Wettzo Casino - Das Spielerkonto wurde geschlossen und die Gewinne einbehalten.

I am filing a complaint against Wettzo Casino for the unjustified closure of my account and the seizure of €50,000 in winnings. I am a French resident currently traveling in Morocco, which explains my current IP address. I started with a no-deposit bonus for email verification, meticulously respecting the maximum bet until the wagering requirement was met. Once the conditions were fulfilled, my balance of €204 was converted to real money. With this real money balance, free of any restrictions, I continued playing, eventually reaching €5,000. I then contacted support to complete my KYC (Know Your Customer) verification and sent all my documents. While waiting for the 24-hour verification promised by support, I continued playing, and my final balance before the account was blocked was €50,000. The casino closed my access without explanation after I requested a withdrawal of €5,000. My screenshots prove that my Real Balance was over €58,000 at the time of the transaction, that my Bonus Balance was at 0.00 (wager expired), and that the €5,000 withdrawal was indeed pending. I have complied with all the terms and conditions and I am requesting your assistance in recovering my €50,000 in legitimate winnings.

Je dépose une plainte contre le casino Wettzo pour la fermeture injustifiée de mon compte et la saisie de 50 000 € de gains. Je suis résidente française actuellement en voyage au Maroc, ce qui explique mon IP actuelle .J'ai commencé avec un bonus sans dépôt de vérification d’e-mail en respectant scrupuleusement le Max Bet jusqu'à la fin du wager. Une fois les conditions remplies, mon solde de 204 € a été converti en argent réel. C’est avec ce solde réel, libéré de toute contrainte, que j’ai continué à jouer pour monter à 5000€. J'ai alors contacté le support pour valider mon KYC et envoyé tous mes documents. En attendant la vérification de 24h promise par le support, j'ai continué à jouer et mon solde final avant le blocage était de 50 000 €. Le casino a fermé mon accès sans raison après ma demande de retrait de 5000€. Mes captures d’écran prouvent que mon Real Balance était de plus de 58 000 € au moment de la prise, que mon Bonus Balance était à 0.00 (wager fini) et que le retrait de 5 000 € était bien validé en attente. J'ai respecté tous les termes et conditions et je demande votre aide pour récupérer mes 50 000 € de gains légitimes.

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Hello,

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

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

• Could you please specify the date of registration in the casino? Have you registered at the casino while in France?
• Was your player's profile filled out with accurate, verifiable information to your knowledge?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, 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

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Thanks for your patience and explanation of the situation.

Could you please list which documents you provided for verification, and when you provided them to the casino?

Please let me know.

Hello, the documents I provided are as follows: a copy of both sides of my ID card, a selfie of myself holding my ID card, and proof of address.

I don't remember exactly, but I think I submitted them on May 5th or 6th.

Initially, I only sent a copy of both sides of my ID card and my proof of address. I then contacted support to ask if the document verification had started. They then asked me to add a selfie with my ID card.

Sincerely, DRISSI ****

Dear S9214z,

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, Michal (michal.v@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,

Tomas

Hello S9214z,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wettzo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V