Winnerz Casino - Player’s complaining about the overall casino experience.

Absolutely a disgrace of a site first of all I opened it 2 weeks ago I never deposited anything as I was working then I got a call so I put in 40 euro in total when I went to chat to say i was not interested in there site as to what I have deposited and won about 3 euro I was told did I have a gambling problem talk about customer relations especially when I told her I have a disability Elizabeth told me to contact security so I really am annoyed I want my 40 euro back into my account am totally very upset the cheek of a person to make an accusation who works as a so called agent Russell do not ring me again asking me why I have not deposited am really very very disappointed and upset

Dear Hazeydoll1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you’ve tried to communicate this issue with casino directly?

Please clarify on what grounds do you request a refund. Could you please advise how much is your active balance now?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Yes I have directly send a complaint to the site I want my refund due to your agents response even after I told her I have a disability you should send your agents on a customer relations course telling me I have a gambling problem and to use the tools on your site or go to 7.1 of my contract to close my account that is why I chatted to her not everyone is used to computers I have also noted that when I opened my account 2 weeks ago I never deposited anything until yesterday when I received a phone call from Russell sending me a bouns answer asking me why I have not deposited in my account since I opened it em as I told him I was working and busy I declined Russells bouns but just used my own money So I want my refund back to my account due to the appalled behaviour of your on line agents

I’m sure you understand that I don’t work for Winnerz Casino, but as one of the Casino.Guru independent employees and professionals, I’m trying to help you to resolve your problem. 

You are requesting a refund of your €40 because you dislike customer service, is that correct? How much is your active balance now, please?

Absolutely yes I was very very upset by the agents reply there is zero in my account as I closed it so i want the money returned to my bank account I closed my account after the incident with Elizabeth

How much was the active balance in your account when you closed it, please?

40 euro

Thank you very much, Hazeydoll1234, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Hazeydoll1234,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winnerz Casino to join the conversation and participate in the resolution of this complaint.

Dear Winnerz Casino,

The player is requesting that their balance of EUR40 be returned to them. Please respond and provide further insight into the situation.

Kind regards,

Adam

Thank you adam

Hello!

The client registered on our site on 2022-08-26 at 23:15:29

On 2022-09-01, he made two deposits and played all his balance (on account 0.10 cents left)

On 2022-09-02, he reached out to us via live chat and requested the closure of his account.

Therefore, our support representative provided the client with the information on where on the site he can suspend his account and provided additional information regarding where he can find more information on our site about his options, which we are obliged to provide due to responsible gaming rules.

The client answered that he has a "problem" and "disability," so our support representative asked the client to specify whether the problem he is referring to is connected with gambling.

This chat was the only time when the client reached out to us, and currently, his account is closed.

Please note that responsible gaming tools are freely accessible to the clients on our site. If the client has contacted us mentioning gambling problems, we will close the client's account with no possibility of reopening it in the future.

We see no reason for a refund.

Regards

Andrei

Hello Andrei,

Thank you for your response. Could I ask you if there is a record of the communication between the player and the casino? If so, could I please ask you to forward it to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hello Adam,

The client reached out to us via live chat on September 2nd and had a conversation with our support representative Elizabeth.

Please find attached the PDF document where this conversation is visible.

If any additional information is needed, feel free to contact us anytime.

Sincerely,

Andrei

Dear Andrei,

Thank you for supplying the requested information.

Dear Hazeydoll1234,

Can you please clarify if you played your entire balance before your account was closed?

Kind regards,

Adam

Thank you Adam yes I played with my money and to note I told Elizabeth I had a problem which is my disability I asked Elizabeth just to close my account she asked me had a gambling problem to witch I responded clearly how dare she assume I had a gambling problem then told me as you can see if you received my chat on line to go to 7.1 of there conditions I could be wrong about what section THEN I informed her that is why I opened the chat as i have a disability thank you really very much i have since then contacted the gambler regulator regarding my discrimination on this site please let me know thank you kindly hazel yes Elizabeth should go on a customer relations course you never ever assume

I only deposited 40 euro as you are aware I opened the account two weeks but never deposited anything until I got a phone call from Russell to enquire about why I have deposited anything and sent me a text message about what I would obtain when I would deposit please ask the site regarding this that is the only reason I deposited yes two amounts of 20 euro I never received the bouns then this all started when I opened the chat Just to close my account and Elizabeth first thing she asked had I am gambling problem NOT acceptable thanks Adam I appreciate your time and help

Hello Hazeydoll1234,

Thank you for your response. I have since re-read the live chat transcript and unfortunately, I do not believe that there are grounds for a refund of your funds if you have played them freely.

While the support agent does refer you to the responsible gambling section of your account, as I understand it this is merely to inform you that there is an option within that section to close the account yourself. They also provide information should you deem it necessary to exclude yourself from gambling at any Estonian licensed operators. I feel that this may have been misunderstood as an accusation of having a problem when it appears that the operator is just providing information.

I am sorry that you feel that you have been treated unfairly, but I do not think there is anything we can do to help any further in this case and so the complaint will now be closed.

You have mentioned that you have contacted the relevant licensing authority already, please let us know how they respond (adam.m@casino.guru).

I am sorry that I could not be of more help on this occasion.

Kind regards,

Adam