The player from Greece had set up indefinite self-exclusion on her casino account. Despite this, the casino had allowed the player to reopen the account simply by changing the email. The player had since accumulated losses of 355€. The player confirmed that all her account details had remained the same except for the email. After the complaint was forwarded to the casino, they had closed her account but did not refund her deposits. Despite multiple attempts to contact the casino, we had received no response, and the complaint was marked as unresolved. The player had been advised to submit a formal complaint to the casino and contact the Hellenic Gaming Commission Authority.
bwin Casino GR - Player was allowed to reopen self-excluded account.
Black points: 77
Amount: €355
bwin Casino GR
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Translation
Good evening to the team. My problem is the following: I have an account with this specific casino where in the past I had set up a self-exclusion indefinitely. Despite my exclusion, the casino allowed me to reopen my account very simply by just changing my email as mentioned. I currently have accumulated losses of 355€.
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10 months ago
Hello Fafou,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with bwin Casino GR. Please allow me to ask you a few more question before we would move forward.
Could you please advise when and how exactly did you request a self-exclusion in this casino? Did you contact the casino regarding your new account? Is it currently still open? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
My account is still open and I can deposit money normally at this time. I don't remember the time when I chose suicide and I don't know how to find it. I had opened an account with the company with the email efii_91@yahoo.gr and they asked me to change my email to activate it and I gave the present email where my account works normally.
I am sending you their e-mail, where it was written that I cannot have access again due to being blocked
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10 months ago
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To be more clear, there is a double account. The first one where the self-blocking took place forever by email efii_91@yahoo.gr and the second with a different email efii91@yahoo.gr . identified and of course I have not changed any other element. Eg ID. It's all the same. But the casino only asked me to change my email
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10 months ago
Hello Fafou,
Can you please clarify for how long did you exclude yourself back in 2019? Did you contact the casino to inform them regarding your second account?
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10 months ago
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I closed it forever, the casino knows that I have two accounts, as it suggested that I change an email and create a new account, with the result that there is an old one that is blocked and a new one that works normally
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10 months ago
Thank you Fafou for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello Fafou,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and just to check, you have created your second account with just a different email address? All your other details, like your full name, address, date of birth, etc., were all the same? I will contact the casino to shed more light on this.
We would like to invite bwin Casino GR to join the conversation.
Dear bwin Casino GR,
Can you please provide us with more information on why the player was able to create a new account if most of the main details were the same? Should your system not be set to detect multiple or duplicate accounts created by players who were previously self-excluded if the details provided were mostly the same? If the issue is more complex and the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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10 months ago
Translation
Yes, all my details are the same except for the eMail
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10 months ago
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I want all my deposits back. For information as there are developments. from the time you sent an update to the casino about this complaint I made. the casino closed my account just now. I am giving you an email. without of course returning my deposits. I am giving you the email.
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with today's date
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9 months ago
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.
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9 months ago
Dear Fafou,
I haven't received any feedback from the bwin Casino team. Has your second account been closed by them? Have you received any updates regarding the refund of the deposit?
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9 months ago
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No, I have not received any refund of deposits. They just closed my account after your mediation. No refund and no reply to my emails
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9 months ago
Dear Fafou,
I have tried to contact the casino in regards to the deposit refunds repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from its side. Our previous attempts to mediate other player complaints were ignored by the bwin team too, which clearly shows the bwin casino team is not interested in cooperating with us by resolving player complaints. 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 ratings caused by unresolved complaints might help 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 submit a formal complaint on the bwin webpage here:https://www.bwin.gr/el/mobileportal/contact?source=complaintform as this is the standard procedure. Also, I recommend you contact the Hellenic Gaming Commission Authority (EEEP) Authority (https://www.gov.gr/en/ipiresies/polites-kai-kathemerinoteta/kataggelies/eponume-kataggelia-gia-ta-diadiktuaka-paignia) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded and if the bwin team has returned your deposits to michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
