Dear Askgamblers,
On April 21st I've self excluded at Westcasino. Their terms and conditions specifically say that an email is needed for selfexclusion and such request will take effect within 24 hours from the moment of receipt of the request by our Support team. So I send an email where I asked them to selfexclude me permanently due to gambling addiction. I received that same day a ticket with the receipt of my request.
On May 19th I was still able to reopen my account and deposit and play in WestCasino eventhough they were aware of my gambling addiction.
I decided to chance deactivating my account to which I was able to very easily . I am a gambler it doesn’t take much to entice but I was trying to safeguard myself by sending them an email to selfexclude me permanently. This however, was not carried out by the casino.
I decided to contact them and asked them why they let me open my account if they were aware off my gambling addiction. They refused to refund my 1250€depost.
Please see their terms below;
29.3 Self-exclusion - If you feel that you may have lost control of your gambling, we provide a self-exclusion facility which can be activated by contacting support@westcasino.com. Self-exclusion means that your account will remain closed during the entire exclusion period, which can be set for a minimum of 6 months. This is the major difference to a standard account closure request. Should you wish to activate permanent self-exclusion you may do so by contacting the above email address. Any funds remaining in your account/s, shall be immediately returned to You, with an applied deduction equivalent to the transaction processing fees.
Should You self-exclude and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing, all of your bets shall be voided by us and all of your deposits will be returned to You, with an applied deduction equivalent of the transaction processing fees. This will occur immediately upon detection and You agree to waive any and all claims relating to the respective amounts.
''Self-exclusion
If you feel that you may have lost control of your gambling, we also offer self-exclusion option which can be activated via email, as specified in the Terms and Conditions. You MUST state your wish to SELF-EXCLUDE and any such request will take effect within 24 hours from the moment of receipt of the request by our Support team. NOTE: Unless SELF-EXLCUSION has specifically been stated, your request will be treated as standard account closure as illustrated above and can therefore be reopened at any time during the selected period.""
The casino is now refusing to pay back the €1250 deposits that were made after selfexclusion and aren't taking my gambling addiction serious.
I tried to protect myself by sending them an email to selfexclude permanently so that im unable to reopen my account as this is how it works for all others casinos . But it was very easy for me to reopen and deposit again.
Not just for me but also for other gamblers this can be very harmfull, reopening an account this easy while you have mentioned your gambling addiction. I feel that they are taking responsible gaming not serious.
Can you please help me get my 1250 deposits back?
PS: I've send you an copy of the email where I asked Westcasino to selfexclude me due to gamblingaddiction
Complaint Info
Disputed casino
Reason
Hello MIRAAA3 and AskGamblers Team
The complaint is the exact copy paste of the complaint that was made by the player with the Malta Gaming Authority (MGA).
The user requested the self exclusion which was applied as per the regulations, and the account was reopen only after we followed the MGA procedure, where the user wanted to cancel the Self-Exclusion voluntarily.
We had the clear request from the player to reopen the account, in written communication, followed by 7 days cool-off that we placed, as the authority requires in such cases.
MIRAAA3 mentioned the account was easily open, which is not the case. The main measures that we took in order to be responsible: we needed not only the written requests, however as well answering multiple questions to understand her condition + 7 days cool-off that we applied before the self-exclusion was cancelled.
In our opinion, the 7 days represent a period of time meant to allow the user to consider their choice, and to give the user the opportunity to change their mind about the self-exclusion cancellation request.
We have made sure that the user cannot have the self-exclusion cancelled ever again.
I am asking AskGamberls Team if we are required to provide the proof of the conversations with the player and the time-frames of the self-exclusion, deposits and self-exclusion cancellation. And if needed to show you the proof of the exact communication that we currently have with the MGA regarding the complaint.
Regards,
Ed Blake
Dear Westcasino,
Please provide them our conversation, I'm more than happy for them to see as well as the MGA.
