The player from Germany wanted a permanent closure of her account, which the casino refused to honor. Despite following the support team's instructions and deactivating the account through the system, it was reactivated afterwards. The player expressed frustration over the casino's lack of compliance with responsible gambling practices. The issue was resolved when the player informed support about the complaint submitted here, leading to the permanent closure of her account.
Winnerz Casino - Player's account has been reactivated against their wishes.
Amount: ??
Winnerz Casino
Safety Index:Very highSafety Index
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9.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
Public
Public
1 month ago
Translation
This scam casino refuses to close my account permanently. The support team instructed me to send an email, which I did, but I received no response, only a reply unrelated to my account closure request! I then deactivated my account through the casino's own system. Following this, I contacted support, had to answer 3 questions with "Yes," and my account was reactivated again. I want my account with this scam casino closed once and for all, and it should never be reopened! This casino blatantly ignores responsible gambling! You can already tell from my review what I think of this casino. The positive reviews are bought; I was also lured with FS to leave a positive review here and on Trustpilot.
Automatic translation:
Public
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1 month ago
Dear Gehtdixhnixan,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winnerz Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do you believe you need protection from playing in the casino?
- Have you indicated any trouble controlling your gambling to casino support in any way?
- Have you unsubscribed from the casino's marketing communication?
- Could you please provide more details on the process of your account closure and account reopening?
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
Public
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1 month ago
Translation
Hello,
I don't need any protection when playing. I didn't tell the casino that I have a problem with control, I don't have any problems with gambling, just problems with casinos like this one, which I think cheats. Why do I have to tell a casino that I'm addicted to gambling just so they can close my account permanently? That would be a lie and if I want permanent closure for other reasons, then I want that to happen too.
No I haven't, I almost never get marketing emails from the casino.
So, as I said, I asked for my account to be permanently closed by email in a very unfriendly tone. The only response I got from the casino was "we are sorry to hear that you have not had any luck playing. However, after consulting the relevant department, we can assure you that everything is fine with the slots and they are running properly. We have not found any difficulties in your gaming process".
That was the answer that had nothing to do with my request to close the account.
After the email from the casino, I deactivated my account via my profile. After about a week, I logged back in and asked the live chat to reactivate my account. I had to answer three questions with yes, then my account was open again and I could play. A short time later, I asked support again to permanently close my account and was referred to the email. But since I hadn't been able to achieve anything by email with my first request, I became abusive and left support. My account is currently still active.
Edited
Automatic translation:
Public
Public
1 month ago
Translation
The thread can be closed. I have now written to support again and told them that I have opened a complaint here and my account has now been permanently closed. Thank you
Automatic translation:
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4 weeks ago
Dear Gehtdixhnixan,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
