I have requested that my Game Account be closed at Wallacebet Casino on 23/02/2022, citing gambling addiction (vouchers for this in an email). My account has been closed upon my request. However, I have managed to open an account at Nucleonbet Casino on 13/06/2022, a sister casino in Wallacebet (license MGA / B2C / 233/2013 issued to LCS Limited, C-64070). I got a total deposit of € 1200 which I lost. That’s when I realized it was Wallacebet’s sister casino.

I have contacted Nucleonbet about this and requested a refund of the deposits, claiming that my account at the sister casino has been closed. The casino does not agree to take any responsibility for this and therefore does not agree to return deposits. My account with Nucleonbet is now closed because I requested that it be closed.

Can you help me with this, because I think it is wrong for me to have opened an account / deposited money even though my sister casino has been closed.

Thank you!

Olen pyyt?nyt pelitilini sulkua Wallacebet kasinolla 23/02/2022, vedoten peliriippuvuuteen (t?st? tositteet s?hk?postissa). Tilini on pyynn?st?ni suljettu. Olen kuitenkin onnistunut avaamaan tilin Nucleonbet kasinolle 13/06/2022, joka on Wallacebetin sisarkasino (lisenssi MGA/B2C/233/2013 issued to L.C.S Limited, C-64070). Sain talletettua yhteens? 1200€, jotka h?visin. Silloin huomasin, ett? kyseess? on Wallacebetin sisarkasino.

Olen ollut yhteydess? Nucleonbetiin asiasta, ja pyyt?nyt talletusten palauttamista, vedoten siihen, ett? tilini sisarkasinolla on ollut suljettu. Kasino ei suostu ottamaan mit??n vastuuta asiasta, eik? t?ten suostu my?sk??n palauttamaan talletuksia. Tilini Nucleonbetill? on nyt suljettuna, sill? pyysin sen sulkua.

Pystyttek? auttamaan t?m?n asian kanssa, sill? mielest?ni on v??rin, ett? olen saanut avattua tilin/talletettua rahaa, vaikka sisarkasino on ollut suljettu.

Kiitos!

Dear ilonam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication between you and the casino to [email protected]? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Hey!

I have emailed the requested documents.

Hei!

Olen l?hett?nyt pyydetyt dokumentit s?hk?postitse.

Thank you, ilonam, for the forwarded communication. Could you please forward supporting evidence that your Wallacebet Casino account has been suspended due to a gambling problem?

Hey!

Thanks for the answer. I have emailed the requested evidence.

Hei!

Kiitos vastauksesta. Olen l?hett?nyt pyydetyt todisteet s?hk?postitse.

Thank you very much, ilonam, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ilonam.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear ilonam,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

[email protected]