Winnerz Casino - The player's gambling addiction was ignored by the casino.

What is youre experience of this new casino? If you dont have any, stay far away.opened an account 27/1,lost some and asked emailed them asking them to close my account due to gambling issues. They instructed me to do it using a cooloff function on the site, i did so and blocked my self for 30 days…. 30/1 addict as i am I opened a new account on the same site signing and depositing with bankid /veryfing personalid, name and adress each time i deposit. I won some, and first today i got contacted by their Securitydepartment receiving info that my new account are blocked (of course) and the winnings confiscated (can understand that), when asking them to send back the approximatly 347 euros i deposit since yesterday, im told that they hav placed those money on the account i opened 27/1 and asked them go close due to gambling issues.. horrifying, when demanding them to pay those funds immideatly to my bankaccount (that i used for deposits) they answer me "As a loyalty gesture, we have refunded your deposits to your first player accouny", as a lotalty gesture? This is maffiabehaviour, and they should be blacklisted immideatly, everyone should stay far away, due to player safety matters. The fact that they can Hold except winnings Also youre money are horryfying. They should be blacklisted asap, they dont have a mgalicens i know and i feel stupid even considering opening an account with them, they are regulated through an Estonian licens, and as a EU-member i thought they were safe.

Hello Birgule81,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with WinnerzOn Casino. Allow me to ask you a few more question before we would move forward.

Is this a complaint on WinnerzOn Casino or I misunderstood that? Could you please advise if you requested for account closure or self exclusion? Did you mention in your request that you have gambling addiction? Did you register your second account with the same personal information as the first one?

Note, that casinos mostly check your account only when you try to verify or request a withdrawal and until then they won't block you if you make a new account. However, if they refunded your deposits everything should be fine and the text they provided might be just formalities, the refund is important.

Please forward any relevant screenshots or proof to to nikolas.b@casino.guru.

Regards,

Nick

the Casino it conserns are winnerz.com

Hello Birgule81,

As the casino is not yet on our list, we are currently adding it to our system. Could you please answer to all above asked question so we will have more information regarding the case.

Regards,

Nick

Yes, I mentioned that I had gambling addiction, they offered me to do this via Estonian authorities and linked to these, as it seemed very complicated, I instead closed the account for 30 days, with that said the account was already closed and notification of gambling addiction I had they delgett. Has emailed you

Hello Birgule81,

Thanks for the e-mail provided. Could you please however send the one where you requested the casino to close your account - the copy of it - so we will have all the proof when we will contact the casino?

Regards,

Nick

Email you, actually receive and do this as I worry that they will confiscate deposited funds. I'm emailing you

Thank Birgule81 for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Birgule81,

I looked at your complaint and will do my best to help you. I would like to invite Winnerz Casino into this conversation. Casino, can you please specify what is the problem with the player’s self-exclusion?

We would like to ask the Winnerz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact the Estonian gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Hi all.

The situation is as follows: On 27.01 we received a request from a customer to block the account. We did not react properly and did not block it. This is entirely our fault.

After we received the request to block, the client was able to make payments and deposits.

made deposits in the amount of EUR 1073.

made withdrawals in the amount of EUR 600.

Accordingly, we are going to refund the difference - EUR 473.

We are very sorry about this situation, but our structure was still not functioning properly at that time. At the moment, it is fixed.

At the present moment, the customer's account is in a lifelong block.

Regards

Andrei

Dear Casino,

let us know when you'll pay the rest of the player's deposits so we can check it with the player.

Hey!

Everything was paid the same day without delay.

But as it is a refund, it may take a little longer than usual. As a rule, no longer than 1-3 days.

We can send details of the transaction or any other evidence if needed

Regard

Andrei

Dear Birgule81,

let me know when you'll receive the refund of the deposit, please.

Hi, thanks for all the help, many thanks to you at casinoguru and you at winnerz for your willingness to solve this.

I have received money from Winnerz!

Dear Birgule81,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru