The player from Austria officially complained against Wizebets Casino for refusing to permanently close his account despite multiple requests. Due to the casino's negligence, he lost €305 as he was able to make deposits after his requests were ignored. He demanded a full refund and the immediate closure of his account. The complaint was rejected by stating that the player needed to provide evidence of a self-exclusion request related to a gambling problem to proceed with the case. The Complaints Team recommended proper self-exclusion procedures for future reference but ultimately closed the complaint without further assistance.
Wizebets Casino - Player’s account closure request has been ignored.
Amount: €305
Wizebets Casino
Safety Index:Above averageSafety Index
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7.0
Wizebets Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Dear Ladies and Gentlemen,
I would like to officially file a complaint against Wizebets Casino. For several days now, I have been repeatedly asking the casino to permanently close my player account. Despite my repeated and clear requests, this has been ignored. As a result of your disregard for my demands, I have lost €305 that I would not have deposited if my account had been closed promptly as requested. I demand that this deposit be refunded, as it was lost due to your negligent handling of my clear instructions.
To support my complaint, I would like to present the following email chat history, which proves that the casino refused to close my account:
Me: Please close my account for lifetime!
Casino: Hello! May I ask you why?
Me: It’s impossible to win. I would burn my money instead. Close it and don’t ask questions!
Casino: I understand it can be frustrating when luck doesn't seem to be on your side. Just remember, ups and downs are a part of the game. Keep your head up, stay focused, and your fortune will turn around. If there’s anything specific you need assistance with, don’t hesitate to reach out. I’m here to support you every step of the way. Let’s turn those losses into wins together!
Me: Close my account!!
Casino: Gambling isn’t just about winning or losing. It’s also about enjoying the thrill, the entertainment, and the overall experience. While losing can be tough, it’s part of the game, and it can teach us valuable lessons and help us grow. Tomorrow is a fresh start with new opportunities. Luck can turn around, and a rough patch today might lead to a lucky streak tomorrow!
Me: How often should I ask CLOSE MY ACCOUNT!!!!!!
Casino: Maybe you just need to take a break to gather your strength? And I will always be waiting for you with the best offers and support on your victorious path!
Me: Close my account!!!!!!!!!!!!!!!!! (high priority)
Casino: But everything was good though, my friend 🙁
Me: Do you not understand me? CLOSE MY ACCOUNT!!!!
Casino: You are a valued client to me, and I wouldn't want to lose you.
Me: Close my account! I said it 15 times now!
Casino: Is this your final decision?
Me: Yes, it is.
Casino: And nothing can cheer you up?
Me: I say it the last time now! Close my account!!!!!!!!!
Casino: I would like to suggest that you temporarily block your account so that you can rest for 1-2-3 months. Some players really need time to rest. I assure you, my friend, you should not make hasty decisions.
Me: Close my account forever!!!!!!
This chat history clearly shows that I requested the permanent closure of my account more than ten times, yet the staff refused to comply. Despite my clear demands and the obvious risk to my ability to play responsibly, I was still able to make deposits and subsequently lost €305.
I demand that the casino refund this amount in full and immediately and permanently close my account.
Automatic translation:
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3 months ago
Dear auge88,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and a casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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3 months ago
Translation
I have asked you to close my account more than 15 times and the casino simply refused. That's why I'm demanding back my losses of 305 that I suffered today!
Automatic translation:
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2 months ago
Dear auge88, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
