The player from Germany was unable to close his account at Winolot despite multiple requests and emails to support. He expressed his gambling addiction and sought assistance and compensation for losses incurred since his initial request on August 5th. The Complaints Team extended the response time by 7 days for further clarification, but the player did not respond to inquiries. As a result, the complaint was rejected due to insufficient information to investigate further.
WinOlot Casino - Player's account closure request is delayed.
Amount: €1,000
WinOlot Casino
Safety Index:LowSafety Index
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3.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 days ago
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3 months ago
Translation
Winolot won't close my account.
I don't know what else to do...
Support or Live Chat is not helping. They keep telling me to email support@winolot.com, and then customerassist@winolot.com, but nothing happens.
Regardless of which email I use, I get no response.
I have made it very clear several times in my emails that I have a gambling addiction and I want my account closed.
My first email was on August 5th to
support@winolot.com, and then on August 8th to customerassist@winolot.com
Following that, I sent several more emails.
I want compensation as I continued to lose money from that period onwards.
Why is it so hard to close my account?
Please help me.
Automatic translation:
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3 months ago
Dear Lennart199,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please forward me the emails with the account closure requests you sent to the casino? My email address is veronika.l@casino.guru. If you have chat transcripts or screenshots of your conversations with live chat, please forward them to me as well.
Have you passed the KYC verification?
Has the casino responded to any of your emails at all?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
Hello,
Thank you for your feedback
I have given you feedback
Automatic translation:
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2 months ago
Dear Lennart199,
Thank you for your email.
When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion due to xxx
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
In the emails you sent me, it appears that you did not clearly state that your account closure request is due to gambling addiction. I regret to inform you that we are only able to assist players with account closures when gambling problems or addiction are cited as the reason. If you did not specify this reason in your previous communication with the casino, I kindly ask that you now include it.
Please fill out the form I provided you and send it to the following email address: customercare@winolot.com. Additionally, include my email address (veronika.l@casino.guru) as a closed copy (CC) so I can assist further.
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2 months ago
Dear Lennart199,
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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2 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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2 months ago
We’ve reopened this complaint at the request of Lennart199. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:
Sie haben mein Konto für 30 Tage gesperrt... hab es natürlich wieder eröffnen lassen ging innerhalb von paar Minuten...hab dann wieder über 700€ verspielt...
Bitte helfen Sie mir
Dear Lennart199,
Could you please confirm if you sent the casino your self-exclusion request using the form I provided in my previous message? Also, please forward me the account closure request that you sent to the casino after September 25 to veronika.l@casino.guru. Thank you for your cooperation.
