HomeComplaintsWinGaga Casino - Player’s account has been closed again.

WinGaga Casino - Player’s account has been closed again.

Amount: €27

WinGaga Casino
Submitted: 25 Jan 2025 | Case closed : 31 Jan 2025
Case closed Our verdict

Insufficient evidence from player

REJECTED

Case summary

The player from Italy had his gaming account reopened after a previous permanent closure due to gambling addiction. After making a deposit of 27 euros, he requested another permanent closure, which the casino granted. He then sought a refund of his deposit. The Complaints Team, after reviewing the situation, determined that without supporting evidence from the casino regarding the self-exclusion, the complaint could not be addressed at that time. The player was advised to obtain further documentation to potentially revisit the case.

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Translation

Good evening, the casino reopened my gaming account, which had been permanently closed due to gambling addiction months ago, by offering me some free spins. I logged in, and my account was active. I deposited 27 euros and once again requested permanent closure due to gambling addiction. Now they have closed it again. I am requesting a refund of my deposit.

Thank you

Automatic translation:
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Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your account and your recent experience with the casino. It’s concerning that your account was reopened despite being closed for gambling addiction, and I understand your frustration given the circumstances.

To help us look into this further and assist you better, could you please clarify the following:

  • When did you request the permanent closure of your account the second time, after your deposit of 27 euros?
  • Were you informed about the casino’s reasons for reopening your account in the first place?
  • Could you please provide any communication you had with the casino regarding your closure request or the deposit you made? Feel free to forward any relevant emails or screenshots to petronela.k@casino.guru.

Your cooperation is essential in order for us to proceed and investigate the situation further. With the additional information, we can have a clearer picture of what happened and work towards resolving the issue.


Additionally, I want to recommend BetBlocker as part of our Global Self-Exclusion Initiative. BetBlocker is a UK-registered charity that provides a free service to support individuals with gambling addiction. It’s an easy-to-use tool that blocks access to over 84,230 gambling websites, allowing you to manage your access safely.

You can find more information on the initiative here: Casino.Guru Global Self-Exclusion Initiative and more details about BetBlocker here: BetBlocker.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela



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Translation

the casino had closed my account for problem gambling many months ago, unfortunately I have no communication with the casino about this, I guess without this evidence it becomes difficult to address the complaint.

I requested the second closure yesterday after the deposits.

Anyway I don't know why they reopened this should be asked at the casino.

Email screenshots of deposits.

I am forwarding yesterday's closing email.

Unfortunately I have no further communications to send.


Automatic translation:
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Dear Enjoy1984,

Thank you for your message. I regret to hear about your situation. Unfortunately, without supporting evidence from the casino confirming your self-exclusion or any relevant communications from them, we are unable to proceed with the complaint at this time. We need these details to effectively address the issue and advocate on your behalf.

However, I can offer some advice for future self-exclusion requests. When requesting self-exclusion, please remember to follow these key steps for the best chance of success:

  1. Send your request to the correct email address provided in the casino's general terms and conditions.
  2. If you do not receive a response, use other communication channels, such as live chat or phone, and consider sending multiple emails if necessary.
  3. Clearly state your reasons for the self-exclusion. It is important not to mention bonuses as the reason for account closure, as this could affect the outcome.

To assist you, here’s a template you can use for future self-exclusion requests:


Email Subject: Self-exclusion

Player’s Info:

First name:

Last name:

DOB:

Casino login:

Email address:


Dear [Casino Name],

I am writing to inform you that I wish to immediately exclude myself from this casino and from receiving any gambling-related marketing materials for a minimum period of [xx months/years/lifetime]. The reason for this decision is [state your reason].

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and the self-exclusion cannot be lifted before the end of the agreed period.


Unfortunately, without supporting evidence, we must reject your complaint at this time. If you manage to obtain further documentation or communication from the casino, please do not hesitate to forward it to us, and we’ll be happy to revisit your case.

Best regards,

Petronela

Casino.Guru 



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