The player from Germany struggles with comprehension due to a medical condition and is unaware of the conditions under which she opened her casino account. She has requested a data protection query to know her losses, but the casino has not responded, and her requests for account closure due to gambling addiction have been ignored.
Winscore Casino - Player's account is not closed despite gambling issues.
Amount: €10,000
Winscore Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
0d 20h 5m 47s
Case summary
14 hours ago
Public
Public
1 week ago
Translation
I had a condition in my head and received radiation in 2021. Since then, I haven't been able to comprehend texts. I should not have been allowed to open an account independently, but I didn't understand this.
I did not understand the general terms and conditions, nor that I was playing with real money. There is a medical certificate confirming this. There is also a certificate confirming that I have a gambling addiction due to medication.
Despite my requests, the casino does not provide me with a "data protection query". Therefore, I do not know the exact amount lost. Several emails to support requesting account closure due to my gambling addiction were ignored.
Could you please help me, support me so that I can reach an agreement with the casino?
Automatic translation:
Public
Public
1 week ago
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
Public
Public
1 week ago
Translation
Hello Petronela. I have sent you several emails... certificates and email correspondence that I have had. Lg
Automatic translation:
Casino Guru is examining the case
