The player from Greece attempted to close his Winbay casino account but had sent three emails and communicated with a representative without success. His account remained open. The issue was resolved when the player confirmed that the casino had closed his account after his last communication, acknowledging his gambling addiction. The complaint was closed at the player's request.
Winbay Casino - Player's account closure request is being ignored.
Closed
Our verdict
Other
Amount: ??
Winbay Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
I am trying to close my winbay casino account.
I have sent three emails and spoken to their representative via chat but they continue to keep my account open.
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11 months ago
Dear kgiovanis33,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Veronika
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11 months ago
Translation
I have sent you what you asked me for in your email. The problem is addiction. What else could it be?
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11 months ago
Translation
The issue was closed after my last communication with the casino and I was able to close my account.
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11 months ago
Thank you for your emails. I'm glad to hear that the casino closed your account.
Could you please specify if you made any deposits after you requested your account to be closed due to gambling addiction?
Please let me know if there is anything else we can assist you with, or if this complaint may be closed.
