Wizebets Casino - Player's asking for a deposit refund.

On 22-5 I suspended myself on Wizebets for 3 months. Because I had some winnings and wanted to protect myself for giving it back to the casino so I wanted to protect myself not gamble anymore. The same day I was stupid and asked to unblock my account again but I was told that because of new regolations this was not allowed anymore and I had to wait 3 months. Because I had asked to self exclude me for 3 months I could not re open my account before the 3 months would end.

Later that week on 25 May I got a email that I won money in a tournament and I wanted to withdraw my money so I asked them to withdraw it for me and to my suprise they said we will reopen your account. And they did! And I thought it was weird because they said it could not be done the other day because of the rules of self exclusion.

So all of a sudden I could play again and I lost alot of money because my account was open again.

This should not have been allowed like they said them there self. And still somehow my account was reopened so I could withdraw the tournament winnings but I could deposit and play again.

I would like to ask a refund of all my deposits after they lifted my self exclusion. I believe this should not have happen and my account should have had to be closed for 3 months.

Dear Sabine1984,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling Section and I found this:

"- If you think that you need a break from gambling, you can contact the support team and we will exclude you for a while;

- Self-exclusion request: you can contact Support Service Team via e-mail: support@wizebets.com, and we will close your account within the next 24 hours. It's the player's responsibility to notify Wizebets.com of any other accounts the player might have and promise not to open any other accounts. Wizebets.com will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Wizebets.com cannot be held accountable for potential losses on other accounts;"

Could you please clarify how much money you deposited after your account was reopened? Please, forward me your self-exclusion request together with any other relevant communication between you and the casino. My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

I will be waiting for your reply patiently.

Best regards,

Kristina

Hi kristina ill send everything trough email to you.

I have send all the info by email. The casino is not responsive.

Did you got my emails?

Hello? Does this even work?

So im in a disuccion now with Wizebets at there review page on casinoguru.

Their response:

Dear Sabine,

We sincerely regret that you hold such a negative perception of our casino. We would like to take this opportunity to provide some clarification and address the situation at hand.

First and foremost, we want to emphasize that we understand the concerns you have raised. It is important for us to inform you that we received a request from you to reopen your account. In the direct communication you had with our team, you clearly expressed your desire to reactivate your account and took full responsibility for this action.

Furthermore, we want to emphasize that responsible gaming is a fundamental value we uphold. We are fully committed to promoting a safe and responsible gambling environment for all our patrons. To provide you with more information, we encourage you to visit the following link https://wizebets.com/en/info/responsible_gaming, where you can find detailed information about our responsible gaming policies and practices.

We deeply regret any confusion or inconvenience that may have arisen.

Thank you for your understanding.

Kind regards,

Wizebets Casino

So I dont agree first of all I did not ask to reopen my account. I asked them after they said I won in a Pragmatic tournament if they could withdraw my money because I had a 3 months self exclusion. And since they said it could not be lifted I asked them to withdraw my money.

Then they said they could open my account. I was suprised because they said I was not allowed to open my account with a self exclusion still on it.

Because that was what I was told when I made the selfexclusion I asked the same day to take it off.

So their terms and conditions doesnt allow to take a selfexclusion off and you just need to wait the time you set it on. In my case 3 months.

So now they hide behind the fact I said yes at the question if I would like to reopen my account. But in fact they should have never offer me that or even open my account. I had requested the self exclusion because I didnt want to gamble anymore. And they lifted it after 2/3 days because I had winnings in my account and then I was foolish enough to deposit alot of money.

I still think Wizebets is wrong for opening my account. Their own t&c, vip manager and chat support saids its not allowed to reopen a account when self excluded. And you have to wait when the cool off period ends.

They should had withdraw my money and kept my account closed. As I asked.. can you withdraw the money for me. But they opened my account and I could play again.

Thank you for your reply, Sabine1984. I would like to emphasize that we consider a self-exclusion request as valid only if it was sent following the instructions stated in the casino's Responsible Gambling section. Furthermore, the self-exclusion request must state gambling problem/addiction as the reason for account closure.

Since it seems that you didn't send it to the suggested email address (support@wizebets.com) and I don't see that you clearly stated the gambling problem as a reason, I am afraid that we cannot force the casino to refund your deposits. Without informing the casino about the gambling problem you basically asked for simple account closure, therefore the casino was allowed to reopen your account whenever.

If there is any other self-exclusion request that could help us support you in this case, please forward it as soon as possible, otherwise, we won't be able to proceed with this complaint. Thank you for your understanding.

I have to communicate with my VIP manager. Not the support email. And there is where ive asked and she closed it for me. So I did ask support. But all communication goes trough your vipmanager.

So I did send email to them .. but support doesnt help you, you need to do it with vip manager.

And the rules of self exclusion are you need the cool off period in my case 3 months then you are allowed to play again. Why else is a self exclusion? And thats what support and manager says not allowed to play wait for 3 months. But then they opened it. So that is not fair.

So to be clear I waited a whole week for a response from casino guru. Just to find out you did not read the information that I gave you.

1. I did let support know ( and send you the screenshots on day 1 of complaint ) that I wanted a selfexclusion because I didnt want tl gamble my money because I was afraid I wouls give it all back to casino.

2. If you have a vip manager all will ne directed to your vip manager. So if you go to chat or email to support they all say contact your vip manager. Players with a manager we dont help. Manager helps.

3. I asked my manager to lift my self exclusion. ( send screenshots on first day aswell! ) she said that was not allowed. I self excluded my self for 3 months. And you have to wait 3 months before account will be open again.. this is also in their T&C.

4. I asked on chat supper under other name .. can a self exclusion be lifted!? The answer was NO! its not allowed. ( screenshots also added in email to casinguro on day 1 ! )

5. After I got winnings in my account but my account was still blocked for 3 months!!! I asked Wizebets to withdraw the money for me! Then they suprisingly said we can open your account. Even when its in their T&C , vip manager says no and chat support says no.. only open after 3 months!!!

So what am I missing? Why is this fair by Wizebets? They broke their own T&C.

And please read this before giving me another answer thats already in all the screenshots I send a WEEK ago!

I apologize but I believe I explained clearly why we cannot consider this case as failed self-exclusion. Unless it was requested for a specific reason (gambling problem), we cannot penalize the casino for reopening your account, therefore we are not able to help.

If you are dissatisfied with our decision, you can always contact the licensing authority as they have more resources and options to help players.

Due to the aforementioned reasons, this complaint will now be rejected. 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.