WestAce Casino - Jogador quer o reembolso dos depósitos após autoexclusão.

Good evening, while I had requested exclusion due to addiction from the Westace casino and confirmed my exclusion, the casino allowed me to reopen an account with the same details, resulting in me losing €630. I have all the evidence needed for this case. I would like your help to get my deposits back. Give me an email so I can send you the conversation with them. For now, I am uploading a photo of the deposits!

Καλησπέρα ενώ είχα ζητήσει αποκλεισμό λόγο εθισμού από το καζίνο westace και επιβεβαίωσα τον αποκλεισμό μου το καζίνο μου επέτρεψε να ξανά ανοίξω λογαριασμό με τα ίδια στοιχεία με αποτέλεσμα να χάσω 630€ έχω όλα τα αποδεικτικά που χρειάζονται για αυτήν την υπόθεση θα ήθελα την βοήθεια σας για να πάρω πίσω τις καταθέσεις μου. Δώσε μου ένα εμαιλ για να σου στείλω και την συνομιλία μαζί τους. Προς το παρόν σου ανεβάζω φωτό με τις καταθέσεις!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WestAce Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@westace.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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:

Date of birth:

Casino login:

Email address:

"Greetings WestAce Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening Tomas, my account at your casino has been closed. I have sent all the conversations with them via email and while I am asking for my deposits back, the casino simply replies that the account was closed for my own good while I requested exclusion. You do not mention the amount of €630 at all. I would like to add one more important piece of information.

After contacting the casino, I received a response that no previous account closure request was found in their records.

However, I have already sent emails and responses indicating that I had requested a permanent exclusion due to gambling addiction and had received confirmation.

Καλησπέρα Τομας έχει κλείσει ο λογαριασμός μου στο καζίνο σου έχει στείλει όλες τις συνομιλίες μαζί τους μέσω εμαιλ και ενώ ζητάω πίσω και τις καταθέσεις μου το καζίνο μου απαντάει απλά ότι ο λογαριασμός έκλεισε για δικό μου καλό ενώ εγώ ζήτησα αποκλεισμό δεν αναφέρετε καθόλου στο ποσό των 630€Θα ήθελα να προσθέσω μια ακόμη σημαντική πληροφορία.

Μετά την επικοινωνία μου με το καζίνο, έλαβα απάντηση ότι δεν βρέθηκε προηγούμενο αίτημα κλεισίματος λογαριασμού στα αρχεία τους.

Ωστόσο, έχω ήδη αποστείλει email και απαντήσεις που δείχνουν ότι είχα ζητήσει οριστικό αποκλεισμό λόγω εθισμού στον τζόγο και είχα λάβει σχετική επιβεβαίωση.

I would like to inform you that in neither of the two accounts was I asked for KYC they just let me deposit. I am getting stressed out please help me get my deposits back

Θα ήθελα να σε ενημερώσω ότι σε κανέναν από τους δύο λογαριασμούς δεν μου ζητήθηκε KYC με άφησαν απλά να καταθέτω. Με τρώει το άγχος σε παρακαλώ πολύ βοήθησε με να πάρω πίσω τις καταθέσεις μου

The casino has stopped responding to my emails about deposit refunds for 5 days now.

Το καζίνο έχει σταματήσει εδώ και 5 ημέρες να μου απαντάει στα ειμαιλ για την επιστροφή των καταθέσεων

Dear Player,

Unfortunately, I would like to inform you that since this casino has multiple cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of WestAce Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from WestAce Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.