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.  

Dear Kora76,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winscore Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winscore Casino,

Could you please provide a detailed explanation of this case, including all relevant facts and your insights regarding the matter? Your comprehensive input will help ensure a thorough understanding of the situation and allow us to proceed accordingly.

Thank you in advance for your cooperation, and I look forward to your response.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

We would like to inform you that the player contacted us to request self-exclusion and was redirected to the appropriate email address for such inquiries. Please note that the player initially reached out to customer@winscore.com, which is not associated with our platform. The player was repeatedly told which designated point of contact she should use so that her request could be reviewed and handled appropriately shortly after she disclosed which email she had used.

She submitted her self-exclusion request to the advised email address on September 10th, a fact she also acknowledges in the thread. As every request is handled with care and on an individual basis by our relevant department, processing may require some technical time due to the volume of similar requests.

The player was contacted to provide the necessary documentation, and she responded cooperatively. Following this, her account was excluded in accordance with our policies.

Kind regards,

Winscore Casino

Guten morgen. Am 18.7.24 habe ich eine Email an support@winscore.com geschrieben und mitgeteilt, dass ich spielsüchtig bin! Warum leitet man nicht sofort diese E-Mail an die zuständige Abteilung weiter ? Warum teilt man andernfalls nicht umgehend die entsprechende E-Mail-Adresse mit?? Fast täglich habe ich schon förmlich gebettelt, dass man mein Konto schließt!

Ebenfalls ein absolutes NoGo, 2 Monate zu benötigen, ein Konto zu sperren!!

Hello Everyone,

I apologize for my delayed response.

Dear Winscore Casino,

Although the player was provided with the correct email address for submitting her self-exclusion request, could you kindly clarify why the response from support took nearly a month?

Thank you.

Hallo Kubo, da mein Konto erst Mitte November geschlossen wurde, betrug die Zeit zwischen10.9. und November also leider sogar 2 Monate

Lg

Dear Kubo,

Could you kindly provide some clarification? It's unclear which period you are referring to.

As mentioned in the previous communication, the player used an incorrect email address, which prevented our dedicated team from receiving her request. The first time the player contacted the specialized team at customercare@winscore.com was on 10.09. Her request was promptly reviewed, appropriate actions were taken, and she also received a confirmation.

Kind regards,

Winscore Casino

Dear Winscore Casino,

Please accept my apologies for the delayed response and any misunderstanding that may have arisen.

I am writing regarding the self-exclusion request that was submitted via the appropriate email address, customercare@winscore.com, on September 10, 2024. The account in question remained active, allowing the player to deposit and play as late as November, as the player claims. This would indicate a delay of two months between the submission of the self-exclusion request and any actions taken - something I would not categorize as a promptly reviewed request.

To gain further clarity on this matter, could you kindly provide a detailed timeline of events from your perspective? Specifically, I would like to understand what occurred following the submission of the request on September 10, 2024, to your dedicated department.

Your cooperation in providing this information will be greatly appreciated and will assist in addressing the concerns at hand effectively.

Thank you for your attention, and I look forward to your response.

Dear Kubo,

We would like to confirm that the player’s self-exclusion request was promptly processed. Once she provided the required documentation, her account was excluded for a specific period of time in order to provide immediate assistance. She did not specify a timeframe, therefore, her request was improperly formatted in accordance with our Terms & Conditions. A confirmation of this action was sent to the player.

It is important to highlight that the player did not request an extension during the exclusion period. However, after the exclusion expired, she contacted us again at a later date to request another self-exclusion, again without specifying a timeframe. Please be aware that if there are any deposits made, the player is solely responsible since she didn't contact us to request extension. Consequently, we closed her account without the option to reopen it.

Please note that our actions were appropriate and in full compliance with our publicly accessible Terms & Conditions, which the player agreed to. 

Kind regards,

Winscore Casino

Sehr geehrtes Winscore Team. Ich hatte Sie nicht darum gebeten, meinen Account temporär zu schließen. Ich hatte Sie sogar aufgefordert, meinen Account aufgrund von Spielsucht zu löschen!

Dear Winscore Casino,

Thank you for your message. However, the player explicitly mentioned gambling-related concerns in several requests to close their account, using wording that should have immediately triggered an alert. As such, the account should have been closed permanently, without the option for the player to request reopening, and certainly not automatically after a specific period ends.

Additionally, what you refer to as "prompt action" is actually more than two months from the initial request on September 10, 2024, to the mid-November closure. Your interpretation of responsible gambling measures seems questionable, especially if you expect a player with a gambling issue to return and extend their self-exclusion period by their own initiative once it nears its end.

Regarding the requested documents from the player, I would like to emphasize that verification should not be used as a reason to delay the self-exclusion process. Verification is indeed important to maintain a record of self-excluded individuals and to prevent them from opening new accounts or losing more money, but this should not override the immediate actions needed to protect the player. Responsible gambling measures, particularly the prevention of further gambling harm, must take priority. The casino should have acted promptly to prevent further deposits or gameplay, especially once the player's gambling issues were acknowledged.

At that point, the casino should take responsibility for the player's future actions, such as locking the account entirely or at least restricting transactions, like deposits or gameplay. A common practice is to switch the account to "withdrawal-only" mode in such situations, which is often done when any suspicion of problematic gaming behavior arises. It is unclear why this approach would not be adopted in self-exclusion cases.

To continue with the investigation, I kindly ask that you provide a list of the player's deposits made after September 10, 2024 by sending it to my email at jakub.m@casino.guru.

Thank you for your cooperation.