Winorio Casino - Player's complaint against Winorio.com for account protection failure.

I want to make a complaint against Winorio.com

I won I nice amount of money (+/- 50.000) and I wanted to protect myself from losing it. I asked multiple times on Winorio.com to temporary block me because I needed a break/gambling protection. (support email + Live Chat agent) They don’t react and if they react they support me to play instant of block my account..

I now lost all the money and don’t have any more money to life from. I want to make a complaint against Winorio.com because they didn’t protect there costumers for gambling problems. They didn’t answer emails and the Live Chat Agent can’t/ don’t want to block my account for me. He told me to send a email to [email protected] to block my account but they don’t answer it..

Dear FlyingDutchman83,

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

I’m very sorry to hear about the situation and the financial loss you’ve gone through.

After reviewing your message, I must unfortunately inform you that we won’t be able to assist with your complaint in its current form. Although you mentioned that you requested temporary blocking of your account, you didn’t clearly state that you were experiencing gambling addiction or related issues in those requests. This is a crucial element for us to be able to proceed with cases related to responsible gambling violations.

Additionally, please note that as a general policy, we do not handle individual complaints specifically related to responsible gambling tools, such as time-outs, loss limits, or cooling-off periods. These tools are designed as supportive features and are not substitutes for formal self-exclusion requests that clearly mention gambling problems.

If you feel you can provide a clear self-exclusion request that mentions your gambling issues, we’ll be happy to review the case again.

Otherwise, I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, 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.

Above all, 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)

Dear FlyingDutchman83,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.