The player from Spain had requested a permanent closure of his account due to gambling issues on 01/08/2024 but had been ignored for 12 days despite multiple follow-ups. He had lost €800 during this period and sought assistance in closing his account and retrieving his funds. The Complaints Team had attempted to mediate with the casino, emphasizing the urgency of the situation due to the player's gambling problems. However, due to the casino’s lack of cooperation and failure to respond adequately, the complaint was closed as 'unresolved'.
WinOlot Casino - Player’s account closure request is ignored.
Black points: 437
Amount: €800
WinOlot Casino
Safety Index:LowSafety Index
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3.6
WinOlot Casino has a Safety Index of 3.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
2 months ago
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4 months ago
Translation
Good morning,
On 01/08/2024, 12 days ago, I requested the permanent closure of my account at this casino due to gambling problems (I made this request via the online chat on the website as well as through an email to which I was directed).
They have ignored my request despite contacting them 5-6 times both through the online chat and with two emails they provided.
Because they have not closed my account in these 12 days, despite informing them of the problems, I have lost €800 on your site. When I contact them, they tell me they will respond, but time keeps passing and they do not pay any attention to me at all. This casino is a tremendous risk.
I kindly request your help in resolving this matter: the permanent closure of my account and a refund of the money deposited since you have been aware of my request and the reason for it.
Automatic translation:
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4 months ago
Dear Dear Trotamundos,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Could you please forward me the first email where you requested the casino to close your account specifically due to gambling addiction? Please include the casino's response as well. My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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4 months ago
Translation
Good morning
I have already replied to the email with the requested documentation
Automatic translation:
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4 months ago
Thank you for your emails. Have you received any replies from the casino when you contacted them with your self-exclusion request?
Could you please confirm that you passed the full KYC verification?
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4 months ago
Translation
Good afternoon.
No, I didn't receive it for 13 days, despite having insisted on at least 5-6 occasions both by email and chat. During this period I made multiple deposits worth €800, given my problem.
They contacted me a few days ago, telling me that I had been self-excluded for 1 month, to which I replied indicating that I wanted the permanent closure and insisting on the return of the €800 deposited after they have become aware of the problem and having requested the permanent closure without the option of reopening. They have not answered me to this again.
As for the other question, yes, I had done the identity verification of your casino before all this.
Have you been able to find out anything?
greetings.
Automatic translation:
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4 months ago
Please forward me the email you received from the casino about your account being self-excluded for a month at veronika.l@casino.guru. Thank you.
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4 months ago
Translation
I have already forwarded it to you. Regards.
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4 months ago
Thank you very much, Trotamundos, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 months ago
Dear Trotamundos,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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3 months ago
Dear Jozef,
The player's account was excluded within the timeframe in accordance with our terms and conditions. Please note that every request is handled manually by our dedicated team and time is needed for the completion of it.
Regards,
WinOlot Casino
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3 months ago
Dear WinOlot Casino team,
When the player informs the casino team about a gambling problem, I believe that such an account should be closed as soon as possible. I can confirm that 12 days seems too long. Could you please explain the reason for this delay?
Additionally, could you provide me with the player's transaction history during this period? You can forward it to my email address at jozef.k@casino.guru.
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3 months ago
Translation
Good morning.
I still haven't gotten a response from the casino.
Do you have any news?
Greetings
Automatic translation:
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3 months ago
We would like to ask the 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’ which may negatively affect its rating.
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3 months ago
Dear Jozef,
We would like to clarify that the timeframe for such requests is clearly described in our terms and conditions and our actions are in accordance with publicly available information. We trust you understand the completion time may vary due to the fact that every request is handled manually by a dedicated team. These specialists are trained extensively to manage these situations with efficiency and adherence to strict procedures. Their role is crucial in ensuring players receive appropriate assistance tailored to their needs while maintaining the integrity of the gaming platform's policies. This dedicated approach enhances overall customer satisfaction by addressing complex issues promptly and professionally.
Since the player's account was closed within the required period it is his sole responsibility for any activity on the account during the exclusion is being processed.
Regards,
WinOlot Casino
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3 months ago
Dear WinOlot Casino team,
May I kindly ask you to provide the player's transaction history? You can forward it to my email address mentioned below.
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2 months ago
We would like to ask the 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’ which may negatively affect its rating.
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2 months ago
Dear Jozef,
Please note that the disputed amount was deposited between 04/08/2024 and 06/08/2024, while the exclusion request was submitted on 01/08/2024, which is three business days after the exclusion request. There are no deposits after 06/08/2024.
Regards,
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2 months ago
Dear WinOlot Casino team,
thank you for this information. Typically, we consider a few working days (2-3) as an acceptable timeframe for closing an account, as it may take some time for the relevant department to process such requests. Is there any possibility of reaching a compromise with the player? Perhaps meeting halfway?
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2 months ago
Translation
Good morning.
I would like to clarify that on 08/01/24 they ALREADY became aware of my problems, via chat (because they answered) and via email.
Even though they were seeing that he was depositing money compulsively, it took them more than 10 days to close the account, losing a lot of money UNDER HIS SUPERVISION.
That is to say, it is not that they were unaware of it until several days later, but that they were aware of it from the beginning. This is extremely dangerous, because even though they knew about it, they did nothing and the damage could have been even greater.
Automatic translation:
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2 months ago
We would like to ask the 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’ which may negatively affect its rating.
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2 months ago
Since we haven’t received further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear Trotamundos,
I am very sorry about the situation, it seems that the casino team is not open for further discussions. Please note that this complaint will have an impact on their safety index on our website. Be aware that the WinOlot Casino is not licensed and has a low safety index on our site.
If you have any questions or need further assistance, please let me know.
Best regards, Jozef
