WG Casino - Player’s request for a self-exclusion has been overlooked.

Hi,

Back in July 2021 I have opted for self exclusion with Gamstop to stop my gambling issue. I have checked that I am in fact not able to log in to any of the casinos I used to play ah which I wasn’t, I have unsubscribed from any newsletters, blocked any gambling transactions with my bank and explained my problem to my partner so I have support at home. In December 2021 I noticed I got an email with some promotions from WG Casino. I opened it, clicked on it a d there I was logged in to the website I was supposedly self excluded from. I was allowed to deposit multiple times without any issues. Couple of days later I was feeling really angry and upset with myself as I felt for months that I am over this bad habbit. I started to feel a bit angry with the casino as I did everything I could to prevent this from happening so I contacted the live chat to ask why they reopened my account when I self excluded on their website and as a part of Gamblock. They said they reopened my account after 30 days for some reason which I have not got from them. I have asked them to close the account and refund my deposits from couple of days prior. They said they will need verification completed first before issuing the refund which was understandable and I complied with that. This was back in December. I had an email from them confirming my verification was completed on 13/01. A few days later I contacted them again to get an update but I keep being told to wait or resend some more screenshots. Screenshots of old cards that was lost, bank statement showing the card number (which does not exist as no bank puts debit card number on the statement or at least I’ve never seen that). I keep contacting them and they always just say that I need to be patient but it had been over a month since the initial request and nothing is happening. I feel that I have been let down and robbed by them and they do not care for the players safety or responsible gambling.

Dear Unlucky305,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I’m sure that you are aware of geolocation of GAMSTOP operation:

"GAMSTOP lets you put controls in place to help restrict your online gambling activities.

Sign up for the service and you will be prevented from using gambling websites and apps run by companies licensed in Great Britain, for a period of your choosing."

Since you have chosen casino without a license, it will be very difficult to resolve this case to your satisfaction. However, 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 clearly stated 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

Dear Unlucky305,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.