WestAce Casino - La cuenta del jugador ha sido cerrada sin explicación.

There is a network of casinos that all belong to the same company, have the same support staff and everything.

These include casinos such as: Alf, Casea, WestAce, Neon, Dragonia, etc...

On April 8th I opened an account at WestAce, deposited 75 euros, was winning 105€ and they closed my account 30 minutes after the deposit and also at Alf casino and Casea (all partner casinos)

I have all the emails that prove everything I'm saying is true.

The only response I have received is that, based on article 9.1 of their terms and conditions, they are proceeding to close the account and keep my money.

No explanation, absolutely nothing, a complete scam.

Existe una red de casinos que todos pertenecen a la misma empresa tienen los mismos empleados de soporte y todo.

Entre estos figuran los casinos : Alf, Casea , WestAce,Neón, Dragonia, etc...

El día ocho de abril abrí cuenta en WestAce , deposité 75 euros , iba ganando 105€ y me cerraron la cuenta a los 30 minutos del depósito y también en Alf casino y Casea (todos casinos asociados)

Tengo todos los correos en los cuales puedo demostrar que todo lo que digo es cierto.

La única respuesta que ha obtenido es que en base al artículo 9.1 de sus términos condiciones proceden a cerrar la cuenta y a quedarse con mi dinero.

Ninguna explicación, ni absolutamente nada, una auténtica estafa .

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Good morning ,

Pass the verification.

I deposited €75, they gave me a 100% bonus, so the total balance was €150. In the time I played (approximately 15 minutes) until they closed the account, I had a balance of €180, with a withdrawable balance of €105.

I think I was playing Le Bandit, but I'm not 100% sure.

Buenos días ,

Pase la verificación .

Deposité 75€, me dieron un bono del 100% , por lo que saldo total era 150€ , en el rato que jugué (15 min aprox) hasta que cerraron la cuenta tenía un saldo de 180€ , saldo retirable 105€.

Creo que estaba jugando a Le Bandit, pero no lo recuerdo al 100% de seguridad .

Honestly, this is outrageous. I trusted you to refund my money; I feel completely scammed.

Sinceramente esto es un abuso. Confío en vosotros para que me devuelvan mi dinero, me siento totalmente estafado

Thank you for your response.

Could you please describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play)? Additionally, have you contacted the casino customer support via email to ask about the reason why your account was blocked?

Thank you in advance for your reply.

Best regards

Attila

Dear,

My playing style is slots that are bonus-friendly, with each spin costing between €0.50 and €1. I consider this a normal style.

I have contacted the casino many times and they only told me that I had been blocked for administrative reasons without giving me any further explanation.

I find it very strange because they blocked me just 15 or 20 minutes after I made the deposit, and they told me the account was closed and the money just stayed there, without offering me any application. I consider this completely abusive and serious.

I'm attaching the last email I received.

Estimado,

Mi estilo de juego es en slot bonus friendly y cada giro de 0,5 a 1€ . Un estilo que considero normal.

Me he puesto muchas veces en contacto con el casino y solamente me decían que había sido bloqueado por motivos administrativos sin darme mayor explicación.

Me extraña mucho porque me bloquearon justamente a los 15 o 20 minutos de hacer el depósito y me han contestado que la cuenta se cierra y ya se queda en el dinero si darme ninguna aplicación. Lo considero totalmente abusivo y grave.

Te adjunto último correo que recibí

Dear JLID76,

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, Samuel (samuel.s@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,

Attila

Dear JLID76,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Alf Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Alf Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

It's Westace Casino, a partner of AlfCasino, but they're the same agents 😡

Es el casino westace , socio de alfcasino , pero si son los mismos agentes 😡

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.

Seven more days? They've had my money for a month, and they have absolutely no intention of resolving anything.

Siete días más ? Llevan un mes con mi dinero , no tienen voluntad de solucionar absolutamente nada.

Hello everyone,

first of all, I would like to apologize for the confusion in my initial message. Due to an internal mistake on our side, the wrong casino was tagged in the complaint thread.

Dear JLID76,

thank you for pointing this out and for your patience. I understand your frustration, especially given the time that has already passed without resolution.

Dear WestAce Casino,

please accept this as the official invitation to participate in this complaint discussion.

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Given the delay already involved in this case, I would also appreciate if the matter could be reviewed without further unnecessary extensions.

Thank you for your cooperation.