The player from Germany had requested the permanent closure of his casino account multiple times to address his gambling addiction but had only received a temporary suspension. He expressed concern over losing about €3,000 during this process and emphasized the need for better protection measures for players requesting restrictions. The issue remained unresolved due to a lack of response from the player regarding the Complaints Team's inquiries, which led to the rejection of the case. The Complaints Team remained available to assist should the player choose to re-engage in communication.
Winsane Casino - Player’s account closure request is delayed.
Amount: €3,000
Winsane Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I have asked this casino 4 times via live chat and 2 times via email to permanently close my account because I want to overcome my addiction. From the time of my first request for permanent closure until now, I have lost about €3000. I understand that I will never get that money back, but a casino should respond to such a request. The only thing that happened was a one-week suspension after the third or fourth live chat conversation. I don't have screenshots of the live chats, but I am uploading both of the emails.
Gambling is simply foolish, but when a player repeatedly asks for a restriction, something must be done to protect the player, especially if "Responsible Gaming" is promoted on the site.
Automatic translation:
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2 months ago
Dear Cedwas,
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 Winsane 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@winsane19885.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
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2 months ago
Translation
Will write another email but I think "BAN MY ACCOUNT" is clear enough
Automatic translation:
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2 months ago
Hi Cedwas,
Simply requesting to "ban my account" without providing a reason isn't sufficient. Users may want their accounts closed for various reasons—ranging from dissatisfaction with services or bonuses to more serious concerns, such as a gambling problem. This is why we always recommend clearly stating the reason for requesting account closure.
- Could you please confirm if you've sent another email and whether your account has since been closed?
Thank you.
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2 months ago
Dear Cedwas,
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
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.
