Hello!
I bet we will find more details in your complaint. Thank you for submitting one. Still, could you bring here more details regarding the situation? Sharing might help others, I reckon.
Speaking of complaints, it is your turn now, kindly respond - you may start directly by using this link 👈
Don't worry, we're here for you.
I can confirm that. Winscore profits from players' problems! I've been trying to block my account for three weeks.
It is not done deliberately.
Hands off! It couldn't be more dubious!
In such cases, I'd say it's truly important to share as many details as possible. May I have a few questions if you don't mind?
What caused such a delay? Do you know the reason? It also could be useful to mention whether this casino provides full instructions on how to close the account.
If so, would you say these have been followed?
Feel free to share the story, please. I don't want to press on if you are not comfortable with that.
In my opinion, there is a system behind this. It is constantly pointed out that the application was not submitted "correctly", etc.
The group belongs on the blacklist.
Hi, could you also point out what this case is about because I don't understand much. Are you referring to a previous post? Can you describe your situation a bit please?
Sounds serious.
Would you mind providing information about the nature of the delayed requests and the casino's response, please?
It would also be helpful to clarify if we are discussing regular requests to close accounts or if this is a permanent self-exlusion brought on by gambling issues. Please feel free to provide a detailed explanation of how such requests were made. Understanding the true events may raise awareness among others or aid in averting potential problems, I'd say.
Hello,
The following problem exists systematically within the Casino Group.
1. There is no option to self-lock via the account
2. There is no mechanism that excludes players from Europe who are actually banned from licensed casinos due to gambling addiction.
3. There is no way to block yourself via chat support.
4. You are referred to the email address. You don't receive a response for days.
5. It is not clear to which email address the request should be sent. At some point after several days, you will be banned for a maximum of 30 days. This is also the case if you request a permanent ban. It is clear why there have to be ban functions. It is precisely this phase in which players are struggling and on fire that is being exploited.
6. The above points indicate a systematic approach to exploiting addicts rather than protecting them.
7. The above points lead me to conclude that there is no player protection and the "license" is a bad joke.
Welcome back, and thank you for these safeguard posts.
I hope it is okay if I draw your attention to a very important detail.
Firstly, it is important to specify whether a player's desire to self-exclude from a casino is motivated by increasing harm from gambling or by an addiction to gambling. It appears that you overlooked the request I made earlier for you to be more specific.
To be honest, it is very difficult to reply to your posts without having this basic knowledge. I will try to ask again: Could you please make it clear whether we are talking about requests to close accounts on a regular basis or whether this is a long-term self-delusion stemming from gambling problems?
Furthermore, if you play in casinos that are not under the jurisdiction of the GGL, please do not assume that these casinos will treat you with the same level of responsibility; this is a dangerous assumption. To return to the original topic, it is safer to contact each casino and explicitly state that you wish your account to be closed and for what reason.
As fellow human beings like you and me, support workers make an effort to react to your statements rather than your presumptions.
To provide you with an approximate timeline, each time our specialists handle a complaint regarding a delayed account closure, the casino has between 36 and 72 hours to finish the process and close the account.
I truly hope you will provide more concrete information about things you have been through in your next post. Thank you.
The following has been replied by Realspin Casino which is also indirectly run by New Era when account closing due to gambling Problems has been requested.
"Thank you for contacting us with your closure request!
It is regrettable to hear about your decision, but we will do our best to help!
We invite you to try out the live casino section, where you will find games that guarantee you the best possible experience with a real croupier.
Every day, our team takes the responsibility of uploading new games and improving the old ones. We offer a wide range of games for our customers to try out and where they can find various game features such as free spins, scatters, etc. Have you already visited our JackPot section? There you can choose a game and play for the top prize.
We will be awaiting your reply, in order to proceed according to your wishes. Hopefully, this helps with deciding if you wish to stay with us.
If there is anything else that we can assist you with – we remain at your disposal 24/7!
Best regards,..."
I will forward the original Email to you if you are Interesed.
I appreciate you sharing the casino's response, but I think it is still important to acknowledge how you announced your request for self-exclussion. Do you remember everything I have said so far? If so, please supply this piece of information so that everyone has a complete picture of the events you continue to follow here on the forum.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
