Winningz Casino - Player’s account was opened despite self-exclusion.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Vss18, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I have reviewed the Responsible Gaming Policy, and this is what I found: 

Self-Exclusion

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms. 

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Winningz Casino? 

I look forward to your reply. 

Best regards, 

Attila

Dear Casino Guru Team,

regarding your question, I would like to clarify the situation and the basis of my claim:

To answer you directly: I did not send a separate self-exclusion email specifically to "Winningz" before depositing there. However, I rely on the fact that I had already requested a permanent ban due to gambling addiction/financial distress from the operator (Liernin Enterprises LTD) via their sister brand NovaJackpot on August 22, 2024.

Here is why the operator is liable:

1. Single Entity & Knowledge: Winningz and NovaJackpot are operated by the exact same company (Liernin Enterprises LTD). They share the same license, management, and player database.

2. Addiction Disclosure: My request on August 22nd was not a simple account closure. I explicitly stated that I had lost over €3,000. Under "Responsible Gambling" standards, this is a clear disclosure of gambling problems.

3. Duty of Care: Once an operator knows a player is struggling with gambling issues (as per my email to their support), they have a Duty of Care to protect that player across their entire network. It is technically easy for the operator to cross-check new registrations against their database of "problem gamblers."

4. Failure to Protect: By allowing me to register and deposit at Winningz using the same personal details (Name, Email) after I had already flagged myself as a problem gambler to the company, the operator failed its social responsibility.

Therefore, I maintain that my self-exclusion should have been active network-wide from August 22, 2024. I request a refund of all deposits made at Winningz after this date.

Best regards,

Thank you for your reply, Vss18. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Unfortunately, as long as your account was closed upon your request, there is not much we can do.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

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.