The player from Germany had requested self-exclusion and account deletion, citing unavailability of payment methods. Despite opting out, she continued to receive emails from the casino. The complaints team had attempted to understand the issue in detail and requested more information from the player. However, due to the player's lack of cooperation and failure to provide necessary information, the complaint had been closed without resolution.
BigWins Casino - Player's self-exclusion request has been ignored.
Amount: ??
BigWins Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I have frequently requested self-exclusion and to have my account deleted because there are no payment methods available for me. Despite consistently opting out of emails, I keep receiving them. This action is ignored and I continue to receive emails. It's frustrating that the unsubscribe function they offer seems useless to me.
Automatic translation:
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5 months ago
Dear bell2410,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Do I understand correctly that your only reason for the account closure request was missing payment methods? Could you please forward me the account closure requests? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance.
Best regards,
Kristina
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5 months ago
Translation
I got emails again,
dThat annoys me so muchAutomatic translation:
Texting again
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5 months ago
Thank you for your reply, bell2410. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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5 months ago
Translation
I've been getting emails again even though I clicked unsubscribe, I'm so annoyed
Automatic translation:
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5 months ago
Dear bell2410,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
I still get emails and text messages all the time
Automatic translation:
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5 months ago
I'm sorry, but I need you to cooperate and provide the necessary information to proceed with this or any complaint. This complaint has been open for nearly three weeks without progress. We prefer to focus our time and energy on assisting players who require our help and are willing to cooperate.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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