The player from Germany requested a refund of €2,100 from Winnerz casinos after being denied a self-exclusion despite a request sent in October 2024. He believed the casinos should have excluded him without needing to create an account. The Complaints Team concluded that the casino's actions were deemed appropriate since the player informed them of his gambling issues only after account creation, resulting in account blocking. The complaint was closed as a result.
Winnerz Casino - Player seeks refund due to self-exclusion denial.
Amount: €2,100
Winnerz Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hello, I am requesting a refund totaling €2,100 from the two casinos, Winnerz and Trickz, or from their operator, Featurey Buy Ltd.
On October 26, 2024, I sent a self-exclusion request due to gambling addiction to the Winnerz Casino, asking to be excluded from the entire operator, Feature Buy Ltd.
Explanation:
To manage my gambling addiction and protect myself from signing up at casinos or incurring financial loss, I constantly contact all the casinos I can find, sharing my gambling addiction and requesting exclusion from the casino directly and its operator. Unfortunately, various blocking apps for gambling sites do not work for me, as I can easily bypass them, so this is currently the only way that works to protect myself from gambling.
So, on October 26, 2024, I contacted Winnerz Casino and requested self-exclusion.
This was not carried out, allowing me to create an account on January 30, 2025, and make deposits.
I contacted the casino, and I was told that it is not possible to exclude me without an account.
In my self-exclusion email, I clearly stated that if it is not possible to exclude me directly, they should respond within seven days. I would then create an account, which could be closed immediately.
This way, I could create an account in strong moments, and it would be blocked immediately.
I also mentioned in my email that if I did not hear back from the casino within seven days, I would assume I was excluded.
The casino responded to this email. However, the self-exclusion was not implemented.
I contacted the casino again, and they again claimed that it is allegedly not possible to block me without an account.
They then sent me some terms and conditions, which are entirely irrelevant to my case.
I repeatedly asked the casino's support why they didn't simply reply to my email in October 2024. They could have responded, telling me to create an account, which I would have done, allowing the casino to exclude me.
However, there was no response at all; the email was never addressed.
Additionally, I would like to point out that there is a complaint on Casino Guru where a player also requested a ban from the operator Feature Buy Ltd. and then managed to register with a sister casino.
This player received a refund, which clearly shows that the casinos and the operator Feature Buy Ltd. can exclude a player without them having an account.
I kindly ask for your help in obtaining a refund of €2,100 in total.
Automatic translation:
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1 month ago
Dear xSerious169,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winnerz Casino.
Please note we understand the point of view of the casino, not being able to self-exclude you if you don't have yet an open casino account. If the casino didn't reply, we can't blame them for not replying to a person who is not their client. Unfortunately, we don't consider preventive self-exclusion as mandatory in online casinos.
If you have an issue with more than one casino, kindly submit a complaint for each one.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you informed the casino of your gambling problems after opening your account in the casino?
- Was your casino account closed as a result?
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Hello, please believe me that I proactively contact many, many casinos in advance and they can easily exclude me without me having an account there.
In my email to the casino, I even wrote that if self-exclusion is not possible in advance, the casino should please contact me within seven days.
The casino did not do that, so I assumed I was banned from the casino.
In another complaint, as mentioned above, a player complained that he was not banned at the sister casinos and received a refund here.
So it is obvious that the casino could have excluded me in advance or at least answered my emails in such a way that I could have blocked myself.
after creating an account, I contacted the casino again regarding my gambling problems and then my account was blocked.
However, I was able to make deposits worth €1100 even though the casino was aware of my gambling addiction
Automatic translation:
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1 month ago
Thanks for your reply.
While possible, we don't consider it mandatory. and can't penalize the casino for not replying to your request.
Since you confirmed you informed the casino about your gambling issue after creating the account and the casino permanently blocked your account, we would consider the actions of the casino appropriate.
I unfortunately can't comment on different cases unrelated to you.
Since we can't take any further action, the complaint will be closed. 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 issues with any online casino in the future.
