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I am filing this complaint against Wettson Casino regarding the wrongful confiscation of $9,331.88. I am disputing the casino's misapplication of Term 7.21.11 to a situation their own terms explicitly govern differently, and which the casino's own system records confirm never occurred.

I have contacted support directly, and the casino has communicated (both to me and to the affiliate through whom I registered) that their decision is final. I have therefore exhausted all avenues for direct resolution with Wettson.

INCIDENT

On February 5th, I deposited $25 and received a sports bonus ($12.50). After winning approximately $1,000 on slots, I cancelled the bonus. The system deducted the $12.50 and left my balance as "Real Money."

EVIDENCE: TERMS CONTRADICT CONFISCATION

The casino's own bonus terms directly undermine the basis for confiscation.

The casino is applying General Term 7.21.11 to confiscate winnings that were structurally impossible to generate with the bonus.

Bonus T&C 1.3 explicitly states: "Bonuses must be wagered exclusively on valid games... a Sportsbook bonus must be wagered exclusively on Sports."

Bonus T&C 1.5 explicitly states: "Real money is always used before bonus money when playing with an Active bonus on the Αccount."

As you will find in the attached evidence, no wagering has been made on the bonus during this period. You will also find this bonus balance was never touched in my wagering on the casino games. Therefore, these winnings cannot be classified as "generated winnings" from the bonus under Term 7.21.11. The casino is misapplying a cancellation penalty to Real Money winnings that had no connection to the Sports bonus.

EVIDENCE: FREEROLLING

Following the bonus cancellation, I continued to wager for four consecutive days, reaching a total turnover of over $120,000. During this period:

(1) I attempted to withdraw funds two times.

(2) The casino manually reviewed and declined these withdrawals, requesting KYC documents and bank details instead of flagging any rule breach.

(3) By allowing me to continue wagering $120,000 on a "Real Money" balance for several days, the casino accepted the risk of me losing the funds. Only when the balance reached a substantial amount ($9,331.88) did they retroactively invoke a rule from the initial session to seize the winnings. This is a textbook definition of "freerolling."

EVIDENCE: OBSTRUCTION & STALLING

When I requested evidence of the alleged breach (logs and IP data), the casino (via 'Jonathan') claimed they needed 30 days due to GDPR policy to provide this. However, they provided the exact same data to my affiliate representative in less than 72 hours to defend their decision. This proves the GDPR window was used purely as a stalling tactic to obstruct my ability to file this dispute. 

This evidence was requested at 2026-02-10 16:59 CET, and I have yet to receive any proof of wrongdoing. I have also shared this complaint and my inquiries into the regulatory bodies to Wettson at 2026-02-13 12:22 CET, advising them these documents would be sent 2026-02-14 13:00 CET, and they have failed to respond. Hence I am filing this complaint.

EVIDENCE: OTHER

The casino also vaguely cited VPN use (Term 5.9.5). I have provided a chat transcript where I specifically asked support (Eloise) if VPNs were allowed; she said no, and I have strictly complied with this ever since. In correspondence with affiliate contacts they have ommited that claim.

DESIRED OUTCOME

I request the full restoration of my balance ($9,331.88). The casino's failure to intervene during four days of heavy wagering and multiple manual reviews constitutes a waiver of their right to retroactively enforce a cancellation term.

I have attached my prepared formal unsubmitted dispute with the Anjouan Gaming Control Board, where you will find all necessary proof. It will remain unsubmitted until this complaint is finalized.

