Wazbee Casino - La cuenta del jugador ha sido cerrada sin que se haya atendido su solicitud.

I have proof that I have asked to close my account a while back as I have a problem,They never honoured my request I have deposited more since and I want a refund,they closed my account when I came looking for a refund

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Dear Eoin12;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

Have sent emails

Any word on this?

Dear Eoin12,

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, Michal (michal.v@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,

Tomas

Hello Eoin12,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wazbee Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Hello Michal,

We have sent you an email with an explanation regarding this case.

Dear Wazbee Casino,

Thank you for the email and for the clear explanation of the events. You mentioned that the player contacted you multiple times, specifically on 22.1., 13.5. (live chat) and 26.5. But the player has also provided us with an email from 13.5. where a gambling problem is explicitly mentioned. Do I understand correctly that you've not received this email?

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.

Hello Michal,

We have sent you an additional email.

Dear Eoin12,

Could you please send me the email from the 13.5. as an attachment? Please send it to michal.v@casino.guru.

Sent

Dear Eoin112,

I have received only a screenshot of the email. Apologies if I did not make myself more clear, I asked you to send me the email downloaded directly from your email client in MSG or EML format.