GreatWin Casino - Player's account closure request ignored.

I've asked numerous times to close my account. It feels like I've been trying forever. Because of them, I've lost everything. I have the email and everything... I know I shouldn't have gone this far, but I wanted to close it myself...

Dear Luca9508,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Hello good evening, yes I have sent you emails saying that I want to close my account several times... but still nothing... it is also the closing period...

Good morning, is it possible to make me self-exclusion global?

Hi Luca9508,

Thanks for sending over the screenshots. It's crucial to clearly state the reason for your request to permanently close your account. Regrettably, I couldn't identify any explicit reason in the forwarded communication that indicates a gambling problem or any other justification for maintaining the account block.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Greatwin Casino,

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

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."

Please send another email to support@greatwin.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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.

Okay, thank you...I followed your advice and did as you said...I sent you the screenshot, unfortunately it won't let me open the page for the "self-exclusion assistance tool.." I can't do it in any way 😔

So unfortunately nothing can be done? Did I send the email wrong and as a result they didn't close the account?

I finished playing all the money here...thanks greatwin...now I'm done

Hi Luca9508,

I'm sorry to hear that you lost all your winnings. Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded.
• Requesting bonuses should never be a means to close your account.

Regarding the Self-Exclusion Assistance Tool, please attempt to access our website using a VPN, as some parts of our website are blocked in Italy.

Let me know if there's anything else we could try to help you with.

Dear Luca9508,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.