Sweety Win Casino - Player requests a refund due to failed self-exclusion.

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Hello Casino Guru Community,

I am reaching out for assistance with a distressing situation involving Sweety Win Casino.

Despite enjoying the platform, my gambling addiction led me to make excessive and unaffordable deposits.

I've communicated my problem to the casino multiple times, requesting self-exclusion and asking them to respect my situation by not sending promotional materials.

Unfortunately, my efforts seemed in vain as my self-exclusion requests were only temporarily honored and soon after, I was enticed with more promotional emails to continue gambling.

This pattern of behavior by Sweety Win Casino, which included reactivating my account and offering deposit bonuses, directly contradicts the responsible gambling practices that should be in place to protect players like myself.

The casino's actions, offering bonuses and encouraging further activity despite being aware of my addiction, have exacerbated my financial and emotional turmoil.I am seeking guidance on how to escalate a formal complaint to pursue a refund for the losses incurred due to the casino's failure to provide adequate protection against my gambling addiction.

Here is a timeline of my communication with Sweety Win Casino that highlights the issue:

I explicitly requested the permanent closure of my account due to gambling issues and asked for the destruction of any submitted documentation, emphasizing the need to ban my email to prevent further gambling-related communication.

In response to my withdrawal inquiries, I was advised that withdrawal speeds are typically faster for very active players, which is a concerning suggestion for someone struggling with gambling addiction. Promotional offers and bonuses continued to be sent, encouraging more deposits and activity.

My repeated pleas seemed to fall on deaf ears, as the temporary block on my account was lifted, and I was once again approached with incentives to engage in gambling activities, which was the exact opposite of the support I needed.

Given these experiences, I am appealing to see if you can help with a complaint for advice and support on the best course of action to rectify this situation.

Any information on the procedures for seeking refunds or the proper channels to address my complaint would be appreciated.

The site has rejected my claims twice.

Thank you for taking the time to read my post.

Dear Caspy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sweety Win Casino.

We'll ask the casino for assistance, but before we do please allow me to ask you a few questions, so I can better understand the situation. 

I can see you explicitly mentioned your gambling problem on May 4th and August 3rd to the casino VIP manager.

• Could you please indicate whether your account is currently deactivated temporarily or permanently?
• Have you already asked the casino to refund you your deposits? With what result?
• If there is any further evidence or correspondence you wish to supply, you can share it in the post here in the form of screenshots, or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Email sent thanksn

Thank you very much, Caspy, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Caspy,

I'm Michal, and I have taken over your complaint. After thoroughly examining your case, I understand the challenges faced by individuals dealing with gambling issues. It's acknowledged that resisting the urge to gamble can be difficult, and personal responsibility is crucial in such situations. However, in our pursuit of fostering a safer gaming environment, we believe that casinos should proactively support players facing these challenges. When a player indicates a gambling problem or requests self-exclusion, it is imperative for the casino team to act swiftly. I will reach out to the casino to gather more information on this matter.

We extend an invitation to Sweety Win Casino to participate in this discussion.

Dear Sweety Win Casino,

In the email communication between the player and your VIP manager, the player explicitly mentions concerns about gambling addiction, and in such instances, the appropriate course of action is to promptly close the player's account. If, as it appears to be the case here, your team failed to close the player's account, a fair approach from the casino would be to reimburse the player for losses incurred since April 2023, when the player first explicitly mentioned gambling problems. Could you please provide clarification on why the account was not permanently closed following those messages? Additionally, is it feasible for the casino to consider refunding the player's losses from April 2023?

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.

Dear Caspy,

I hope this message finds you well. Unfortunately, I haven't received any response from the casino so far. I will continue to reach out to them, however, given the casino's absence of an official license and questionable rating, I cannot dismiss the possibility that they may not respond at all. Consequently, the likelihood of a positive resolution to your complaint appears rather uncertain. Despite this, I will continue my attempts to reach out to the casino, although I fear it will not alter their approach

Dear Caspy,

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. When you informed the casino team about your gambling problem, they should have closed your account as soon as possible. Acknowledging and informing someone about such an issue is a difficult step, and it should not be evaluated. We believe that simply providing the information is enough to close the player's account, but Sweety Win Casino has failed to do that.

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 change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I realize that it may be a challenging endeavor, but I strongly advise against being enticed by casinos not covered by Gamban or lacking a valid license from the UK Gambling Commission.

I believe our article on Apps and tools to block access to gambling at a global level could be beneficial for you.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru