Winawin Casino - Player’s self-exclusion request is not honored by partner casinos.

Winawin is a partner casino of Cobra Casino and Jackypot. I had previously requested a self-exclusion due to gambling addiction at Cobra Casino, and after an inquiry, they reactivated my account immediately. Recently, I wanted to end it permanently, yet it was still possible to make multiple deposits at Winawin. The same happened at Jackypot, even though I had requested self-exclusion there as well. This is not right; when one self-excludes, they should be automatically banned from all partner casinos. For instance, with Jeetcity, I was subsequently banned from all partner casinos. These casinos are not adhering to regulations, and I demand a refund from Winston and Cobra Casino.

Dear Miri0201,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please note that Winawin Casino operates with a license issued by Antillephone Curacao. There is currently no way to self-exclude from all Curacao-licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportunity to self-exclude, there does not appear to be a specific procedure in place so the only options are to check the casino's website or to contact the casino operator and ask them for instructions.

Could you please advise if you requested to be self-excluded from Winawin Casino directly? If yes, please forward me the account closure request you sent to the casino at veronika.l@casino.guru.

Have you passed the full KYC verification?

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

Best regards

Veronika

No, I did not verify myself there, but when I applied for a self-exclusion at jeetcity, for example, I was blocked from all of their partners.

automatically without verification and at cobracasino I was unblocked immediately even though I had myself blocked there because of gambling addiction. I then had myself blocked there again and asked Jackpoty to block me with several emails until it worked

If you are facing challenges with different casinos and believe that your self-exclusion has not been respected by these specific casinos, I suggest that you submit separate complaints regarding each of these casinos. In this complaint thread, we are only able to discuss the issues you have with Winawin Casino.

As I mentioned before, Antillephone does not require its licensees to exclude players from all brands owned by the same company. Therefore, I need to know if you have previously asked to be excluded from Winawin Casino directly. Only if you have made a valid self-exclusion request to Winawin that has not been honored, can we ask the casino to get involved in resolving your complaint and request a refund of any lost deposits you made after the casino was aware of your gambling problem but didn't block your account. Thank you for your understanding.

Dear Miri0201,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.