On the following links you will find archives of the Wettson T&C as of Writing this complaint:

- Bonus T&C: https://urlscan.io/result/019c5c4b-2928-70ac-993d-8df009766cda/content/

- General T&C: https://urlscan.io/result/019c5c4d-f70d-7609-9d01-d0c2f1422c31/content/

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Hello,

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

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

• Did the casino already provide you with your game history? Could you please explain which party these records were shared with?
• Was there any game activity on the slots you were playing prior to you depositing $25?
• Was your balance split between bonus money and real money before you decided to cancel the bonus?
• Were you aware of the bonus wagering progress before canceling the bonus? Do I understand correctly that the wagering progress was 0?
• Could you please explain why you accepted the sports bonus, but played slots instead?
• Have you placed any bets between the time you activated the bonus and the time you canceled it?
• Share your responses here or send them privately to my email at tomas@casino.guru

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

• Yes, I can access my account statement on the site, and yesterday the casino finally sent my full game history after my formal request. However, they provided the data without any clarification or evidence of the alleged breach, nor did they point to any specific game rounds. As mentioned, this same data was shared with my affiliate representative within 72 hours, while I was initially told to wait 30 days due to GDPR.
• Yes, I had played slots earlier that night. I made several deposits totaling $145. I played one $40 deposit with a bonus down to zero before making further deposits without bonuses. The $25 deposit was my final one for the night, where the sportsbook bonus was activated by mistake. 
• The bonus money ($12.50) was not even visible while I was playing slots, as it was tied to the sportsbook. I only noticed the discrepancy when leaving a game, seeing the extra $12.50 in the lobby balance. When I cancelled it, exactly $12.50 disappeared. My records, which I attached in the initial complaint, prove that $0.00 was won and $0.00 was wagered from that bonus.
• Yes, the wagering progress was 0% and "won" amount was $0.00. Since the bonus was for the sportsbook, I was not even aware it was active until I checked the lobby balance.
• It was a simple misclick during the deposit process. My entire history for the night shows I was only there to play slots, not sports. I cancelled it to ensure my balance remained "clean" real money once I realized the mistake.
• Yes, I placed bets on slots during that time, but they were exclusively made with my real money deposit. As per the casino's own terms (1.5), real money is used first, and my evidence confirms the bonus balance of $12.50 remained completely untouched throughout the session.

Thanks for your patience.

Would you be able to share the records - your game history - the casino sent you? Forward them to my email for review.

My email is tomas@casino.guru

Yes, sent.

Dear tapetkabin,

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, Matej (matej@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 tapetkabin,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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 you contact the Anjouan Gaming Authority (https://anjouangaming.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Hello Matej, thank you for your help so far. From what I can read on the AGCB site, I need to first submit a complaint through the site seal, which I can’t find anywhere on Wettson’s site. I also cannot find their alternative dispute resolution provider. Am I just missing it or are they non-compliant?

Unfortunately, dealing with Anjouan can be somewhat complicated.

Please use the following contact form to reach them directly: https://anjouangaming.com/contact/

In your message, explain that you have already escalated your complaint against the casino, however the casino issued a one-sided decision which you disagree with. You attempted to escalate the matter further to an ADR provider, but found that the casino has no ADR in place — which is itself a breach of their licensing obligations. You are therefore asking the regulator to assist you in how to proceed, either by providing contact details for an appropriate ADR provider or by mediating the complaint on your behalf.

Please let me know if you need help.

Ok, thanks. You can go ahead and mark this as unresolved as I have nothing to add going forward.

Dear tapetkabin,

could you please confirm that you have submitted your complaint to the regulator? Without this step, I am unfortunately unable to proceed further.

I understand you may have very little faith that the regulator will be able to help, and I completely understand that feeling. However, I have personally seen many complaints that remained unresolved for years eventually reach a positive outcome. Please give it a chance — it may be worth more than you think.

Hi Matej,

Yes, I have submitted a complaint to the AGCB regarding the absence of an ADR on the casino site, but have not heard back from them yet. I have also contacted the casino directly but their response referred me to the site footer, where there is no link to ADR (at least not on mobile). Without the ADR, I cannot lodge a complaint, so at this moment the process is stuck.

Dear tapetkabin,

Thank you for the confirmation. Unfortunately, this is all we are able to do at this stage — but please don't lose hope. At Casino.guru, we reopen complaints even months or years after they were first submitted, should new information or circumstances come to light. If anything changes on your end, don't hesitate to reach back out and we will do our best to help.

I am closing this complaint as unresolved with the status: Waiting for the regulator's decision.