The player from Germany had been banned from Trickz.com due to gambling addiction, but he had managed to open an account at the sister casino winnerz.com and lost 450 euros. He requested a refund for these losses, as he had been assured that the ban would apply across all sister casinos. The issue was resolved by clarifying that the online casino was not obligated to extend the self-exclusion to sister casinos, and the self-exclusion confirmation did not specify this limitation. Consequently, a refund for the lost funds was not provided, and the complaint was closed.
Winnerz Casino - Player is banned but account at sister casino is active.
Closed
Our verdict
Unjustified complaint
Amount: €450
Winnerz Casino
Safety Index:Very highCase summary
Discussion
Public
Public
9 months ago
Dear hschlue88,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winnerz Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you informed Winnerz Casino about your gambling problems?
- Has your Winnerz account been closed as a result?
- Have you asked the casino for a refund of lost funds due to failed player protection?
- Did your self-exclusion confirmation you received from Trickz.com specify that you won't be able to create accounts on sister websites?
- Were the sister websites specified?
- Could you please share with me your communication with Winnerz Casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
9 months ago
Thanks for your reply.
Unfortunately, the online casino is not obligated to extend the self-exclusion to sister casinos.
The licensing authority of this casino does not require its licensees to block accounts across all casinos operated by the same company. The self-exclusion confirmation you received from Trickz.com doesn't specify that the self-exclusion extends to any other brands.
Additionally, you have confirmed that after confirming Winnerz casino about your gambling problems, your account was closed according to expectations.
Consequently, we aren't able to assist you with a refund of your lost deposits, and your complaint will be closed accordingly.
