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I asked for self-exclusion because I am a ludopath. Unfortunately for me you have not excluded me

Ho chiesto l’autoeslusione perche io sono un ludopatico. Purtroppo per me non mi avete autoescluso

Dear Antonio,

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

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://www.winspark.com/responsible-gaming/responsiblegaming.html:

„Self-Exclusion

Should you become concerned about your gambling behaviour, you can request a period of self-exclusion ("temporary blocked access") by sending an email to our Support Team. Your account will be blocked for the requested time period - whether a week, a month, or any other specified length of time."

Is this support@winspark.com the email address to which you have sent your emails?

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

Best regards,

Petronela

Hi Petronela, I sent you an email, c***3@libero.it

yes I sent the email to support@winspark.com, dance mail there are screenshots Unfortunately, thinking of playing for fun, I found myself after I asked for the self-exclusion 3000 € less, because they did not block it and my credit card data remained

Salve Petronela, ti ho mandato una mail, c***3@libero.it

si io ho mandato la mail a support@winspark.com, balla mail ci sono gli screenshot. Purtroppo io pensando di giocare per fun mi sono ritrovato dopo che ho chiesto l’auto esclusione 3000€ in meno, perché loro non l’hanno bloccato e sono rimasti i dati della mia carta di credito

Thank you very much, Antonio, for forwarding the relevant communication. Do I understand correctly that you have self-excluded yourself on March 2, 2021? Could you please forward the cashier history, or bank statement showing your deposits? 

Thank you very much, Antonio, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

?

Hello Antonio.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I have sent you other screenshots, he did not find it right that if a person asks for self-exclusion (because he has problems with the game), after also replying to the casino email asking for explanations, and I gave the explanation. The casino does not exclude me, putting me in a trap because my card details have remained registered and therefore every time I played I was taken away money. I can't believe such a thing

vi Ho inviato altri screenshot, non trovò giusto che se una persona chiede l’autoesclusione ( perché ha dei problemi col gioco), dopo anche aver risposto alla mail del casinò dove chiedono spiegazioni, ed io ho dato la spiegazione. Il casinò non mi autoesclude, mettendomi in tranello perché i dati della mia carta sono rimasti registrati e quindi ogni volta che io giocavo mi venivano tolti soldi. Non posso credere una cosa del genere

I requested the self-exclusion on 1/03/2021 through the cadinó chat, and the casino sent me the email on 02/03/2021 asking me why my decision, I replied immediately. Unfortunately they did not exclude me from that date

L’auto esclusione io l’ho chiesta il 1/03/2021 tramite la chat del cadinó, e il casinò mi ha mandato la mail il 02/03/2021 chiedendomi il perché della mia decisione, io ho risposto loro immediatamente. Purtroppo non mi hanno autoescludono quella data

Good morning Antonio,

Thank you for sharing that matter with us!

We will review your request in details and an update will be provided as soon as possible.

We appreciate your understanding on that matter!

Regards,

Tony

WinSpark Customer Support

Hi Tony, unfortunately the problem persists. In the other casinos I asked for self-exclusion, and they did it immediately, I don't understand why wins park doesn't do it

Ciao Tony, purtroppo il problema persiste. Negli altri casinó ho chiesto l’autoeslusione, e lo hanno fatto immediatamente, non capisco perché wins park non lo faccia

Finally today I have noticed that I have been self-excluded, thank you for that. Unfortunately, I spent a lot of money while waiting

Finalmente oggi ho potuto notare che sono stato autoescluso, vi ringrazio per questo. Purtroppo nell’attesa ho speso tantissimi soldi

Dear Wins Park Casino team.

Please, could you react when you finish with the investigation? I am extending the timer by 7 days.

Good morning Antonio and Jozef,

Thank you for the provided information on both sides!

As we mentioned previously we will come back with eventual solution regarding the query and I can confirm that the same is under review from the relevant department.

Thank you for your patience!

Regards,

Tony

WinSpark Customer Support

Good morning Antonio and Jozef,

Thank you for your patience!

