Wazbee Casino - Casino ignoring my request for a permanent account closure for 19 days

Dear Wazbee Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello!

On 01.04.2026, the client requested an account suspension via live chat. No mention of gambling addiction was made.
In accordance with the Terms and Conditions, the account was blocked for 7 days.

The client was informed about the option to request permanent or long term self exclusion via the Security Department.

The account was automatically reactivated on 08.04.2026 after the 7 day period,

The client’s first deposit on their gaming account was made on 17.04.2026 at 16:19 UTC, and the last deposit was made on 18.04.2026 at 11:28 UTC.
The total amount of deposits is 338 EUR.

On 18.04.2026 at 20:01 UTC, the client requested account blocking again via live chat.

No email from the client to the Security Department has been received.
After submitting a request to block an account via securi­ty@­waz­bee.ca­sino, clients are advised to ensure they receive a confirmation email. In some cases, emails may be filtered into Spam folders; therefore, if no confirmation has been received, the client should contact the Support Department for further assistance.

According to the Terms & Conditions:

3.11 The support department can’t set any blocks and/or restrictions for a period longer than a week. In order to limit, exclude and/or block your account at Wazbee it is required for you to send an email to securi­ty@­waz­bee.casino stating your name, surname, mobile phone number, reason for your account limita­tio­ns/­exc­lus­ion­s/block and the preferred time frame. If a Client’s account is blocked (whether permanently or not), the Support Department (and/or any other eligible department of Wazbee online casino) cannot accept any deposits, process any withdrawals or complete any part of the verification process, as well as do other actions related to the Client's account. If your account is not yet verified we kindly ask you to add an ID document to the email in order to add it to the user file in question.

2.14 When the Customer sends an email to suppor­t@w­azb­ee.c­asino or securi­ty@­waz­bee.ca­sino, the Customer must make sure that this message is directly addressed and not a forward or carbon copy (cc). There is a high possibility that these types of emails will go into Spam and therefore won't be viewed by the relevant department. This procedure is even more relevant when the matter is regarding account closure or gambling problems.

22.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables you to close your Account or restrict your ability to place bets or game on the Website for a minimum period of one day. Once your Account has been self-excluded you will receive mail from securi­ty@­waz­bee.casino and you won’t be able to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. After sending a request to block your account to securi­ty@­waz­bee.ca­sino, please make sure you get a confirmation email back. Sometimes emails might be stuck in Spam, if you haven’t received a confirmation email from securi­ty@­waz­bee.ca­sino, please contact our Support Department. At the expiry of the self-exclusion period you will be entitled to re-commence use of the Services by contacting securi­ty@­waz­bee.ca­sino.

Dear AskGamblers,

I totally requested permanent account closure via chat, first of all.

If I wasn't, they wouldn't direct me to send the email to the securi­ty@­waz­bee.casino address.

I entered the email address myself and you can see it is correct.

This explanation how the email " could have" ended up in spam is not my responsibility or fault.

I did everything I had to, in order for my account to be closed permanently.

Everything beyond is casino's responsibility and therefore I request my money to be refunded.

Thank you