The player from Germany has been trying to close his account due to a gambling problem. Unfortunately, the enquiries were ignored.
Interwetten Casino - Player’s attempts to close his account have been overlooked.
Amount: €2,130
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Ladies and Gentlemen,
on August 31, 2020 I asked interwetten in writing to close my account permanently due to gambling addiction problems.
Unfortunately, despite repeated requests from me, I was still able to log into my account again and only remove the lock by clicking on a tick.
So it was possible for me to make deposits of a total of € 2,130 today without any problems.
This should never have been possible due to my repeated requests to close my account permanently.
Therefore, I ask Interwetten for the last time to reimburse with the total amount of today's deposits from October 14th, 2020 of € 2,130.
Many Thanks.
Automatic translation:
Public
Public
3 years ago
Dear Lars,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. 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 why?
I have checked Responsible Gaming section on the website, and this is what I found https://www.interwetten.com/en/content/common/responsiblegaming:
„Self-exclusion as a Preventive Tool
Customers who opt for definite or indefinite self-exclusion are no longer able to access real money games for the term of their exclusion.
If you opt for a definite self-exclusion, you will exclude yourself from all gaming activities for a definite term that you may define individually (e.g. a day, a week or a month). Your account will be blocked until the deadline is reached. Once the term has expired, your account will be automatically available again.
If you opt for indefinite self-exclusion, your account will remain blocked until further notice and any balances on your gaming account will be paid out.
In both cases, you may apply for a re-activation of your account at any time, but re-opening will always be subject to a "cooling-off" period. The delay for the re-opening of a definite self-exclusion amounts to 24 hours as from request. An indefinite self-exclusion will only be reversed 7 days after the player’s request. Any application for account re-opening will also be subject to our internal assessment of the player’s gaming behavior and may be refused."
Is this the email address that you have sent your email to?
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
Public
Public
3 years ago
Translation
Hello Petronela,
In the inquiries to Interwetten, I explicitly pointed out and mentioned that I would like to close the account forever and have permanent self-exclusion without having the option to reactivate the account. I also cited gambling problems as the reason for this.
I made this request directly using the contact form on the Interwetten website.
Unfortunately, Interwetten does not allow you to review messages that have been sent. It is only possible to see the ID and the subject of the request, unfortunately it is impossible to open the message afterwards.
I have just emailed you a screenshot of the message with the subject "closure" as well as the ID and the date of the request.
Interwetten blocked my account for the time being, but it was then possible to log in again without any problems and to make deposits after a seven-day waiting period.
Even though I had explicitly asked for a permanent ban, without the possibility of reactivation, due to gambling problems.
As already described, the aforementioned damage was caused by this careless handling of a player's wish for self-exclusion.
Over the course of the year, I have had myself blocked at all known online casinos and for each one of them a permanent block really means a permanent block and does not allow you to make deposits again under any circumstances. Especially not if gambling problems are given as the reason for a self-lock.
Thank you for your support and best regards,
Lars
Edited
Automatic translation:
Public
Public
3 years ago
Dear Lars,
Could you please forward your cashier history too? Thank you in advance.
Public
Public
3 years ago
Dear Lars,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Public
3 years ago
Translation
Hello Petronela,
I would very much like to do that, but after creating my complaint, Interwetten blocked all access and deleted my account. Because of this, I have no more options to send you this history. However, I can send you proof of payment from my bank.
Thanks for your support.
Many greetings,
Lars
Edited
Automatic translation:
Public
Public
3 years ago
Dear Lars,
It would help us to identify deposited amount. If it’s convenient for you, please forward it. Could you also specify when exactly your account got blocked permanently?
Public
Public
3 years ago
Translation
Hello Petronela,
I've just emailed you the proof of payment.
Unfortunately, I cannot say 100% when exactly Interwetten blocked my account permanently and permanently, but I am relatively sure that this happened after my public complaint.
Thank you and best regards,
Lars
Edited
Automatic translation:
Public
Public
3 years ago
Dear Lars,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Public
3 years ago
Translation
Hello Petronela,
sorry for the late response. Yes, this transaction was just made using a different payment method as far as I can remember.
Thanks for your support.
best regards,
lars
Automatic translation:
Public
Public
3 years ago
Thank you very much, Lars, 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.
Public
Public
3 years ago
Hello Lars.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
3 years ago
We would like to ask the Interwetten Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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