WestAce Casino - La cuenta del jugador ha sido cerrada tras el depósito.

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.

Dear nickauris,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered with your deposit at Westace Casino.

I have reviewed the General Terms and Conditions and Responsible Gambling Policy of the casino and found the following important points:

4.1 By opening an account on the Website and using its services, you warrant that:

You are acting on your own behalf;

You are a competent and law-abiding citizen;

You do not have a gambling addiction and are not using the Website under the influence of alcohol, drugs, or other substances;

All data and information provided during registration is true and will be kept up to date;

You understand and accept the possibility of monetary loss while using the services;

You are not using funds obtained illegally or from illegal sources;

You have not colluded, and will not collude, directly or indirectly with other customers;

The payment method you use (credit/debit card or others) belongs to you and is not stolen or lost by another person. The company reserves the right to close your account and void winnings if there is reasonable suspicion of a violation of these warranties.

4.2 By opening an account, you warrant that you have never previously registered another account or received money through an account belonging to another person.

4.3 You warrant that the information you provided during registration is true and complete.

It is the player’s responsibility to notify the Website of any other accounts they may hold and to commit not to open any additional accounts. According to these terms, the casino may have taken steps to prevent the creation of new accounts to ensure that no further accounts are opened if you were self-excluded in their database.

To better understand your situation and assist you, could you please provide more details regarding your issue? The following questions may help clarify the situation:

• Which types of games did you focus on — slots, live casino, sports betting, etc.?
• Did you pass the verification process before losing access to your account?
• What specific reason did live support provide for your account deactivation?

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

Best regards,

Petra

Good afternoon. I didn't even play 10 cents. I registered. They accepted me normally. And as soon as I deposited 150 euros, my account was closed without warning. And when I spoke to the support they told me that your account was closed by the administration. And they told me to send a message to the support. I sent a message to the email they have and I'm still waiting for my deposit back. In a little while we'll be waiting for 2 months.

Καλησπερα σας . Δεν επαιξα ουτε 10 σεντς . Εκανα εγγραφη με.δεκτηκαν κανονικα . Και μολις εβαλα χρηματα μεσα 150 ευρω εκλεισε ο λογαριασμος μου χωρις προειδοποιηση . Και οταν μιλησα με το support μου ειπαν οτι εκλεισε ο λογαριασμος σας απο την διοικηση . Και μου ειπαν στειλτε μηνυμα στο support . Εστειλα μυνημα στο μειλ ππυ εχουν και ακομα περιμενω τη καταθεση μου πισω . Σε λιγο παμε σε 2 μηνες αναμονη .

Thank you for your reply and for providing the previous details, nickjoey.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear nickjoey,

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

Dear nickjoey,

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,

Petra