The player from Sweden faced issues with casinos that continued to operate despite being prohibited by the Swedish Gambling Authority. After self-excluding through Spelpaus, he sought a refund of 8,712 Euros for deposits made after the prohibition date, but his claim was rejected due to the casino's denial of marketing. He requested assistance in addressing their conduct. The Complaints Team clarified that they did not handle complaints related to licensing regulations and policies, stating that their role was to mediate disputes rather than enforce legality. Consequently, the case was not pursued further.
Winnerz Casino - Player’s refund request is rejected by the casino.
Amount: €8,712
Winnerz Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hinz Gaming OÜ with its casino Winnerz/Wisho was set up as a prohibited company by the gambling inspectorate on July 1 - 2024.
It is not in itself prohibited for a casino without a Swedish license to offer its services to Swedish players, but if they also market themselves in Sweden, the Gambling Inspectorate prohibits them from operating here.
Despite this ban, Winnerz and Wisho casino continued to process people like me on a daily basis who find it difficult to control games and who are therefore banned from playing.
I therefore made a claim to them for my deposits of 8,712 Euro, which were made after July 1 - 2024 when the ban was introduced.
However, they rejected the claim citing that they did not market themselves, despite their VIP department contacting me daily with offers to keep me playing. I would like your help for an explanation from them on their unacceptable behavior to continue exploiting weak and sick people despite their covenant.
Attached are a few examples of their processing after 1/7-2024 and of course I have lists of all transactions.
With kind regards/ Jan K***
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear janne22maj,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that casinos without a Swedish license do not have access to the Spelpaus register, therefore they cannot prevent players from your country from registering accounts. I know this is unfortunate, but this is an industry standard.
- Do you currently have access to your casino account?
- Could you please advise if you informed the casino about your gambling problem?
I am afraid that if you didn't inform the casino about your gambling addiction before depositing, we will not be able to assist you further. However, if you requested self-exclusion directly from this casino, please forward the request to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hi Kristina and thank you for your reply.
I have not notified the casino about my game break, but that was also not my real question and what the claim applies to. What I'm referring to is that they were banned by the Gambling Inspectorate from operating on the Swedish market 20240701 when it turned out that they had broken laws and regulations.
A banned and blacklisted casino may not operate in Sweden at all after that.
But what is extra remarkable is that despite the ban, they not only continued with their activities against Swedish players, but also their VIP department continued to actively process me daily after the ban so that I would continue to play. A casino that breaks all rules, laws and norms to make more money can hardly be considered a serious casino with a high safety index. Etc./ Jan K***
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Thank you for your reply, janne22maj. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Unfortunately, based on the information received, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
