Winsane Casino - Player's account remains active despite self-exclusion request.

Buonasera,

Avevo richiesto a 22bet, 20bet e l'autoesclusione da tuttii siti con licenza Curacao, da meno di un mese. Nonostante questo mi hanno permesso di registrarmi. Io sono Ludopatico e in cura, e loro non hanno rispettato l'autoesclusione. Chiedo la restituzione della somma in quanto non avrei dovuto e potuto giocare. Aiutatemi vi prego, sono disperato e sto pensando al suicidio.

Grazie 

Dear filippo00000,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern. Please allow me to ask you a few questions to clarify the situation.

Have you requested to be self-excluded from Winsane Casino directly? If yes, please forward me the account closure request you sent to this casino at veronika.l@casino.guru.

There is currently no way to self-exclude from all Curacao-licensed casinos at once. You must self-exclude at each casino individually, and instructions for how to request an exclusion should be obtained by checking the casino website or contacting the operator directly.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Ciao,

avevo richiesto l'autoesclusione a 20bet, 22bet e wazamba da tutti i siti con licenza Curacao e me lo avevano confermato. Nonostante questo mi hanno permesso di registrarmi e giocare. Sono Ludopatico e disperato. Ti prego aiutami.

Grazie

I have checked the Responsible gaming section of Winsane Casino and I found this:

3. If you wish to be self-excluded from our Website, you should request it by contacting our Customer Support. Self-exclusion will prevent you from using your Player Account for indefinite period. We will close your account and refund all the remaining balance on your account. You will not be contacted by us with any offers and promotions. You will not be able to reopen your Player Account.

Could you please specify if you sent your self-exclusion request to the aforementioned address directly? As I mentioned previously, 20bet and 22bet are not related to Winsane Casino in any way, so even if you were self-excluded in those casinos, this does not mean that your self-exclusion in valid in Winsane as well.

L'ho chiesto successivamente in chat e mi hanno autoescluso. Ma io non avrei dovuto iscrivermi perché i precedenti provider mi avevano assicurato l'autoesclusione da tutti I provider con licenza Curacao. Ti prego aiutami ho bisogno di quei soldi, altrimenti mi ammazzo.

It's important to understand that it's not currently possible to self-exclude from all Curaçao-licensed casinos at once. Curaçao does not maintain a centralized list of players who wish to self-exclude, so players must request self-exclusion from each casino individually.

I genuinely want to assist you, but in this situation, our options are unfortunately very limited.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

I am sorry but in this case, we are unable to assist you any further. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika