The player from Greece has tried to block his account permanently due to a gambling problem. Unfortunately, the enquiry was ignored, and the account reopened without any cooling-off period.
bwin Casino GR - Player’s attempt to block his account permanently has been overlooked.
Black points: 168
Amount: €770
bwin Casino GR
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Dear Kyriakos,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward screenshots showing that you have set up request for your account’s closure? My email address is petronela.k@casino.guru. Did you specify for how long you wish your account to be closed and clearly stated the reason why?
I have checked the Responsible Gaming section on the website, and this is what I found https://help.bwin.gr/el/general-information/legal-matters/general-terms-and-conditions#Self_Exclusion:
„20. SELF-EXCLUSION
You may be entitled to request temporary periods of distancing, self-exclusion or unlimited self-exclusion for a period of time using the Responsible Gaming feature of your account through the account closure section. If you choose to use any Remote or Self-Exclusion tool on your Account, the Inactive Account Charge will not be deducted from your Account and your Account Balance (minus any bonuses) will be refunded to you in accordance with the terms of the Agreement. use."
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
can bwin open two accounts for me (with different emails) and certify them to me with the same ID, same phone, etc. ?
Automatic translation:
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3 years ago
You have written in your first comment:
"the first account was deactivated after 30 days because I did not send the verification documents"
Could you please assist with my previous questions?
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3 years ago
Translation
the first account was deactivated and then when I asked them to reopen my account they opened the deactivated one, why? and not the one activated according to them.
Automatic translation:
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3 years ago
Translation
why not contact them to bring them into the discussion?
Automatic translation:
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3 years ago
Because you still didn't reply to my previous question. Could you please forward screenshots showing that you have set up a request for your account’s closure?
Please understand that all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
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3 years ago
Thank you very much, Kyriakos, for your email. I will now transfer your complaint to my colleague Jozef who will be at your assistance.
However, I would like to warn you that it will be very difficult to confront the casino since we don't have proof that you set a permanent self -exclusion in your account.
Nevertheless, I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello KYRIAKOS.
Thank you very much for sharing your negative experience with the Bwin Casino. We will now try to get in touch with them.
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3 years ago
We would like to ask the Bwin 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’.
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3 years ago
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 KYRIAKOS.
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 ADR and/or licensing authority of the casino. I will gladly help you with it. 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
