. However, in July, the same VIP Manager sent you a questionnaire about responsible gambling, and subsequently, your account was permanently blocked due to gambling issues. During this period, did you send any emails to anyone else in the casino besides your VIP Manager?

In July I once again stated that I wished to close my account and they complied. No other emails were sent to other addresses as the VIP manager was my personal point of contact.

Thank you very much, macpunch71, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 in the near future.  

Dear macpunch71,

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

Dear macpunch71 and Petronela,

We apologize for the delay in our response regarding the situation that occurred.

After the internal investigation, we meticulously revised all the email communication with the user.

During our examination, we discovered that the user had not mentioned a gambling issue directly, and this unfortunately went unnoticed by the VIP manager.

After the player's initial request, we immediately advised them to set a deposit limit on their account, but the suggestion was rejected by the players.

There was no direct appeal from the player regarding his addiction.

Nevertheless, we have initiated an internal investigation and are implementing additional training measures to prevent such oversights in the future.

After the player's second request, we sent a questionnaire about responsible gambling. Then the account was immediately closed, and links to support responsible gambling initiatives were provided.

In addition, we truly take the gambling problem very seriously and deeply regret this situation.

To sum up, we sincerely apologize for any inconvenience caused. Your understanding will be highly appreciated.

The option to set a limit was indeed rejected by me as I wished my account to be closed, as I made clear in the email.

In addition, the terms and conditions do not mention a need to mention a gambling addiction in order to closes ones account. So even though I did mention that I had a problem but not specifically mention a gambling issue does not take away from the fact that the agent did not comply with your own terms and conditions.

Thank you for your response, macpunch71!

Based on the correspondence history, I can clearly see that you accepted the cheer-up from your manager. Moreover, you also had a successful withdrawal between the first and second account closure request. 

Also, don't forget that we only aim to make players feel comfortable at our casino, and receive proper support from a personal manager.

Your manager emphasized your past successes and decided to back them up with a personal bonus for you, which was accepted with no objection. 

A new closure request came from you only after a new game session, and this time we responded immediately, although the request was also without mentioning the addiction.

We respect players' decisions to close their accounts, as all players have bad moments and losses - that's why the VIP manager wanted to cheer you up. 

On behalf of the VIP department management, I just want to add that we are sorry that we have come to such an outcome of our cooperation.

Dear Wizebets,

I hope you can see yourself that these counter arguments have no basis nor merit.

1) Yes I did accept the cheer-up/personal bonus from the agent after repeatedly asking for my account to be closed. Due to my gambling issue, I would of course accept. I understand that I did not specifically mention the word addiction however I did state that I had an issue. Furthermore, the fact that I accepted the cheer up has nothing to do with your agent breaking your own terms and conditions.

2) You want to make your players comfortable then you should accept and grant their wishes to close their account when the tell you they have a problem.

3) The second time the closure request came in you finally acted. Actually I had requested my account to be closed 5 times. only after significant time had elapsed and I asked the 6th time, did the agent finally act.

4) The fact that I had a successful withdrawal has absolutely nothing to do with the situation. I had deposited 9000 and withdrew 2000. meaning I still suffered a 7000 euro loss.

5) "We respect players' decisions to close their accounts", this is absolutely not the case as I attempted to close my account 5 times and was only met with resistance. Meaning that you are simply lying here.

6) "3.7 Closure of your account: you may close your account at any time by contacting customer service, however, the below conditions apply." this is a term in your own terms and conditions and this was blatantly violated and I have suffered significant financial losses due to the violation of your won terms.

Although I appreciate your swift reply, I hope that you do not truely believe that your arguments have any basis whatsoever. Furthermore, the fact that you shall now train your staff is of zero use to me whatsoever.

Sincerely,

Bram Visser

Dear Jozef,

it does not seem like wizebets is going to reply to my message. Are there any other steps we can take?

Dear macpunch71, 

Thank you for providing all the information and for your patience throughout the resolution process. After carefully examining and evaluating the information provided, I have reached a conclusion. I am very sorry about the situation, but I believe you are not entitled to receive the refund. 

Firstly, I would like to emphasize that without clear indication of the player experiencing gambling issues, it is difficult to determine solely based on general discussion whether the player is genuinely facing such problems or simply attributing their losses to bad luck. From your conversation with the casino team, it is evident that you have been unlucky, but I have not observed any efforts or indications suggesting that you are not in control of your gambling.

If these signs are not present, the casino has the right to make an effort to retain you as their customer. As you could experience, when your expressions became more evident, the casino employee responded and promptly closed your account.

Concluding the information above, I am forced to reject your case. You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru