Wettson Casino - El jugador cree que el reintegro se ha retrasado.

I would like to file a complaint against Wettson Casino regarding the unfair confiscation of my winnings amounting to €600.

I strongly disagree with the casino’s decision, as I have not violated any of their Terms and Conditions.

I am a Latvian citizen, currently living and working in Finland. During the time of my activity on the website, I was physically in Latvia on vacation. I used my Finnish SIM card and mobile internet connection.

I did NOT use any VPN, proxy, or any tools to hide or manipulate my IP address.

All deposits were made from my personal Finnish bank account in my own name.

Regarding verification, I submitted all documents that I had available on my phone at that time. I did not provide any forged or altered documents.

Despite this, the casino confiscated my winnings based only on "suspicion" without providing any actual evidence.

I kindly request the casino to provide clear proof of the alleged violations and reconsider their decision.

I am fully cooperative and willing to provide any additional documents if required.

Thank you.

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Dear Valerijs1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

Thank you for your response.

However, this is not a case of delayed withdrawal.

The casino has already made a final decision to confiscate my winnings (€600) and returned only my deposit. I have received an official email from them stating that their decision is final.

This is not a waiting issue, but an unfair confiscation of winnings without proper evidence.

Therefore, I kindly ask you to proceed with the complaint and review the case.

I would also like to add that after the casino made this decision, I can no longer access my game history or deposit history in my account.

It appears that this information has been removed or hidden, which makes it impossible for me to review my activity.

This raises serious concerns about transparency and fairness.

Thank you.

I would like to clarify that the casino has already made a final decision and explicitly stated that they cannot provide any further information or evidence regarding their claims.

This confirms that my winnings were confiscated without any clear justification or proof.

Additionally, I am no longer able to access my game history and deposit history in my account, which raises serious concerns about transparency.

This is not a delayed withdrawal, but a confirmed confiscation of €600.

Therefore, I kindly ask you to proceed with the complaint and investigate this case.

Thank you.

Dear Valerijs1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Thank you for your message.

I would like to clarify that this is not a delayed withdrawal case.

My winnings (€550) were confiscated by the casino, and my withdrawal was cancelled. The casino has already made a final decision and stated that they will not provide any further explanation or evidence.

Therefore, the issue is not about waiting for payment, but about an unfair confiscation of my legitimate winnings.

I kindly ask you to proceed with investigating this case.

Thank you.

Dear Valerijs1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello Karla,

Thank you for your response.

Please find my answers below:

• Have you made any successful withdrawals before?

No, this was my first withdrawal request.

• Could you please confirm that you have passed the KYC verification?

Yes, I submitted all requested documents and fully cooperated with the verification process.

• Did you accumulate your winnings with or without an active bonus?

I played without any bonus. All winnings were made using real money only.

• Did you play casino games or bet on sports?

I played casino games only.

• Could you please share your communication with the casino?

Yes, I will provide all relevant screenshots and emails showing that the casino confiscated my winnings and refused to provide any specific explanation or evidence.

Thank you for your help and support.

Kind regards

Dear Valerijs1,

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, Barbora, (barbora.p@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,

Karla Mayfly

Hello Valerijs1,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

Dear Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora