After depositing approximately 10,000 Euros, the player's account was subsequently blocked due to gambling addiction. He claimed that the casino was aware of his gambling problem but allowed him to play and lose her funds. He did not receive a response from the casino after requesting a refund of her deposits. We requested evidence that the casino had been informed about his gambling problem, but the player could not provide it. Consequently, the complaint was rejected due to a lack of proof that the casino was aware of his gambling issues.
WinLegends Casino - Player demands refund after her account was blocked.
Amount: €10,000
WinLegends Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Hello Casino Guru,
Please help me get my deposited money back. I have deposited and lost approximately 10,000 Euros in this casino. After that, my account was immediately blocked due to gambling addiction when I tried to sign in the next day. The casino already knew that I had a gambling problem, but they didn't block me immediately. Instead, they let me play until I lost approximately 10,000 Euros. I sent an email to their support team two days ago, but I got no response. I demand that the casino refund my deposits totaling around 10,000 Euros. Please, Casino Guru, help me.
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5 months ago
Dear benzj044,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinLegends Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain the timeline of events in more detail?
- When did you make deposits in the casino?
- When did you inform the casino about your gambling problem?
- When was your account blocked?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
Translation
I registered with the casino on May 26th and asked where the deposit limits and tools for responsible gaming were, but I was told that they weren't available yet, even though it's stated in the terms and conditions, and I deposited until I lost 10,000 euros. Then a day later I wanted to register without depositing anything to see if there was any cashback and found that the casino had blocked me without contacting me and when I registered it said I was blocked due to gambling addiction. So they already knew about my gambling addiction and let me deposit anyway until I lost 10,000 euros and then blocked my account. I want my 10,000 euros deposited back. Please help me, casino guru team.
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5 months ago
Dear benzj044,
Please send me proof the casino was informed about your gambling addiction. Share screenshots that would support your case here or send the information to my email at tomas@casino.guru
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5 months ago
Translation
Hello Thomas,
As I said, I was only blocked after I deposited the 10,000 euros and lost everything. A day later, when I logged in, it said that I had been blocked because of gambling addiction (see screenshot)
The casino must have had me in its system. But they didn't block me straight away; they let me play first and when I lost 10,000 euros my account was blocked. Please help me get my 10,000 euros back.
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5 months ago
We can't proceed without evidence the casino was informed about your gambling problems. This information is crucial for us to proceed.
Please send me any communication in which you informed the casino about this fact or any communication in which the casino acknowledged when they were informed of your issues.
Send this information to my email at tomas@casino.guru
I apologize for the inconvenience.
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5 months ago
Translation
Why don't you ask the casino why I was banned?
I say yes, I have been blocked and no longer have access. And the message I receive is that I have been blocked due to gambling addiction. Please ask the casino here why I have been blocked and if they already knew that I am addicted to gambling why they let me play and only then blocked my account. Please ask the casino this question here. Because they are not responding to my emails!!!! If you want to help me then do that, contact the casino here because I am not getting any answers as to why I have been blocked due to gambling addiction and why they let me play even though they knew that I am addicted to gambling.
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5 months ago
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I assume that the casino has partner casinos or other casinos where I am blocked because of gambling addiction and that I am listed in their system as a gambling addict. Please contact the casino here and ask. As I said, I am not receiving any replies to my email and that is why I am here so that you can help me and contact the casino to resolve the matter.
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5 months ago
Dear benzj044
I am sorry, but without further information, we don't see a valid reason for a refund if you didn't inform the casino on your own regarding any gambling issues.
Casinos can close players' accounts at any time for any reason, and as long as they don't withhold player's balances we can't oppose their decision.
If you believe the casino should have protected you from depositing and playing we'll need the valid reason provided by you.
Please note that Antillephone-licensed casinos are not obligated to enforce self-exclusion across multiple brands; therefore, to be protected from gambling, you need to inform each online casino where you open an account. https://casino.guru/licensing-authorities/curacao-license-3
I want to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool.
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Due to the aforementioned reasons, this complaint will now be rejected. I apologize for the disappointing result of your complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
