Winnerz Casino - Player was able to register at the casino despite being self-excluded at the sister casino.

Hallo, ich bin bei dem Schwesterncasino Tsars ausgeschlossen. Die Casinos arbeiten nicht unabhängig voneinander. Bei anderen Beschwerden hier, wurde der Fall auch geschlossen, auf Grund des Ausschlusses. Ich hätte mich nicht registrieren dürfen.

Dear LaJenny7,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.

I have checked the Responsible Gaming section of Trickz Casino and this is what I found:

Closing an account:

You can make self-exclusion in the Responsible Gambling section in your profile and your account will be closed. If you want to close your account permanently or you have gambling problems, please contact support@winnerz.com.

If you have any additional questions you can contact our support team via Live chat or email support@winnerz.com . Our support team is ready to help you 24/7.

Could you please confirm if you submitted a self-exclusion request directly to Winnerz Casino?

We would like to clarify that the Terms and Conditions of Winnerz Casino do not specify that self-exclusion from a sister casino automatically prevents a player from creating an account with this casino. Furthermore, the licensing authority overseeing Winnerz Casino does not mandate its licensees to extend self-exclusion across all their brands.

In such situations, it is the player’s responsibility to request self-exclusion from each casino individually to ensure comprehensive coverage.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.