The player from Spain, who was battling a gambling addiction, had repeatedly asked the casino to close his account. Despite these requests, the account remained open and the player continued to deposit funds. We had provided the player with detailed instructions on how to apply for self-exclusion and requested further communication to proceed with the complaint. However, due to a lack of response from the player, we were forced to reject the complaint. The player retained the option to reopen this complaint in the future.
WinOlot Casino - Unresolved request for account closure 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
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
I've repeatedly asked the casino to close my account due to a gambling addiction, but it's still not closed and I keep making deposits. I need them to close my account; I can't continue to gamble.
Automatic translation:
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8 months ago
Dear hd8b8cm7t2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, 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.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings WinOlot Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material 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."
Please send another email to support@winolot.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Dear hd8b8cm7t2,
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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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
