HomeComplaintsWinOlot Casino - Player is unable to close account.

WinOlot Casino - Player is unable to close account.

Amount: ??

WinOlot Casino
Safety Index:Very low
Submitted: 29 Jul 2024 | Case closed : 23 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from Spain had been attempting to close his casino account for several months without success, despite deregistering from the game. The Complaints Team had been unable to assist further due to the player's lack of response to inquiries regarding his self-exclusion request. Consequently, the complaint was rejected as no additional information had been provided for investigation.

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3 months ago
Translation

I've been trying to close my account for several months, but it's still not closed. I have deregistered from the game, and even so, they haven't blocked my account.

Automatic translation:
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3 months ago

Hello xxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

 

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

 

 

Thank you very much in advance for your reply.

Best regards,

Nick

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3 months ago

Dear juliete232323,

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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3 months ago
Translation

Hello, I want a self-exclusion forever, I have gambling problems and I don't want to gamble anymore, thank you

Automatic translation:
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3 months ago

Dear juliete232323,

You have to send a request to the casino by e-mail not us.

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3 months ago

Dear juliete232323,

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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3 months ago

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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