Win Unique Casino - Player cannot self-exclude from account.

I have tried several times to close my account, but they always find some way to convince you otherwise (excuses, bonuses, etc.). I have formally closed my account twice with self-exclusion and -when I felt like playing again- they reopened it with a simple chat request.

- I have evidence of my persistent requests to close my account.

- I have formal evidence that my account was closed with self-exclusion. Email: servicio@winuniqueemail.com

It's clear they are not interested in self-excluding users to keep them playing. They do not facilitate self-exclusion as other casinos do.

Is their action legal?

Can I sue or request compensation?

I have spent many thousands of euros on this platform.

Juan

Hello Ppd1-1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello, thank you for addressing the complaint.

I have done both options.

Application and various closures and self-exclusion according to the casino's brief procedure.

Greetings

Hello Ppd1-1981,

Please forward your initial exclusion request you sent to the casino to nikolas.b@casino.guru for further review.

Dear Ppd1-1981,

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.