Winsane Casino - Player's account has been closed after self-exclusion.

Buongiorno,

sul sito in questione avevo circa 4000 euro a fronte di un versamento di circa 1000. Ho scritto sia all'assistenza sia via mail per segnalare che non riuscivo a prelevare. Appena ho menzionato via chat che ero ludopatico e autoescluso su tanti casino con licenza Curacao, hanno cancellato la mia utenza e non mi hanno ne pagato le mie vincite e neanche restituito i miei versamenti.

Aiutatemi grazie

Dear filippo00000,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsane Casino.

Could you please clear any contradicting information compared to your previous complaint found here: https://casino.guru/winsane-casino-player-s-account-remains-active-despite

Please allow me to ask you a few questions, so I can better understand the situation. 

• Are there any winnings withheld on your casino account?
• How much is the disputed amount?
• Could you please provide a clear time frame for key events?
• Could you please provide supporting evidence for your claims? My email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear filippo00000,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of filippo00000. We would like to allow this case one more chance to be resolved.

Dear filippo00000,

I apologize for overlooking the message you provided earlier:

In allegato la mail dove dico che non riesco a prelevare, dal giorno dopo non solo non hanno risposto ma hanno chiuso la mia utenza. Avevo circa 4000 euro sul conto.

Grazie 

Dear Filippo00000,

In your response I overlooked earlier you said you contacted the casino.

• Do I understand correctly you contacted them on August 13th regarding your withdrawal?
• When did you contact the casino to self-exclude your account?
• Why your previous complaint was for 600€ only if your 4000€ withdrawal was withheld as well, please?
• If you have saved any email communication, or chat communication between you and the casino regarding your withdrawal and self-exclusion, please forward it to my email at tomas@casino.guru

Thanks in advance for your reply.

Ciao 600 era il versamento, 4000 la vincita. Lo hanno chiuso nel momento in cui ho minacciato azioni legali in chat in quanto sono ludopatico e loro non mi permettevano il prelievo

Dear filippo00000,

• Have you saved your interaction with live chat when you informed them about having a gambling problem?
• Could you please specify the date when you informed the casino?
• When was your account blocked?
• Do you have any supporting evidence regarding your withdrawal request and current balance in the casino?
• Share this information here or to my email at tomas@casino.guru

Dear filippo00000,

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.

Ciao Tomas ,

Perdonami ma la tua rimi sembra fuori luogo.

La mail te l'ho già inoltrata e ti ho anche scritto che mi hanno bloccato l'accesso. Come posso avere la copia delle chat?

Mi sembra che tu stia cercando di chiudere la segnalazione senza chiedere al provider di fornire la documentazione.

Dear filippo00000,

I am sorry to feel this way. We'll contact the casino as soon as we believe we have sufficient information from players regarding an issue. I kindly ask you to reply to a few questions first.

Do I understand correctly you admitted to having a gambling problem via live chat, but don't have this communication saved?

Please share with me your communication with the casino (via email or chat) and any responses from the casino you received regarding this particular issue. The only communication you provided so far is regarding verification of your identity from August 13th from my point of view, which doesn't contain any reply from the casino, nor appears to be relevant in this case.

Send anything available to tomas@casino.guru

Also please note when asking for a self-exclusion in the casino due to gambling problems we recommend players:

• Confirm Self-Exclusion with Casino

Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.

If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

• Keep Proof of All Relevant Communication

Keep records of all communication regarding your self-exclusion request.

If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

• Complete Verification Process (KYC)

If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

I'll wait for your reply.