WinBeast Casino - Player’s account remains open despite responsible gambling concerns.

I had a small loss and wrote on live chat to make them aware of my 17 year long gambling addiction along with my bipolar disorder and made them aware I’m banned from most casinos and registered to GAMSTOP in the UK. They said they would email me but they didn’t. So I emailed them myself with the same information above - at this point I had already deposited and lost £500. I asked for refunds of my deposits due to lack of responsible gambling and the fact they didn’t act upon what I’d told them and left my account open. I’ve further lost £95 and to this day the account is still wide open for me to lose more if I want to. They refused all refund requests and I questioned the authenticity of the website and asked to see license providers and regulators and they claimed that was visible in there terms and conditions which it is not. Then claim I can’t see the information due to technical errors from there side. In other words they are completely unlicensed and that’s obvious because any reputable casino would have shut my account down from day 1 and not let me lose £600 after being informed of serious gambling addiction. I want my £600 returned due to a serious breach in responsible gambling. Like I say - my account is still open to this day despite them being fully aware of my health conditions and addiction.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with WinBeast Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Thomas-091,

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.

Verified yes. Responses have been poor. Basically saying don’t join if you’re an addict. Saying they hold license information in the terms and conditions when they don’t. Refusing refund. Account still wide open to this day. After me stating serious gambling problems. See screen shots.

Thank you for your response. Have you made any deposits since stating your gambling problems to the casino? If so, could you please forward proof of these payments?

Thank you for your patience and assistance.

Hi yes I have made multiple deposits since contacting them. Image attached. The account is still wide open today waiting for me to lose more money. Disgraceful behaviour.

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, Igor (igor.p@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,

Attila

Dear Thomas-091,

I am sorry to hear about your problem with WinBeast Casino.

I will now try to contact a WinBeast Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a WinBeast Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Is there any update please?

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.

Dear Thomas-091,

I have repeatedly tried to contact WinBeast Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor