WestAce Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

I would like to complain about how WestAce Casino handled my case.

On April 17, 2026, I explicitly informed customer service that I suffer from a severe gambling addiction. I requested that the casino close my player account immediately and permanently, as I had lost control of my gambling behavior and had already lost significant sums of money.

To this day, my player account has not been permanently deactivated. Despite my explicit request, I was still able to access my account, make deposits, and continue playing. As a result, I suffered further significant financial losses.

I contacted the casino again afterwards and asked for a goodwill gesture. Unfortunately, I only received a standard reply stating that lost funds are generally not refunded. The specific circumstances of my case were not addressed.

In addition, I even received promotional emails from the casino, including one informing me that I had won a tournament. I find it very problematic that I continue to receive advertising messages and gambling incentives despite having disclosed my gambling addiction.

I believe that a casino should act immediately as part of responsible player protection if a player explicitly states that he is a gambling addict and requests the closure of his account.

I therefore ask Casino Guru to carefully review my case and request that WestAce re-examine my request and find a fair and amicable solution.

Thank you for your support.

Best regards

Amanda *****

Ich möchte mich über den Umgang des WestAce Casinos mit meinem Fall beschweren.

Am 17.04.2026 habe ich den Kundenservice ausdrücklich darüber informiert, dass ich an einer schweren Spielsucht leide. Ich habe das Casino gebeten, mein Spielerkonto sofort und dauerhaft zu schließen, da ich die Kontrolle über mein Spielverhalten verloren hatte und bereits erhebliche Geldbeträge verloren hatte.

Bis heute wurde mein Spielerkonto jedoch nicht dauerhaft deaktiviert. Trotz meiner ausdrücklichen Bitte war es mir weiterhin möglich, auf mein Konto zuzugreifen, Einzahlungen vorzunehmen und weiterzuspielen. Dadurch habe ich weitere erhebliche finanzielle Verluste erlitten.

Ich habe das Casino anschließend erneut kontaktiert und um eine Kulanzlösung gebeten. Leider erhielt ich lediglich eine Standardantwort, dass verlorene Gelder grundsätzlich nicht erstattet werden. Auf die besonderen Umstände meines Falls wurde dabei nicht eingegangen.

Zusätzlich habe ich sogar noch Werbe-E-Mails vom Casino erhalten, unter anderem mit der Mitteilung, dass ich einen Turniergewinn erhalten hätte. Ich empfinde es als sehr problematisch, dass ich trotz meiner Mitteilung über meine Spielsucht weiterhin Werbenachrichten und Spielanreize erhalte.

Ich bin der Auffassung, dass ein Casino im Rahmen des verantwortungsvollen Spielerschutzes unverzüglich handeln sollte, wenn ein Spieler ausdrücklich mitteilt, dass er spielsüchtig ist und die Schließung seines Kontos verlangt.

Ich bitte Casino Guru daher, meinen Fall sorgfältig zu prüfen und WestAce zu einer erneuten Überprüfung meines Anliegens sowie zu einer fairen Kulanzlösung aufzufordern.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Amanda *****

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• 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 not blocked, as the next step, I recommend you contact the casino again via email at support@westace.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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 WestAce 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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you very much for your feedback and support.

I have already sent you the requested screenshots with the timestamps via email.

I would also like to clarify that I never received a personal reply to my email to the casino. I only received an automated confirmation that my message had been delivered.

Since I received no further response, I contacted live support again. They informed me that my request would be forwarded to the relevant department. Shortly thereafter, my player account was suddenly deactivated, even though I had previously been told that this could only be done via email support.

In my opinion, my account should have been blocked immediately after I reported my gambling addiction in order to prevent further deposits and further gambling.

Thank you for your support. I look forward to your further feedback.

Hallo Tomas,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung.

Ich habe Ihnen die angeforderten Screenshots mit den Zeitstempeln bereits per E-Mail zugesandt.

Ich möchte außerdem klarstellen, dass ich auf meine E-Mail an das Casino nie eine persönliche Antwort erhalten habe. Ich habe lediglich eine automatische Eingangsbestätigung erhalten, dass meine Nachricht zugestellt wurde.

Da ich keine weitere Rückmeldung erhalten habe, habe ich den Live-Support erneut kontaktiert. Dort wurde mir mitgeteilt, dass mein Anliegen an die zuständige Abteilung weitergeleitet wird. Kurz darauf wurde mein Spielerkonto plötzlich deaktiviert, obwohl mir zuvor gesagt worden war, dass dies nur über den E-Mail-Support möglich sei.

Meiner Ansicht nach hätte mein Konto bereits unmittelbar nach meiner Mitteilung über meine Spielsucht gesperrt werden müssen, um weitere Einzahlungen und weiteres Spielen zu verhindern.

Vielen Dank für Ihre Unterstützung. Ich freue mich auf Ihre weitere Rückmeldung.

Thanks for providing the evidence to me.

Unfortunately, I would like to inform you that since this casino has multiple cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of WestAce Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from WestAce Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.