The player from New Jersey had created an account at Winnerz.com despite being banned for life due to gambling addiction, a ban that was confirmed on February 3, 2022. He was also blocked by Estonian authorities and sought a refund of €5,894 in losses incurred. The Complaints Team reviewed the case and determined that the player's previous account had never been fully verified, and there was no confirmation of his self-exclusion request. Consequently, it was concluded that the casino could not be held responsible for his losses, and he was advised to contact regulatory authorities for further assistance.
Winnerz Casino - Player’ was able to create an account after being self-excluded.
Amount: €5,894
Winnerz Casino
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Closed
Our verdict
Other
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Ladies and Gentlemen
Unfortunately, I was able to create an account with you, even though I am banned for life from your casino Winnerz.com as part of the Hitz Gaming group due to gambling addiction.
This ban was confirmed to me on February 3, 2022.
Additionally, I am blocked by the Estonian authorities. This application was accepted on June 24, 2023.
Due to the loophole in their system and the problem of gambling addiction, I suffered losses amounting to €5,894.
Please refund the damage caused to my bank account.
If you need further documents, please let me know.
Automatic translation:
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1 month ago
Dear Nodiposit,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To better understand your situation and assist you effectively, could you please provide the following information?
- Could you kindly forward the account closure request you sent to Winnerz Casino back in 2022? Please send the entire email, not just a screenshot. My email address is veronika.f@casino.guru. If you received any responses from the casino, kindly include those as well.
- When exactly did you open your second account at Winnerz Casino? Did you use the same phone number as in your first account? What about your email address?
- Did you complete your personal information in your casino profile before you started depositing and playing?
- Have you passed the full KYC verification in any of your accounts?
We hope to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
Translation
Hello,
here are the following points:
1) I have forwarded the email to you.
2) I was able to open a new account on February 18th. I did not have to provide a phone number, the email address was different.
3) I entered my personal information the same way I did on my other account.
4) I have not had to complete a KYC check yet.
Best regards
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4 weeks ago
Thank you for your email. Did the casino respond to your request back in 2022? If so, kindly forward me their reply as well (veronika.f@casino.guru).
Could you please specify which payment method you used for depositing into this casino? Were you asked to fill out your profile before depositing?
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3 weeks ago
Translation
Hello,
I didn't receive a response from the casino. However, my account was blocked.
For the deposit I chose only real-time transfer via Revolut. I filled out my profile truthfully and completely. However, a KYC check is still pending.
Best regards
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2 weeks ago
Could you please specify if your first account was fully verified?
Which country of residence did you fill out in your casino profile? Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
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2 weeks ago
Translation
Hello,
No, I have not verified my account because I was not asked to do so.
My country of residence is the United States of America. No, I haven't changed my VPN or IP address.
I'm still waiting for a refund from the provider.
Best regards
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1 week ago
Dear Nodiposit,
Thank you for providing additional details regarding your case. After reviewing the information and documents you submitted, we regret to inform you that we are unable to proceed with your complaint.
There are a few key reasons for this decision. Your previous account was never fully verified, meaning the casino could not conclusively link your identity to any self-exclusion request. You stated that you requested a self-exclusion in 2022, but you did not receive a response from the casino confirming the request. Without confirmation, we cannot verify whether the exclusion was properly processed. A few years later, you created a new account using a different email address and without providing a phone number, making it unlikely that the casino’s system could have recognized you as a previously self-excluded player.
Given these factors, we are unable to hold the casino responsible for your losses. If you believe the casino has violated responsible gambling policies, we recommend reaching out to the relevant regulatory authorities for further assistance.
Best regards,
Veronika
Casino.Guru Team
