Win MaChance Casino - Player requests refund and account closure due to ignored self-exclusion.

Hello, good evening. I am struggling with a gambling addiction and have self-excluded myself to refrain from playing. However, I've lost control of my life and am suffering a great deal. Unlike other casinos which have abided my self-exclusion, this particular casino has allowed me to play. As a result, I've lost 1765 euros, borrowed money, and caused significant harm to myself. I implore for assistance, requesting my account to be closed, my money refunded, and for such activities that exploit people with gambling addictions to cease.

Dear Sefyu24,

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

Dear Sefyu24,

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 have already sent the email with all the self-exclusion documents

Thank you, Sefyu24, for your email and for forwarding your RGIAJ self-exclusion documentation. I’m sure that you are aware of the geolocation of DGOJ operation:

"What is self-prohibition?

If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."

Since you have chosen a casino with a Curaçao license, it will be very difficult to resolve this case to your satisfaction.

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 Win MaChance 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@winmachance.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.

Dear Sefyu24,

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.

According to the casino, my account has been closed for a year but I am playing and I have given them everything up to the email with which I entered since I reported myself a year ago not to play in the casino but there is no way for them to ban me and then I claim the money that I have deposited in this account, it is a lot of money, it is 3 thousand euros, I almost have the entire deposit history and everything is in my account, I can still enter and verify it.

Could you please advise if you sent another email as I suggested in my previous reply? Please forward any relevant communication to petronela.k@casino.guru at your earliest convenience.

Yes I did and I sent everything but they responded that I had the account closed but that is not the case and I have been depositing money for 3 or 4 weeks and the account is not closed

Screenshot from the player:

I've noticed that your account was closed as of November 28th. Is that accurate? Is it still blocked? Do you possess any relevant communication that substantiates your request for self-exclusion before that date?

The account is not blocked and that is why I am claiming according to the casino, my account has been closed since last year and less than a month ago I have deposited a lot of money into the account and there has been no restriction. I am now claiming the money

I sincerely regret to inform you that, as of today, I have not received the initial request sent to this casino regarding your self-exclusion. This request is crucial for determining the precise date of your self-exclusion and the corresponding date for the permanent blocking of your account.

This serves as a final reminder to submit this communication promptly. Unfortunately, without this essential information, I may be forced to reject your complaint due to insufficient evidence. While I am eager to assist you, solid evidence is imperative for us to effectively address the matter with the casino. Thank you for your understanding and cooperation.

This is what I talked about with the casino chat this morning, they told me that they did not know, we are supposed to have data for that, we play and verify and I have not manipulated anything, I have given my data and they have accepted that I play as a Ludupata and with problems in his casino

I understand now. You initially had an account registered with one email address, which was blocked in 2022 due to a gambling problem. Following that, you created a new account using a different email address but retained the same first and last name. Is that an accurate summary?

Additionally, could you please confirm whether you used the same home address and phone number when setting up your second account?

Thank you.

I have not used the same number because I do not actually have that number that I had previously and I have used the number that I have at this moment and the address where I have moved is the one that I have used. I do not invent anything, it is simply what there is at this moment Thank you for understanding my situation and in total there were more than 1765 money that I have deposited in this casino because after starting the complaint they continued accepting my deposits until I ran out of money. I am going to tell you to ask them the exact amount since they know really how much money came in my name

The summary is correct as you have said 🤝🏽

It's undeniably a challenging situation. You established a new account with distinct credentials—another email address, phone number, and home address. It posed a significant challenge for the casino to link your new account to the old one.

Based on the screenshots you shared earlier, it seems like both accounts should be closed now. Is my understanding correct?

Yes, of course, now they have closed them, one had already been closed for a year and the other had not and I had said, in addition to giving my documents and name and surname and everything, I have deposited a lot of money, more than 2 thousand euros to date and there was no way to let it be keep that money illegally because that's how it is. Now I'm dealing with credit problems so they can keep my money and in addition to that I'm asking them to give me my money back since I have gambling problems. I want help, that's what The only thing I am asking for at the moment is that you help me properly, thank you

I can no longer access any of the accounts right now, they have also closed the last one but I had already made my complaints and they had not paid attention and in addition to that I want my money back. I have lost a lot of money with this casino because they do not want to put good security to detect names and surnames and dates of birth so that they do not have problems with people who gamble and have gambling problems

At least, both of your accounts are currently blocked. Before we proceed to directly contact the casino, could you please confirm if you entered precisely the same first and last name along with the date of birth when creating your second casino account? Additionally, are your new phone number and home address verifiable?

If the aforementioned details are accurate, the casino should be able to identify a recently created account by matching the same first and last name along with the date of birth. While the email address, home address, and phone number may have been altered over time, the personal credentials and date of birth are likely to remain consistent.

Exactly, I have put my first and last name and my same date of birth. I have no reason to deceive the casino, my mind has not had that idea and if you can find out the amount deposited was greater than 1765, I have deposited more, I think it exceeds 2 thousand and I I would like you to confirm the quantity if possible, thank you

I'm sorry, Sefyu24, but you didn't answer my question:

• Are your new phone number and home address verifiable?

Thank you.

If they are verified

Hi Sefyu24,

I'm uncertain if there's a language barrier, but I'd like to clarify.

• Are you capable of verifying your phone number and home address if necessary?
• Have you utilized a genuine phone number and authentic home address during the registration process?

Thank you.

I have used a verified number and a verified address because it is where I live and the phone number is the one I use on a daily basis.

Thank you very much, Sefyu24, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Win MaChance Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear Sefyu24,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you I hope you can give me my money back since I have lost a lot for a long time and my life has become very complicated since that moment

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Sefyu24,,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website.  Regrettably, the casino has a very low safety index on our site.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru