The player from Spain requested a permanent closure of his account due to gambling issues on 01/08/2024 but has been ignored for 12 days despite multiple follow-ups. He has lost €800 during this period and seeks assistance in closing his account and retrieving his funds.
WinOlot Casino - Player’s account closure request is ignored.
Amount: €800
WinOlot Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case opened
Current status
Waiting for casino to reply
5d 18h 39m 55s
Case summary
yesterday
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1 month 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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1 month 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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1 month ago
Translation
Good morning
I have already replied to the email with the requested documentation
Automatic translation:
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1 month 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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1 month 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 weeks 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 weeks ago
Translation
I have already forwarded it to you. Regards.
Automatic translation:
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4 weeks 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 weeks 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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2 weeks 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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1 week 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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yesterday
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.
WinOlot Casino has 5d 18h 39m 55s to reply
Jozef is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
