Winscore Casino - Player's account is not closed despite gambling issues.

Ich hatte eine Erkrankung im Kopf, erhielt 2021 Bestrahlung, seitdem hatte ich kein Textverständnis mehr. Ich dürfte nicht selbstständig ein Konto eröffnen. Aber dies habe ich nicht verstanden.

Ich habe weder die allgemeinen Geschäftsbedingungen verstanden, noch dass ich um Echtgeld gespielt habe. Ein ärztliches Attest, dass dem so ist, liegt vor. Ebenso existiert ein Attest, dass ich medikamentös bedingt spielsüchtig ist.

Trotz Anfrage stellt mir das Casino keine "Datenschutzabfrage" zur Verfügung. Daher kenne ich nicht den genauen verspielten Verlust. Trotz mehreren Emails an den Support mit der Bitte um Kontoschließung aufgrund von Spielsucht wurden ignoriert.

Könnten Sie mir helfen, mich unterstützen, so dass ich mit dem Casino eine Einigung finde???

Dear Kora76,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve been facing, and I understand how important it is to resolve this matter for you.

In order to better assist you, could you please clarify the following:

• Could you kindly send us the relevant communication, such as any emails or messages sent to the casino regarding your account closure request and data protection query? My email address is petronela.k@casino.guru.
• When was the last time you made a deposit into this casino?
• Could you provide the medical certificates you mentioned to support your claims about your condition and gambling addiction?

Your cooperation is crucial for us to be able to mediate and help resolve the issue. Without your input, we won’t be able to proceed with the case.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hallo Petronela. Ich habe Ihnen mehrere E-Mails zukommen lassen... Atteste und Emailverkehr, den ich geführt habe. Lg

Hi Kora76,

Thank you for forwarding all the relevant communication.

• I see that on June 26th, the casino asked you for the reason you wanted to close your account. Could you please confirm when you first attempted to block your account?

• Was it on September 10th when you initially informed the casino about your gambling concerns?

• Is your account finally blocked, please?

Thank you.

Hallo. Mein Konto scheint jetzt gesperrt zu sein. Am 18.7. hatte ich erstmals mitgeteilt, spielsüchtig zu sein. Verher hatte ich diesen Grund nicht mitgeteilt... Screenshot kommt per Mail

Thank you, Kora76, for forwarding the additional communication. Here’s a brief recap of what we have learned so far:

1. You first mentioned a gambling problem when contacting the casino on 18.7. via email to support@winscore.com (as listed in the "Contact Us" section on the casino's website).
2. Following that, you sent several additional messages.
3. On 17.9., the casino responded, informing you that for self-exclusion, you should reach out to customercare@winscore.com (the email address specified in their T&Cs for self-exclusion), instead of using the previous contact.
4. On 19.9., you submitted a self-exclusion request to customercare@winscore.com due to your gambling issue.
5. Your account was finally blocked in November.

Can you confirm if all these details are accurate?

Hallo. Diese Angaben scheinen so richtig zu sein. Leider warte ich immernoch auf die Datenschutzabfrage, die mir angeblich zugeschickt worden sein soll. Dies ist nicht der Fall. Leider befürchte ich ebenfalls, dass der verspielte Betrag weitaus höher ist als 10.000€......

Die E-Mail-Adresse customercare@winscore.com habe ich allerdings am 10.9. kontaktiert. Screenshot kommt per Email.

Am 20.7. schieb ich einer E-Mail an customerassist@winscore.com.

Hi Kora76,

I’ll add this latest information to the recap to make everything clearer and more understandable, as it includes several steps you took to self-exclude from the casino.

1. You first mentioned a gambling problem when contacting the casino on 18.7. via email to support@winscore.com (as listed in the "Contact Us" section on the casino's website).
2. Following that, you sent several additional messages.
3. On 10.9., you emailed customercare@winscore.com to inform the casino about your gambling problem.
4. On 17.9., the casino responded, informing you that for self-exclusion, you should reach out to customercare@winscore.com (the email address specified in their T&Cs for self-exclusion), instead of using the previous contact.
5. On 19.9., you submitted a self-exclusion request to customercare@winscore.com due to your gambling issue.
6. Your account was finally blocked in November.

Thank you very much, Kora76, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.