WillBet Casino - La cuenta del jugador ha sido cerrada y sus fondos confiscados.

Hi, in June I had a problem with this casino which - shortly after I deposited a total of 0.031 ETH (so about €80) - arbitrarily decided to deactivate my account without providing any explanation.

I didn't even have time to play; I was logged out 5 minutes after depositing. I tried logging back in and got this error:

I've been asking for information for a month both via email (which they never bothered to reply to) and via live chat, but they simply said that I had violated their rules and that they intend to confiscate my money.

I'm truly speechless, it was the first time I used this casino and I really can't explain the reason for this block.

I hope you can help me get my money back.

Salve, io a Giugno ho avuto un problema con questo casino che - poco dopo aver depositato in totale 0.031 ETH (quindi circa 80€) - ha deciso arbitrariamente di disattivare il mio conto senza dare spiegazioni.

Non ho fatto in tempo nemmeno a giocare, sono stato sloggato 5 minuti dopo il deposito. Provo a riloggare e ricevo questo errore:

Ho chiesto info per un mese sia via email (a cui non si sono mai degnati di rispondere) che in chat live, ma si sono limitati a dire che ho violato le loro regole e che intendono confiscare i miei soldi.

Sono veramente senza parole, era la prima volta che usavo questo casino e non mi spiego veramente il motivo di questo blocco.

Spero che voi possiate aiutarmi a recuperare i miei soldi.

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 negative experience with WillBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand that there was no gaming activity on your account before your account was blocked?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

HI,

• I made 2 deposits of 0.016 ETH and 0.015 ETH (so about 80 euros) and after a few minutes my account was blocked, I didn't even have the chance to play on their casino;
• That's right, there was no activity at the casino before it was blocked, only deposits. That's the most absurd thing;
• In live chat (which I unfortunately don't have the transcripts of), they simply said that I had violated their rules (it's unclear which ones, since all I did was register and deposit, and I've never had an account on their site before) and therefore they had decided to block my account and confiscate the funds. I also contacted them via email on August 22nd asking for my money back, after which they were free to close my account, but I received no response.

We are talking about an email sent in August to their support address [email protected] So since they're not giving me any feedback, I have no choice but to turn to you, hoping you can make sense of this mess.

Thank you.

Ciao,

• ho fatto 2 depositi da 0.016 ETH e 0.015 ETH (quindi circa 80 euro) e dopo qualche minuto il mio conto è stato bloccato, non ho nemmeno avuto occasione di giocare sul loro casino;
• proprio così, non c'è stata alcuna attività sul casinò prima di essere bloccato, solo i depositi. Quella è la cosa più assurda;
• in chat live (di cui non ho le trascrizioni purtroppo) si sono limitati a dire che ho violato le loro regole (non si capisce quali dato che tutto ciò che ho fatto è stato iscrivermi e depositare, e non ho mai avuto un conto sul loro sito prima d'ora) e quindi avevano deciso di bloccare il mio conto e confiscare i fondi. Li ho contattati anche via email il 22 Agosto chiedendo di riavere i miei soldi e dopodiché erano liberi di chiudere il mio conto, ma non ho ricevuto risposta:

Parliamo di un'email inviata ad agosto al loro indirizzo di assistenza [email protected] quindi dato che non mi danno riscontro non mi resta che rivolgermi a voi sperando che possiate fare ragionare questo casino.

Grazie.

Dear Spaffle

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, Igor ([email protected]). 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,

Tomas

Dear Spaffle,

I am so sorry to hear about your problem with the WillBet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a WillBet Casino representative to join this conversation and participate in resolving this complaint.

Dear WillBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.