WestAce Casino - A conta do jogador permanece aberta apesar do pedido de encerramento.

Dear Casino Guro Team

After contacting them several times about my gaming addiction, my account hasn't been closed. I've suffered significant losses. Instead of closing my account, I keep receiving loyalty bonuses. Please help!

Sehr geehrte casino guro Team

Nach mehre mal anschreiben wegen spiel sucht süchtig wird mein Account nicht geschlossen habe erheblichen Verlust erlitten anstatt Account zu schließen bekomme ich andauern Loyalität bonus bitte um Unterstützung

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with WestAce Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila, thank you so much for your quick reply. I won't close the account again because of the high winnings.

I think we should wait regarding the payout; I have two payouts in progress.

Hallo Attila vielen Dank für deine schnelle Antwort den Account nicht mehr schließen wegen hoher gewinnen

Ich denke wir sollten abwarten wegen auszahlung habe 2 auszahlung in wege gelitet

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

Thank you in advance for your reply.

Unfortunately, I didn't receive a reply.

No need to identify

Leider keine Antwort mehr erhalten

Identifizieren nicht nötig

Chat log isn't working anymore, so I took a screenshot. Please see above.

Sincerely, [Redacted]

Chat Protokoll geht irgendwie nicht mehr dafür habe ich Screenshot gemacht bitte oben nachschauen

Mit freundlichen Grüßen [Redacted]

Thank you very much for all of the information provided so far. Could you please forward receipts of the deposits made following your initial self-exclusion request?

I look forward to your reply.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear besarion,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the WestAce Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a WestAce Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a WestAce Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

I lost another 500 euros today.

Habe heute weitere 500 euro verloren

Account remains open

Account bleibt immer noch offen

It's outrageous that addicted players aren't banned. How can anyone be so corrupt? It's unbelievable.

Das ist eine Frechheit das süchtig Spieler nicht gesperrt werden wie kann mann nur so korrupt sein das gibt es nicht

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.

Dear besarion,

I have repeatedly tried to contact WestAce Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor