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

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

Amount: €250

Winnerz Casino
Submitted: 21 Dec 2024 | Case closed : 09 Jan 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Germany faced issues with her account as she was excluded from the sister casino Tsars. She noted that the casinos did not operate independently and believed she should not have been allowed to register. The Complaints Team concluded that due to the player's lack of response to inquiries regarding her self-exclusion requests, the investigation could not proceed, resulting in the rejection of her complaint.

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Translation

Hello, I am excluded at the sister casino Tsars. The casinos do not operate independently from each other. In other complaints here, the case was also closed due to the exclusion. I should not have been allowed to register.

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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.

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Translation

Hello Veronika,

There is already an existing complaint from another player with a similar situation. In the complaint they even write that they have a system for recognizing names and that it failed. It is a group and the casino has to be fair. Winnerz has not yet responded to my request. Only Trickz, but they belong together. Sorry, but they even write that here.



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Casoo is also related here at Guru. I am also excluded there

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Thank you for your reply.

Could you please clarify whether you mentioned gambling addiction in any of your self-exclusion requests? Based on the screenshot from Casoo that you provided, it appears to reference only "self-exclusion" without specifying the reason behind your decision.

Please note that we are unable to mediate cases where the self-exclusion was not explicitly requested due to a gambling problem. This distinction is essential in determining whether we can assist further with your case.

Looking forward to your response.

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Dear LaJenny7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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