Weiss Casino - Igrački račun je zatvoren zbog problema sa kockanjem.

Hello,

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

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

• Is your account still accessible to you, or has it been blocked? When exactly was your account blocked?
• When exactly did you contact casino support and inform them about your gambling addiction? What guidance have you received?
• Have you sent an official self-exclusion request to support?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still accessible, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Weiss Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support.ru@weiss.bet (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Rules cant stay above the license to self-exclusion their they interests so that players lose more more money - Knowing this in advance about the problem ignore request to ban and by blaming in the muti-acount which has nothing to do with blocking due to gambing problems - they allowed to play without passing the KYC to make deposits so it is necessary to take legal actions

btw u got email also with answer about they dont care about my request self-exclusion

Thanks for reply,

I apologize; however, self-exclusion due to gambling problems in online casinos licensed under the GCB license might not extend to other brands. If you created an account in one casino and self-excluded due to a gambling addiction, a different account in a different online casino might not fall under this protection.

Kindly let me know the details of the situation in your accounts in Weiss online casino. How many accounts have you created there? Have you passed KYC with any of the accounts you created?

Looking forward to your reply.

Hey

I got only one account

I dont have dont KYC i just allow make deposit and allow me play

So in this case I want refund after i send 2 request self-exclusion after lost first money on deposit on 01.08.2025-02.08.2025

request has been sent on 02.08.2025

On 07.08.2025 I was allow to play again on casino and make deposit without any problems and lost more $1690

So now the case for only $1690 USD

Thanks for your reply.

Please send me the request you sent to the casino on August 2nd. If you received any response from the casino, please forward it as well.

My email is tomas@casino.guru

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear nataf555,

Thank you for reaching out and sharing your concerns. We would like to present a clear and thorough explanation to ensure there are no details misinterpreted.

We would like to point out that WEISS.BET Casino operates exclusively under Taktonum Group N.V. and has no сonnection with any other online casino. We encourage players to carefully check the details provided on the official websites of the respective casinos to confirm their differences and ensure clarity.

It is also important to outline that WEISS.BET does not have access to data or personal information shared by players with third-party platforms. This includes any records related to limitations or self-exclusion requests. Therefore, WEISS.BET cannot process or take into account information submitted to other online platforms or external resources.

Firstly, the original complaint addressed the claim  that WEISS.BET had permitted nataf555 to keep playing on the platform, even though he had disclosed his gambling addiction at a different casino, which he mistakenly believed to be associated with WEISS.BET. For further details, please refer to the review here: link.

Following a detailed internal review of the user’s claim, it was established that the player registered on 01.08.2025 and initially contacted our Support Team only to ask whether he could play on WEISS.BET, without disclosing any gambling-related issues. 

Since no restrictions, fraud alerts, or prior self-exclusion records tied to nataf555's account were found, we rightfully confirmed that he was eligible for activity on WEISS.BET.

A few days after registering and playing, nataf555 contacted our Support Team questioning why he was allowed to play despite having told about his gambling addiction. Upon receiving this message, we immediately provided him with all necessary information and guidance to initiate the self-exclusion process to be completed quickly and without delay.

It is important to clarify that WEISS.BET operates independently and bears no responsibility for the actions, restrictions, or policies of other online casinos or gaming operators. Decisions made by other platforms have no bearing on the operation of WEISS.BET and cannot be considered as the reason for measures or actions on our side.

After evaluating all related correspondence and information, it was determined that nataf555’s request for a refund was unfounded, as no evidence indicated that the player had disclosed his gambling addiction prior to his activity on WEISS.BET.

Secondly, a separate claim was raised regarding nataf555’s account closure process on WEISS.BET. For further details, please refer to the review here: link. 

Immediately after the player informed WEISS.BET about having a gambling problem, we promptly provided detailed instructions on the procedure for permanent self-exclusion, as we outlined in the details to the first case above.

We also pointed out that this information remains accessible to the player in their Support correspondence or in the "Self-Exclusion Policy" section available on WEISS.BET.

We want to outline that by registering an account on WEISS.BET, nataf555 agreed to our Terms & Conditions, which clearly outline the process and rules for self-exclusion, including the requirement that such requests must be initiated directly by the user through the dedicated section of the platform.

One of the mandatory steps of this procedure is identity verification (KYC), which is required to confirm that the request comes from the account owner and to ensure security requirements are met. 

After nataf555 did not proceed with the required steps, we reached out to him again to offer additional assistance. The player was informed that his account could be restricted upon completion of KYC verification as an alternative option to assist him in closing the account.

However, nataf555 did not complete KYC, and therefore the process could not be fully finalized, despite WEISS.BET providing all necessary guidance and support on multiple occasions.

Kind regards,

WEISS Team

I would like to thank the Weiss Casino team for very well written and detailed explanation. It helps a lot to clarify the situation. Given the nature of this complaint, would it be possible to close this account due to gambling addiction and exclude it from any future marketing communication, or does the KYC procedure still need to be finished in full?

Dear nataf555, I will start with reiterating the statement from above: Weiss Casino and Fairspin Casino are not connected. Weiss Casino is operated by Taktonum Group N.V., while Fairspin Casino is operated by Techcore Holding B.V. Even so, there is no mentioning on Wiess Caisno's site that self-excluding in other casinos or groups will automatically apply to them.

Next, I would like to ask if you will be disputing any of the statements made by the casino, as they seems to explain the whole situation in detail. So far it seems like the self-exclusion procedure has not been finished by yourself. If you do have an issue with anything stated above, plese let us know and ideally also provide evidence supporting your statement. Thank you.

I did request self-exclusion ban after  04.08.2025 and u still dont ban my account

U have email +chat and report on it by other forum also

Why are my requests being ignored?

We talking only about 04.08.2025

No one by now talking about what happend before this. You accepted my money without any problems after requests was made

For a only $1690 USD not talking about any date before request self-exclusion

I did request self-exclusion ban after  04.08.2025 and u still dont ban my account

U have email +chat and report on it by other forum also

Why are my requests being ignored?

We talking only about 04.08.2025

No one by now talking about what happend before this. You accepted my money without any problems after requests was made

For a only $1690 USD not talking about any date before request self-exclusion

Dear nataf555, as per the e-mail you have provided, the casino support team has replied quickly to your self-exclusion request and provided detailed manual how to self-exclude yourself, as this option is available in the player account and you could do it yourself at any point.

As the casino mentioned above, apparently a temporary ban has been issued to your account as a first step towards the self-exclusion, and if you finished your KYC verification afterwards, your account would have been banned permanently.

Unless you can provide some evidence, this seems like a case of not following the procedure and abandoning self-exclusion half-way through.

self-exclusion  was only avaible to ban on max 2 weeks

you can login on they casino and see it it was not allow to ban forever so i did send request self-exclusion on chat

I did all

Thank you, nataf555, I have tried to use the self-exclusion feature within the account myself, and can confirm one week maximum is available, unless KYC verification has been done for the said account in advance. And now I have couple more questions for you:

• Have you tried to pass the KYC verification proces and self-exclude via option in your account? Did you upload required documents and have you ever received any response from the casino or the system, stating any issues with the provided credentials?
• When did you send the first self-exclusion request mentioning gambling addiction to the support team and have you ever received any response? And just to be sure, requests sent to the live chat does not count, as the self-exclusion process clearly states the request has to be sent by e-mail, from the registered e-mail address associated with the account.

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nataf555,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/ru/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej