Weiss Casino - La cuenta del jugador ha sido cerrada sin resolución.

(under Curaçao)

Complaint Type:

Responsible gambling / Self-exclusion breach

Amount Claimed:

€700

Complaint Details:

Previously, I won a sum of money at this casino. They then applied very slow withdrawal

processing. This caused me to lose a large part of my winnings. This is a well-known old trick. I

became frustrated and realized that my gambling addiction was too severe. After many attempts in

the live chat to close my account without success, I clearly stated that I wanted my account

permanently closed due to gambling problems. Eventually, I was given a link to make a lifetime

self-exclusion. The staff then assured me several times that I would never be able to play on their

site again. Despite this, it was very easy to reopen my account and lose more money. This casino

does not care at all about protecting players. I request a refund of these €700. In Sweden, the

government announced yesterday that they will become even stricter in blocking casinos without a

Swedish license, since licenses such as Curaçao do not care about responsible gambling. I hope

the rest of Europe will follow. Curaçao has recognized this problem and has introduced stricter rules

for operators, but what difference does it make when casinos like Weiss blatantly ignore them?

They deny that I have self excluded me permantly lifetime but i have done self exlusion and I meantioned several Times in the chat that I have gambling addicion

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Weiss 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?
• Could you please describe the circumstances under which your account was reopened? Did you receive any unwanted marketing communication from the casino? Have you initiated reopening yourself? Were you asked any questions related to responsible gambling before your account was reopened?
• Could you please share your self-exclusion requests with me, or proof that you informed the casino of your gambling problems? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please share your discussion with the casino regarding their denial of your refund?

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

I got advertising. Asked for reopening. The only requirement was that I sent an email stating that I was not addicted to gambling. Reopened immediately. This despite the fact that they promised that my account could never be reopened before and that I had self-excluded for life, which they confirmed in chat. Trying to get chat logs but they refuse to release them.

Jag fick reklam. Bad om återöppnande. Det enda kravet var att jag skickade ett mail om att jag inte var spelberoende. Återöpnnandes med en gång. Detta trots att de lovat att mitt konto aldrig nånsin kan återöpnnas tidigare och att jag gjort självexkludering på livstid vilket de bekräftat i chatt. Försöker få ut chattloggar med de vägrar att lämna ut dom.

Thanks for the explanation.

Have you informed the casino about your gambling problems via live chat only?

Have you received any confirmation from the casino regarding the original self-exclusion process?

Any communication you deem to support your complaint, please forward to my email at tomas@casino.guru for review.

Looking forward to your reply.

Dear jolle,

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