Wizebets Casino - Player's struggling to close their account.

Good morning

I was asking VIA whatsapp few times to close my account and they never close it. On Tuesday because of that and my addiction I lost over 2200euro. VIP manager always ask me to stay and try good luck. That's terrible. Because of this person I lost so much money on wizebets.com

Please help with this problems.

Dear serek0586,

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 the 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 experiencing gambling problems).

After checking the casino's responsible gambling section I found this:

"- Self-exclusion request: you can contact Support Service Team via e-mail: support@wizebets.com, and we will close your account within 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;"

I would recommend you contact the casino via email and request a self-exclusion due to gambling problems.

Please let me know about the result.

Thank you very much in advance.

Best regards,

Tomas

As I see from other topics casino have to pay back to Me some deposits. Over 2000euro deposits was maded after asking them to close account. Today when I told them that Ill contact with casino guru forum, they close account. Also they deleted whole history of deposits. Please help. I wish to get back some of deposits as a compensation.

Thanks for the update, I am sorry for your issues, but in order for us to progress with this case we would need some additional information.

Did you send the request to self-exclude your account to the email mentioned in my previous message?

Would you be able to forward me any communication between you and the casino where you asked for your account to be self-excluded? Please, post it here or send it to my email at tomas@casino.guru

Hey Tomas. Did You read my e-mails ? I had a contact with them only via whatsapp with VIP manager. Please ask them for history of deposits and messages.

Thanks for your email.

Unfortunately, without evidence, you requested a self-exclusion due to a gambling addiction, or that the casino was aware of your addiction we cannot ask the casino to refund your deposits.

Try contacting WhatsApp to restore your conversation with your casino VIP manager.

If your account wasn't closed yet, we would advise you to send the self-exclusion request to the email mentioned in their responsible gambling section. Feel free to use the following template.

In this way, you’ll have proof you informed the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

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 (permanently).

The reason for my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please use the casino's email support@wizebets.com and you can include me in the copy of the email.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Dear serek0586,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.