WestAce Casino - プレイヤーによる自己排除申請は無視されます。

Dear Casino Guru,

I would like to file a formal complaint against WestAce Casino regarding their failure to properly handle my repeated self-exclusion requests related to gambling addiction.

Over a prolonged period, I contacted the casino multiple times requesting a permanent self-exclusion because I suffer from a gambling problem. The first mail is from 07-05-2026. I added a screenshot. I have no screenshots from the live chats. During conversations with their live chat support, I was instructed to submit my request via email. I followed these instructions and sent emails clearly requesting the permanent closure of my account and the blocking of any future access.

Unfortunately, I never received any response or confirmation from the casino regarding these requests. Despite informing them about my gambling addiction and explicitly asking for protection measures, my requests appear to have been ignored.

What concerns me most is that after making these self-exclusion requests, I continued to receive promotional emails and marketing offers encouraging me to gamble further. Because my account remained active and unrestricted, I unfortunately continued gambling and suffered losses of approximately €2,500.

I believe the casino failed in its responsible gambling obligations by not acting upon my requests for permanent self-exclusion and by continuing to send promotional material to a vulnerable customer.

I kindly request that Casino Guru investigate this matter and assist in reviewing whether the casino acted in accordance with responsible gambling standards and player protection policies.

Thank you for your time and assistance.

Kind regards,

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you sent any follow-up emails to the casino customer support after your initial self-exclusion request remained unanswered?
• Please forward the full email, along with any subsequent communication you may have had with customer support, to veronika.f@casino.guru.
• Have you contacted customer support via live chat or through any other channels after receiving no response to your email?
• Is your account still accessible, or has it been closed in the meantime?
• Have you completed the full KYC verification process at this casino?

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

Best regards

Veronika