The player from Germany had registered at Winsane Casino without knowledge of its invalid license in Germany and had attempted to self-exclude due to gambling addiction, but received no response. He had deposited €1650 into the casino and was seeking assistance in closing his account and reclaiming his deposits. The issue was resolved when the player received his money back after further communication with the casino's support team. The Complaints Team confirmed the resolution and marked the complaint as 'resolved'.
Winsane Casino - Player's account closure request ignored.
Amount: €1,650
Winsane Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Good day,
I registered at Casino Winsane. I didn't know that this casino does not have a valid license in Germany.
I wrote an email to Winsane on August 21, 2024 due to gambling addiction because I wanted to exclude myself. My email has been ignored to date and my request has not been processed in the chat.
Now I have deposited a total of 1650€ in the casino from August 24th to August 31st, 2024.
I ask for help to block my account and possibly reclaim any amounts I have paid in after my application.
Best regards
Marcel *****
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear 84mjgzrgvm,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsane Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you reached support@winsane.com or support@winsane19885.com using your registered email address when requesting a self-exclusion due to gambling problems?
- Have you received any reply to your requests whatsoever? Either from live chat or email?
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,
Tomas
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3 months ago
Translation
Good day,
I sent my email regarding self-exclusion due to gambling addiction on 21.08.2024 to support@w1nsane.com
This email is specifically for self-exclusion. If you click on responsible gaming on the homepage and then on customer support, this address will appear support@w1nsane.com .
What is important is that I am only interested in the €1,650 that I paid in after my application from August 24, 2024. The amounts paid in before that were my own fault!
My email to support@w1nsane.com has not been answered to date, instead I constantly receive advertising and other tempting offers via this email, but also via WhatsApp.
Best regards
Marcel****
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Thank you very much, 84mjgzrgvm, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello 84mjgzrgvm,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Winsane Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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3 months ago
Hello,
Thank you for bringing this to our attention. We understand how important it is to resolve this matter, especially given the serious nature of responsible gaming.
Please rest assured that we have reviewed your request and are currently working on a solution. We will be in touch with you via email as soon as possible to assist you and address the matter of your deposits.
Thank you for your patience, and we are here to support you through this process.
Best regards,
Winsane Support Team
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3 months ago
Thank you, Winsane Casino Team for the prompt reply.
Please, keep us updated here in the thread as well.
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3 months ago
Translation
First of all, thank you very much for the casino having already spoken up.
As I said, I deposited much more money than the 1650€ described.
Therefore, I am only demanding back the money 1650€, which I paid in between August 24th and August 31st, 2024 due to self-exclusion due to gambling addiction, according to my email of August 21st, 2024.
I think that the casino should put the protection of its players first. Recognizing the first step of a gambling addiction and informing the casino in writing, especially if you advertise responsible gaming, should allow the casino to close an account immediately or within 24 hours to protect the player.
Unfortunately, that is exactly what did not happen, so I was able to continue living out my addiction despite the notification and was able to deposit another 1650€.
I request that this amount be refunded in the interest of player protection.
The casino has a good reputation and I will not say a bad word about the casino after the refund.
I would like to thank both parties for their support
Best regards
Marxel
Automatic translation:
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3 months 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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3 months ago
Hello Marcel Raab,
We’ve sent you an email, please check it and contact us via Live Chat—our support team is here to help with the withdrawal processing.
Best regards,
Winsane Support Team
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3 months ago
Translation
The case can be closed.
I received my money, thank you for your support.
Thank you
Automatic translation:
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2 months ago
Dear 84mjgzrgvm,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V,
Casino.Guru