My bad is that I requested to reactivate my account which I shouldn't have. I totally agree on that. You however, should have never given me the option to reopen my account when you are aware of my gambling addiction. You are claiming that you didn't open it easily and you asked several questions. That's a lie you never asked me about the addiction.
And now you are trying to justify it by using the 7 day cool off period, while my account was not a normal acccount closure but a self-exclusion due to gambling addiction.
As I mentioned in my email, to both Askgamblers and MGA I don't accept this and I want my money to be refunded due to you not sticking to responsible gaming terms.
Askgamblers, in addition to my previous comment just to make u aware that I filed a complaint yesterdat at MGA as well. Who are currently investigating this. My point is that I feel Westcasino should have never given me the option to reopen my account if they now I'm a gambling addict. That's what I'm angry about. None of the other casino's accept players who selfexcluded due to gambling problems. Westcasino doesn't care about responsible gaming.
Hello MIRAAA3
Sad to hear you feel this way, however rest assured, the responsible gaming tools are available for one to use since registration, and throughout the entire stay. We noticed that you did not use any tools from your account, including playing limitations, such as deposit limit / wager limit / session limit or loss limit, and we always recommend those in addition to the cool-off / self-exclusion.
The self-exclusion cancellation took 7 days since your request and we are sad to see it was not long enough for you to cancel the decision and to analyze your options.
We would never remove a self-exclusion such as your case, unless the cool-off period would take place. This is because we need to make sure there is plenty for the decision process.
As well we recommend to seek help at www.begambleaware.org since they are available 24/7. We highly recommend to make use, for anyone who felt that gambling was not only a fun activity, however it had a negative impact instead.
We regret to hear about your situation and hope everything will turn out good for you.
Best Wishes,
Ed Blake
What does it help to permanently selfexclude if I can reopen my account any time at your casino? Why send an email if I can reopen anytime??? You were aware of my gambling addiction and you totally ignored it and trying to justify it by the 7 day cool off period, while you knew of my gamble problems. This is wrong in so many ways. Your support team should have never allowed me to reopen my account.
Your own terms say that a standard account closure is being treated differently than a selfexcluson. It clearly states that an email is necesarry for permanent Self-exclusion and that any request to reopen will be rejected. Well that's a lie it didnt get rejected. Please see westcasino's term below and pay attention to the last part specifically.
"Standard Account Closure
Should you wish to take a break from gambling, whatever the reason may be (except in situation of gambling problems, where the self-exclusion option should be utilized as illustrated further down), we offer you to close/freeze your account with us. To close your account please contact our Customer Support. A standard account closure means that your account can be reopened at any time, upon request. To reopen your account please contact Customer Support. In some instances, we may ask for a reason before activating the account.
Self-exclusion
If you feel that you may have lost control of your gambling, we also offer self-exclusion option which can be activated via email, as specified in the Terms and Conditions. You MUST state your wish to SELF-EXCLUDE and any such request will take effect within 24 hours from the moment of receipt of the request by our Support team. NOTE: Unless SELF-EXLCUSION has specifically been stated, your request will be treated as standard account closure as illustrated above and can therefore be reopened at any time during the selected period.
For additional information about how we treat self-exclusion such as potential closure of other accounts on sites managed and operated by the license holder, please visit the Terms and Conditions.
!!!!During the period of self-exclusion, it will in most instances NOT be possible to reopen the account and any request to do so will automatically be rejected."!!!!

Dear all,
We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.
As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Dear all,
This complaint has been reopened as per WestCasino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear @Miraaa3,
AskGamblers Complaints Team has been informed on behalf the WestCasino management that the case had already been ruled by regulatory body - MGA. Furthermore, we have been informed that regulator's final decision was to rule the case in the operator's favor. We kindly ask you to confirm.
Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.
Thanks in advance for your cooperation.
Hi askgamblers,
I haven't heard back from MGA yet.
Dear Askgamblers,
I just spoke to MGA over the phone and they have informed me that no decision has been taken yet and they are still investigating this case.
@Westcasino, I don't know why you claim this case has been resolved when MGA is currently still investigating.
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