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Good evening, I had made a request for exclusion through the bwin application on 1/12/25 and it only gave me the option of exclusion for 6 months, so I replied to their email that I wanted a permanent closure due to addiction, but the casino reopened my account on 31/5/26, resulting in me losing €335. I have sent them all the proof that I had requested exclusion via email, but the casino claims that it never received this email and is not refunding me the €335! How could you help me?

Καλησπέρα είχα κάνει αίτημα αποκλεισμού μέσο τις εφαρμογής της bwin 1/12/25 και μου έδινε σαν επιλογή τον αποκλεισμό μόνο για 6 μήνες έτσι και εγώ τους απάντησα σε εμαιλ τους ότι θέλω οριστικό κλείσιμο λόγο εθισμού αλλά το καζίνο άνοιξε ξανά τον λογαριασμό μου στις 31/5/26 με αποτέλεσμα να χάσω 335€. Τους έχω στείλει όλα τα αποδεικτικά ότι είχα ζητήσει μέσω εμαιλ τους αποκλεισμό αλλά το καζίνο ισχυρίζεται ότι δεν έλαβε ποτέ αυτό το εμαιλ και δεν μου επιστρέφει τα 335€! Πως θα μπορούσες να με βοηθήσεις;

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Responsible Gaming Policy of bwin Casino, and this is what I found regarding self-exclusion:

Indefinite exclusion

Indefinite banning requires a mutual commitment between the player and our company. We will take reasonable steps to prevent the player from reactivating their account or creating new accounts. However, during this banning period, the player must not attempt to reactivate their account or create new accounts, including using third-party registration details.

Permanent ban periods have a minimum duration of 1 year. After the minimum period, the account will remain permanently banned unless the player contacts us and requests to use our services again. Such requests are subject to evaluation by the company and the player may be allowed to create a new account on our site.

Please note that during the period of abstention, temporary or permanent exclusion, players are not able to make deposits or play. In addition, players who have used the service will be excluded from promotional communications.

To activate a 24-hour abstinence, temporary or permanent ban, please click here.

Please allow me to ask you a few questions to clarify your situation:

• Were you able to select a self-exclusion period longer than six months in your account settings?
• How many times did you contact customer support to request a permanent self-exclusion? After your first email went unanswered, did you send any follow-up emails or attempt to contact support through live chat or any other communication channel?
• After the six-month self-exclusion period expired, did you contact the casino to request that your account be reopened, or did you receive a notification that the account had been reopened automatically?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good evening Veronica, I tried to self-exclude indefinitely but the casino page wouldn't let me, so I did that for 6 months and immediately sent the exclusion email. I didn't send anything else again. Since I didn't receive a response, I assumed they received it after the 6-month period ended. The casino opened the account on its own without me asking them.

Καλησπέρα Βερόνικα προσπάθησα να κάνω αυτοαποκλεισμο επ αορίστου αλλά δεν μ άφηνε η σελίδα του καζίνου και έτσι έκανα για 6 μήνες και αμέσως έστειλα και το εμαιλ αποκλεισμού δεν ξανά έστειλα κάτι άλλο εφόσον δεν έλαβα απάντηση θεώρησα ότι το έλαβαν μετά την λήξη του 6μηνου ανοίξε το καζίνο μόνο του τον λογαριασμό χωρίς να τους το ζητήσω εγω

Thank you for your reply.

If you did not receive a response from the casino regarding your request for permanent self-exclusion via email, and you did not send any follow-up emails or attempt to contact the casino through other communication channels, we are unable to confirm that the casino received your request for permanent self-exclusion and subsequently failed to protect you.

Please note that when investigating cases involving failed self-exclusion, we need to gather sufficient evidence showing that the player made reasonable efforts to self-exclude and that the casino failed to act on those requests. In general, a single unanswered email is not enough for us to conclude that the casino received and ignored a self-exclusion request.

• Have you requested self-exclusion again since your account was reopened last month?
• Is your account still open, or has it been closed in the meantime?

Since I sent an email for permanent ban, I am not obliged to search and ask the casino if they received my email. Also, in a telephone conversation I had with the casino and the call was recorded, their representative accepted that the email address I had sent for ban is functional and receives messages normally. Also, a year ago when I had requested an indefinite ban, when I requested the account to be reopened, they passed my check, while now the casino has opened it on its own without my consent!

Από την στιγμή που έστειλα εμαιλ για οριστικό αποκλεισμό δεν είμαι υποχρεωμένη να ψάξω και να παρακαλέσω το καζίνο για το αν έλαβε το εμαιλ μου επίσης σε τηλεφωνική επικοινωνία που είχα με το καζίνο και η κλήση καταγράφονταν ο εκπρόσωπος τους αποδέχτηκε ότι η διεύθυνση ειμαιλ που είχα στείλει για αποκλεισμό είναι Λειτουργική και λαμβάνει κανονικά μηνύματα. Οπως επίσης ένα χρόνο πριν που είχα ζητήσει αποκλεισμό αορίστου όταν ζήτησα το άνοιγμα ξανά του λογαριασμού με περασαν από έλεγχο ενώ τώρα τον άνοιξαν από μόνο του το καζίνο χωρίς την συγκατάθεση μου!

Thank you for the additional explanation. I can see why this situation feels unfair from your perspective. If you contacted the casino specifically because you wanted a permanent exclusion due to gambling-related concerns, it is understandable that you expected the matter to be handled and did not expect your account to become active again after the temporary exclusion period ended. However, for us to request compensation from the casino, we need to be able to establish that the casino received a clear permanent self-exclusion request and failed to act on it. At the moment, we can confirm that you sent the email, but we do not have confirmation that it was received and processed by the casino’s responsible team.

• Additionally, please confirm whether your account is currently closed, and if not, whether you have requested closure again after the account was reopened.

We will review any additional evidence you can provide and reassess the situation accordingly.

My account is currently closed and I closed it and then requested my deposits back due to an addiction that I had declared.

Ο λογαριασμός μου είναι κλειστός αυτήν την στιγμή και τον έκλεισα εγώ και μετά ζήτησα πίσω τις καταθέσεις μου λόγο εθισμού που είχα δηλώσει

Thank you for the information.

Please forward me the most recent communication between you and the casino's customer support regarding your refund request at veronika.f@casino.guru.

Also, could you please specify whether your account is now permanently closed or only closed for the next 6 months?