The player from Germany, who was struggling with a gambling addiction, had been trying to close her account with the online casino. Despite numerous attempts to contact support and initiate self-exclusion, the casino had not suspended her account. The player had also not received any email responses from the casino. She had expressed frustration with the casino's request for documents to verify her identity before closing the account, as she did not have the required documents. After discussing with the Complaints Team, the player decided not to pursue the case further and requested the complaint to be closed per the player's request.
WinOlot Casino - Player struggles to self-exclude due to gambling addiction.
Amount: ??
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
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Hello, the WinOlot Casino simply refuses to suspend my account, even though I stated the reason as gambling addiction. I hope you can help me. I've been stalled for about 6 days now. I've written several emails to support and have probably been in customer service about 10 times already 😔… 
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10 months ago
Dear Leeamaria,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:
3.22.3. THE CUSTOMER ACKNOWLEDGES, AGREES AND ACCEPTS THAT THE PROCEDURE FOR SELF-EXCLUSION WITH THE BRAND IS AS FOLLOWS: IF THE CUSTOMER WANTS TO BE SELF-EXCLUDED FROM WINOLOT.COM, HE/SHE NEEDS TO CONTACT US ON THE FOLLOWING EMAIL ADDRESS: CUSTOMERCARE@WINOLOT.COM
CUSTOMER’S EMAIL NEEDS TO INCLUDE THE FOLLOWING INFORMATION:
(A) A CLEAR REQUEST THAT STATES THAT CUSTOMER WISHES TO BE FULLY SELF-EXCLUDED (NOT PARTIALLY RESTRICTED) ON A VOLUNTARY BASIS;
(B) THE DURATION OF THE PERIOD OF THE SELF-EXCLUSION, WITH A MINIMUM OF TWENTY-FOUR HOURS.
Could you please forward the first self-exclusion request to kristina.s@casino.guru? Have you received any email reply from the casino? If there is any other relevant communication between you and the casino, please forward it as well.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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10 months ago
Translation
Hello, first of all thank you very much for the help. I forwarded the first self-exclusion request to them. Unfortunately, I haven't received an answer by email since then... So I went to support almost every day, where I was always told that the department knew about it and would process the case, but nothing had happened for days. Ps. I was always friendly and also asked support if they could please help me to finally close my account but they said they already had the case on top priority (which I don't believe) and the department would get in touch 😩 I receive answers every day from support (they would like to help but can't). I have now given up writing to support. Ps. They really act like I want a kidney from them, when all I want is for my account to be permanently closed/blocked. Kind regards and thank you again 🙏
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10 months ago
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I sent them another email today and paid a lot of attention to the wording... best regards 🖖
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10 months ago
Alright, I see the casino requested documents from you. Unfortunately, for some casinos, this is part of the self-exclusion process. Usually, it helps them to detect any future attempts to create accounts by the self-excluded players. Therefore, I would recommend that you provide the required documents as soon as possible so that the casino can proceed with account closure.
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10 months ago
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Hello, even if I wanted to, I unfortunately don't have these documents (since my husband pays all the bills and my name and address are nowhere on there... so I can't verify myself with the documents that are required. It all feels like it anyway pure harassment, I'm sure if the casino wanted to, my account would already be closed. I wrote to the casino that I don't have such documents and would they be so kind as to close it without (no answer). I think we will I can't get any further here and I have to leave the account open there 😔you can close the case. I'm not feeling well and the whole thing is stressing me out too much. Ps.. thank you very much for your help but we'll talk to each other at this point Circle around, you have classified the casino as untrustworthy and I see it that way too... I really don't want to verify myself, even if I could. Anyway, thank you again for the help! 🌻
Edited
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10 months ago
I completely understand your point of view and before closing this complaint, I would like you to confirm that you are sure you don't want to proceed further with this case. Thank you.
