The player from Poland, struggling with gambling addiction, attempted to close her account via chat but was told to do it via email, which she can't currently access. Without being able to block her account, she has deposited 5500 PLN. The complaint was rejected as his initial request was not forwarded properly.
WinDetta Casino - Player finds difficulty in self-exclusion process.
Amount: 5,500 zł
WinDetta Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
Public
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11 months ago
Hi,
two days ago I have wrote on chat to block my account because im addicted and guy said I need to write email and i cant block myself different way. I don’t have access to my email atm because I left my other phone in different house and I can’t click to get to my email. Since then I have deposited 5500 pln and I’m upset. Is this is legal?
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11 months ago
Hello dziiizas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinDetta Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Why didn't you e-mail them from any e-mail address with your casino details? When was the last time you spoke to the casino and what was it about?
Unfortunately, if the casino requires to send e-mail to them you have to follow their rules and it is not an excuse that you could not send it as you could do it from any different device or e-mail address.
Looking forward to your answer.
Regards,
Nick
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11 months ago
My account is not verified on this casino. It’s ok close the case then, I couldn’t block myself on the website and chat didn’t help. And I didn’t have access to my email since this morning so I will send email today. I just never had a problem to block myself by chat before and I thought it’s regulated by lincence.
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11 months ago
Hello dziiizas,
Unfortunately, many casinos have outsourced live chat agents who are not even allowed to manipulate with player's account that is why the safest way is to send an e-mail directly to their support.
We will be now closing the complaint based on the above described facts.
Wish you best luck.
Regards,
Nick
