Savanna Wins Casino - Player's self-exclusion request is delayed.

have attempted to self exclude twice via chat and referred to email roy@savannahwinsnews.com did so on 22/08. Received marketing emails and deposited £3000. Spoke to chat who referred me to Roy again. Going round in circles.

Dear krxgjcjdj6,

Thank you for submitting your complaint. I am truly sorry to hear about the difficulties you've experienced with Savanna Wins Casino.

Before we proceed, I would appreciate it if you could provide some additional information to help clarify the situation. Specifically:

• Did you mention gambling addiction in your original request?
• Have you received any response from the casino regarding your request?
• Could you confirm where you found the email address you used, as their terms list the following contact: support@savannawinsnews.com?
• Is your account still active at this time?

Thank you for your time and cooperation. I look forward to your response.

Best regards,

Nick

Hi, yes. I mentioned that I had a gambling problem and requested self exclusion for 5 years.

no response - the chat advised that I needed to contact my account manager and that they couldn’t do anything via chat - they gave me the email to use. They always close the chat as soon as they provide it. I attempted to reopen the chat and they just close it again.

my account is still active.

Dear Krxgjcjdj6,

Could you kindly forward the chat transcripts and the request you sent to the casino’s email address to nikolas.b@casino.guru for further review?

Thank you in advance for your cooperation.

Best regards,

Nick

Hi Nick,

I've sent across emails and transcripts just now.

Many thanks

Thank you Krxgjcjdj6 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello krxgjcjdj6,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Savanna Wins Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V