WinOwn Casino - Player’s requesting a full deposit refund.

Hi

on the 1st of June 2019 - I sent several emails to several on this brands casinos requesting self exclusion and informing them that I had an addiction.

Hello Barbara,

Thank you for your patience!

According to our terms, you cannot create a new account if you already have one, even if an account is currently closed.

You are not allowed to open accounts on websites owned by HighWeb Services.

According to terms 13.6: We are, at any time (and notwithstanding any other provisions contained in the Terms of Use), entitled to close Your Account and terminate the Terms of Use on written notice (or attempted notice) to You using Your Contact Details. In the event of any such termination by us we shall, subject to paragraph 13.7, as soon as reasonably possible following a request by You, refund the balance of Your Account.

Thank you for your understanding.

For reference, your Ticket ID is [KZJ-GFWCR-382]

Kind Regards,

Paul

Support Department

E-mail: support@playdingo.com

I received the above email from one of the sites informing me that all accounts should now be self excluded and I should not be able to deposit and play

I can also forward several emails where I sent self exclusion requests and informed them I had an addiction if needed

This site however has allowed me to deposit and continue playing - I would like some help receiving my deposits back please.

Thanks

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://winown.com/en/terms_and_conditions/:

"RESPONSIBLE GAMING/GAMBLING

For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. You can ask that the restriction lasts for a period of up to five years. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting Customer Services or by opening a new account.

If You require any information relating to this facility please speak to Customer Services through the Help tab or view our Responsible Gaming section.

We will use our reasonable endeavours to ensure compliance with self-exclusion. However, self-exclusion requires the joint commitment of both You and Winown. During the self-exclusion period You must not attempt to try to open new accounts and You accept that we have no responsibility or liability whatsoever if You continue gambling and/or seek to use the Website and we fail to recognise or determine that You have requested self-exclusion in circumstances which are beyond our reasonable control including, but not limited to, You opening a new account, gambling in an LBO or over the telephone rather than over the internet or using a different name or address.

Winown is committed to supporting Responsible Gambling initiatives.

Any self-exclusion implemented in terms of Clause 33.1 above are offered:

(a) For all the games offered by us; and

(b) Across all the means by which we provide the Services.

Since we require separate player registration, where we operate multiple brands (websites operated by us and/or our Group), we will ensure self-exclusion to be implemented to Your activity on the brand on which You have requested self-exclusion, and Your requested self-exclusion shall be applicable to that individual brand.

You are not entitled to open a new Account if You have had already an Account closed by us at any of the websites operated by us and/or our Group or at Your request under Paragraph 33 (Responsible Gaming/Gambling), though we do not take responsibility if You have attempted and succeeded to open a new Account due to circumstances mentioned in Clause 33.3.

We will use our reasonable endeavours to ensure compliance with self-exclusion. However, self-exclusion requires the joint commitment of both You and us. During the self-exclusion period You must not attempt to try to open new accounts and You accept that we have no responsibility or liability whatsoever if You continue gambling and/or seek to use the Website and/or any of the websites operated by us and/or our Group, and we fail to recognise or determine that You have requested self-exclusion in circumstances which are beyond our reasonable control including, but not limited to, You opening a new account, using a different name or address, etc."

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from WinOwn Casino directly?

Looking forward to hearing from you.

Best regards,

Petronela

Hi

I sent several emails to several of the sites owned by high web to ask for self exclusion - every other account with them was closed on the 1/6

and when I spoke to their chat support they advised that I wouldn’t be able to have any other accounts with them - if you can see above I added the email from Paul from play dingo (sister site) who confirmed this

I do apologize but if you haven't requested the self-exclusion from WinOwn Casino directly we won't be able to help you. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi

I’m unsure of what else you need me to add to this

I had numerous accounts open with different sites under the high web branch - I sent emails to the majority of these explaining that I had an addiction and to permantly close the accounts - this was done on all of my accounts apart from this one which allowed me to deposit and play

i have a transcript from one of their sister sites saying that this should not have happened and that once I’m self excluded from one partner site the exclusion should transfer to all sites under their branch ?

Dear babsbh,

Please check again the selected quotation from the terms and conditions:

"Since we require separate player registration, where we operate multiple brands (websites operated by us and/or our Group), we will ensure self-exclusion to be implemented to Your activity on the brand on which You have requested self-exclusion, and Your requested self-exclusion shall be applicable to that individual brand."

In order to self-exclude from this specific casino you need to request it directly and it will be applied to this specific gambling establishment only. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Hello Barbara,

Thank you for your patience!

According to our terms, you cannot create a new account if you already have one, even if an account is currently closed.

You are not allowed to open accounts on websites owned by HighWeb Services.

According to terms 13.6: We are, at any time (and notwithstanding any other provisions contained in the Terms of Use), entitled to close Your Account and terminate the Terms of Use on written notice (or attempted notice) to You using Your Contact Details. In the event of any such termination by us we shall, subject to paragraph 13.7, as soon as reasonably possible following a request by You, refund the balance of Your Account.

Thank you for your understanding.

For reference, your Ticket ID is [KZJ-GFWCR-382]

Kind Regards,

Paul

Support Department

E-mail: support@playdingo.com

This is the email I have received from their sister site play dingo which I self excluded from - they have informed me as per the email received that as per their terms I am banned across all sites and should not be able to open or play with any high web casinos ?

Thanks

I'm afraid babsbh, that the only thing that is stated in the abovementioned email is that "You are not allowed to open accounts on websites owned by HighWeb Services." and yet, you did.

Once again, if you haven't requested a self-exclusion from this casino directly, we won't be able to help you.

ok I understand - could you provide me with details for their regulators as I will raise the complaint with them directly thanks

I could suggest contacting the Licensing Authority here: "certria@gaminglicences.com". You will find the relevant link if you click on the Validator on the casino’s website. Thank you for your understanding.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.