Wallacebet Casino - El jugador informa una violación de cuenta y solicita un reembolso.

Dear Casino Guru Team,

I hereby file a complaint against WallaceBet Casino, operated by LCS Limited.

I have a gambling addiction and have self-excluded from several LCS Ltd. casinos, including BonusBet, BetnFlix, OneStep, SonsOfSlots, Lapilanders, and others.

Nevertheless, I was able to open a new gaming account at WallaceBet, make deposits, and continue playing.

The support messages on the various platforms are structured and worded almost identically, which indicates a centrally controlled structure within the group of companies.

Failure to comply with my self-exclusion at the corporate level constitutes a serious violation of player protection and licensing obligations.

I therefore request a refund of my deposits at WallaceBet in the amount of €511.

Evidence is available in the form of emails, screenshots and transaction data and will be made available upon request.

Sehr geehrtes Casino Guru Team,

ich reiche hiermit eine Beschwerde gegen WallaceBet Casino, betrieben von L.C.S. Limited, ein.

Ich bin glücksspielsüchtig und habe mich bei mehreren LCS Ltd.-Casinos – darunter BonusBet, BetnFlix, OneStep, SonsOfSlots, Lapilanders u. a. – selbst ausgeschlossen.

Trotzdem konnte ich bei WallaceBet erneut ein Spielkonto eröffnen, Einzahlungen tätigen und weiterspielen.

Die Supportnachrichten auf den verschiedenen Plattformen sind nahezu identisch aufgebaut und formuliert, was auf eine zentral gesteuerte Struktur innerhalb der Unternehmensgruppe hinweist.

Die Nichteinhaltung meiner Selbstsperre auf Konzernebene stellt einen groben Verstoß gegen Spielerschutz und Lizenzpflichten dar.

Ich fordere daher die Rückerstattung meiner Einzahlungen bei WallaceBet in Höhe von € 511,-.

Beweise liegen in Form von E-Mails, Screenshots und Transaktionsdaten vor und werden auf Wunsch zur Verfügung gestellt.

Dear x4wsccrkcd,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support via live chat after you learned your self-exclusion didn't extend to creating a new account?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru along with other evidence.
• Could you please advise 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 opened, I would recommend that you send another request, but this time, include me in the copy of your email.

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 Wallacebet 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."

Please send another email to support@wallacebet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

Dear x4wsccrkcd,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru