WinOlot Casino - Casino delays player's self-exclusion request.

Yesterday, after losing quite a bit of money at this casino, I requested permanent self-exclusion due to gambling addiction. I was instructed via chat to send an email to a specified address.

After 24 hours, my account remains open, so I contacted chat support. They informed me that they have received my request and hope to process it WITHIN 10 DAYS.

I trust that this complaint will speed up the process

Hello juliobit8,

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

Could you please how and when exactly did you request for exclusion? Would it be possible to forward the communication between you and the casino regarding your request to nikolas.b@casino.guru? Did you deposit any money into the casino since your request? If yes, when and how much?

Looking forward to your answer.

Regards,

Nick

Hello Nick.

Thanks for your attention.

On the afternoon of the 10th, I contacted via chat communicating my gambling addiction and my desire to self-exclude for life. They asked me to send an email, so I did (I just forwarded it). In said message, I explain the same thing as in the chat again).

On the 11th I deposit 200 euros more, and I contact the chat again. They confirm that they have received my request and that they will process it in 10 days.

Right now, I still have access to the account and can deposit

all the best.

Thank you juliobit8 for all the information provided. The casino should process such request within 48 hours and definitely not 10 days. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you so much.

To this day, I can still access the casino (although I have managed not to play).

Yesterday I sent an email (to the same address they gave me to request the exclusion) asking something that did not interest me (about withdrawals) to see if they would respond quickly. In three hours they had responded to me

Days go by and my account is still open. I receive bonus advertising every day.

Today I deposited 100 euros again. I contact the chat and they tell me that it is being processed and to be patient.

Please, I ask casino guru to contact the casino about this case and close my account

Dear juliobit8,

Thank you very much for sharing your negative experience. We are now going to reach the casino team so they can react here. I contacted the casino live chat, and they informed me that they would make an effort to expedite the process. However, based on the terms and conditions, they have up to 10 days to respond, which seems excessive. I made a strong request in the hopes that it will make a difference.

Meanwhile, I recommend that you do your best to avoid gambling. You can find useful tips here. Also, since you have multiple complaints about this, and it is obvious that gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Thanks for the advice. I am aware of the problem I have but it is very difficult to find a solution.

Players like me are totally unprotected against these types of casinos that have no scruples

I feel anger and helplessness. They just contacted me, a week after the request, to ask me the reason for the closure. They know it very well because I have explained it in the 3 emails I sent them.

This type of casino cannot be allowed to continue operating without scruples

Dear Casino Guru and juliobit8,

Thank you for contacting us.

After reviewing the customer's inquiry, we have applied our standard exclusion procedure for the player's account. Our focus is on promoting responsible gambling and providing prompt responses to all inquiries. It is important to highlight that players must formally request self-exclusion through our dedicated team via the provided email address at customercare@winolot.com. 

Our commitment to resolve all requests effectively remains firm, and this case is an example of our dedication to timely resolutions. As stated in our Terms & Conditions, customers agree to adhere to our policies upon registration.

However, please bear in mind that there is a technical timeframe required to process the request since there is a dedicated team that manually reviews each case.

Feel free to reach out to us for any future queries.

Kind regards,

WinOlot Casino

Hello Jozef.

My account has finally been closed.

But I want it to be clear that this casino is anything but respectful of responsible gaming (as they would have us believe). I requested self-exclusion, explaining my problem with the game, almost daily and their response was always the same "don't worry, we have 10 WORKING days to close the account."

It will be included in their tyc but they are abusive and unfair tyc that do not protect their players at all.

They kept my account open while I continued losing money and when I managed to control myself and not bet for a few days they proceeded to close it (if I couldn't control myself they would have waited until the last day)

UNSCRUPLE CASINO

Dear juliobit8,

I am glad to hear that your account was closed. I am also relieved that you were able to self-control, as I would not be able to assist you in this matter. Given that I have dealt with your numerous cases involving gambling issues and yet you still found yourself playing elsewhere, I hope you have already sought professional help. If not, I strongly recommend you check out this link.

I am closing this case as 'solved'.

Kind regards, Jozef