The player from Germany has requested the permanent closure of his casino account multiple times to address his gambling addiction but has only received a temporary suspension. He expresses concern over losing about €3,000 during this process and emphasizes the need for better protection measures for players requesting restrictions.
Winsane Casino - Player’s account closure request is delayed.
Amount: €3,000
Winsane Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
6d 19h 46m 8s
Case summary
4 hours ago
Public
Public
12 hours 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:
Public
Public
4 hours 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
Cedwas has 6d 19h 46m 8s to reply