We reviewed your case in details and the same has been transferred to a manager for final decision. May I ask you just one question in this aspect. Why you were continuously depositing funds even while you were receiving a message notifications for the deducted amounts from your card/bank account? How you were thinking that you are playing with fun funds and meanwhile having notifications for real time deposits.

Thank you for your understanding on that matter and please take into consideration that we are willing to find mutual solution for your query!

Regards,

Tony

WinSpark Customer Support

Hi Tony, I understand that fortunately you don't have any gambling problems (gambling addiction). For this reason, I asked for self-exclusion by replying to you in the email and telling you that I have no limits in the game. Because I got banned from other casinos too, and they did it immediately, because I feel like honestly saying I'm a sick person. I registered 2 cards unfortunately with one I do not receive any kind of message, with the other yes, but alas when one is ludopathic when he is playing he does not think of anything else, and as if the brain detaches itself from the real world. Because I sent you the explanation in the email in my self-exclusion and I have other experiences in other casinos (AAMS, and others too) I thought it was not real

Salve Tony, capisco che lei fortunatamente non ha nessun problema di gioco ( ludopatia). Per questo motivo io avevo chiesto l’auto esclusione rispondendovi nella mail e dicendovi che io non ho limiti nel gioco. Perché io mi sono fatto escludere anche da altri casinó, e lo hanno fatto immediatamente, perché mi viene da dire sinceramente che sono una persona malata. Ho registrato 2 carte purtroppo con una non ricevo nessun tipo di messaggio, con l’altra sì, ma aimè quando uno è ludopatico quando sta giocando non pensa ad altro,e come se il cervello si stacca dal mondo reale. Perché vi avevo mandato la spiegazione nella mail nella mia autoesclusione e ho altre esperienze in altri casinò (AAMS, ed anche altri) pensavo che non fosse reale

Dear Casinó winspark I would like to ask you why you have waited so many days after my request for self-exclusion

caro Casinó winspark io vorrei chiedervi il perché avete atteso così tanti giorni dopo la mia richiesta di autoescusione

Dear Antonio,

Thank you for your patience!

I would like to share with you that we will respect your demand and the deposit amount from 2nd of March onwards will be reimbursed on our end.

In order for us to complete the process we will need some additional details to be provided such as proof of your address(could be utility bill, residence verification issued from the local municipality or bank/card statement with your address visible on the same, the document to be issued in the last six months). In addition to that we will need a bank account details(your personal one) in order to complete the verification and the transfer of the amount in question.

Meanwhile we are strongly advising to take special care for you having on mind that you have stated the situation with gambling addiction on your end.

Thank you for your understanding and we will expect the required documents and details to complete the process!

Have a great day ahead!

Regards,

Tony

Winspark Customer Support

Dear Tony, can I send you everything here, or to another email? Thank you

Caro Tony posso inviarti il tutto quà, o ad un’altra mail? Grazie

Dear Antonio,

Thank you for your quick answer!

You are welcome to provide the necessary information and documentation here and I'll assist you further.

Have a great day ahead!

Regards,

Tony

Winspark Customer Support

Tony, is that okay? Thank you

Tony, va bene così? Grazie

Dear Antonio,

I'll transmit the information in question and I'll come back to you with an update on that matter.

Have a great day ahead!

Regards,

Tony

Winspark Customer Support

Good morning Antonio,

I hope you are doing well!

In order for us to be able to complete the process we will need not only your IBAN but also the BIC number for your bank/bank account.

Please provide us the same accordingly.

Thank you for your understanding on that matter!

Regards,

Tony

Winspark Customer Support

Hello Antonio,

I hope you are doing well!

I would like to update you that the refund in question has been sent out on our end.

Have a great day!

Regards,

Tony

Winspark Customer Support

For the moment I thank you, I also wish you a good day

Per il momento ti ringrazio, auguro anche a te una buona giornata

Dear wins park casino, I got it all. Thank you very much, you were very understanding, congratulations and thank you very much again

Caro casinò wins park, mi è arrivato tutto quanto. Vi ringrazio veramente, siete stati molto comprensivi, complimenti e ancora grazie mille

Dear Antonio.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. 

Best regards, Jozef