The player from Germany requested an immediate self-exclusion from Winscore due to gambling addiction, but despite several attempts via chat and email, the casino did not act on his request. This inaction caused him to lose several hundred Euros daily. The Complaints Team attempted to assist by reaching out to the casino for clarification and extending the response time for the player. However, due to the player's lack of response to inquiries regarding the required KYC documents, the complaint was unable to be investigated further and was consequently rejected.
Winscore Casino - Player's account remains open despite self-exclusion request.
Amount: €1,000
Winscore Casino
Safety Index:Below averageSafety Index
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5.7
Winscore Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello. I have an account with Winscore, and I have repeatedly requested through chat and email for my account to be blocked due to gambling addiction. I’ve sent them the text below. Just like at Zodiacbet, they won’t block me here either. As a result, I lose several hundred Euros every day...
IMMEDIATE SELF-EXCLUSION!
Player Information:
First Name: Tayyip Samet
Last Name: Kul
Date of Birth: 08.07.1997
Casino Login: Tsk66
Email Address: Tayyip-kul@hotmail.de
"Greetings Winscore,
With this letter, I would like to inform you that I wish to be excluded from this casino with immediate effect and to receive no gambling-related marketing material for a minimum of life.
The reason behind my decision is gambling problems.
I am aware that I cannot revoke my self-exclusion during this period and that the self-exclusion cannot be lifted before the agreed period has expired."
Automatic translation:
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3 months ago
Dear tsk123456,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winscore Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share your original self-exclusion request sent to the casino?
- Could you please clarify when you asked the casino to self-exclude you and when you made deposits?
- Could you please share your communication with the casino including the casino's responses? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
I sent them the emails. They want my bank details and require me to identify myself. But I want to be excluded immediately because I suffer from gambling addiction and don't want to deposit any more. No response from Winscore!!!
Automatic translation:
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3 months ago
Thank you very much, tsk123456, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello tsk123456,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Winscore Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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2 months ago
Dear Michal,
The player initially contacted us to request self-exclusion on September 10, 2024. We asked for documents from the player on September 12, but he refused to provide them. The account was excluded on September 16, with confirmation sent to the player the same day. Please note that completing the player’s request requires a standard KYC process. It appears the player is attempting to take advantage of the situation, as he only made deposits within the first few days after submitting his request. When we responded by asking for documents, the player declined to cooperate. However, all our actions fully comply with our publicly available Terms and Conditions, and the player is solely responsible for any account activity while the request is being processed.
Kind regards,
Winscore Casino
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2 months ago
Dear tsk123456,
Can you comment on the issue brought up by the casino? Is it true that you did not provide the casino with the requested documents for completing the KYC procedure?
