The player from Germany has been attempting to close their account for over six months due to gambling addiction but faces consistent neglect from the casino, including ignored emails and offers of bonuses instead of account closure. They have lost significant funds during this period and are seeking a permanent closure of their account.
Winscore Casino - Player's account remains open despite closure request.
Amount: €4,500
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
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Case summary
3 days ago
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1 week ago
I have been contacting the casino several times since over half a year. I used the internal chat as well as wrote them 100s of mails. They either ignored me, or offered a bonus to keep me on their platform, or told me to contact another email address, which I did, but still then they continued to ignore my request. When they answered, it was because they wanted to know the reason for my request. This was just another cheap way of ignoring me, as I always mentioned in my emails that I suffer from gambling addiction and I need this account to be closed and never be able to reopen again. Every other online casino has so far immediately closed my account permanently and blocked me from creating new accounts. Only this casino has been refusing it until today. I have lost so much money since the day I asked them for the first time to close my account permanently... Maybe, I could have saved some money, if they did not mistreat their duty to ensure responsible gaming. I could not upload the documents because of the 5mb limit. I would be happy to provide the documents via email. I have 100s of emails available, where I contacted the casino's general support, customerassist, and customercare units. The 4500€ are just maybe 10% of the amount that I lost in the last 6 months since asking the casino first time to close my account permanently due to my gambling addiction.
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1 week ago
Dear goku23,
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.
- Is your player's account already closed?
- Have you requested a refund of your deposits already due to failed self-exclusion?
- When was the last time you deposited in the casino?
- Please note sending 100 emails is excessive. Instead, send me the key emails supporting your claims including the responses of the casino to my email at tomas@casino.guru
- If there are any screenshots, feel free to post them 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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1 week ago
Translation
Hi Tomas,
Email with screenshots has been sent.
- Is your player account already closed? - It has been closed since Monday, November 4th, after I also threatened to report it to the authorities.
- Have you already requested a refund of your deposits due to a failed self-exclusion? - I have, several times, but it has not been addressed once and I have not received a response.
- When was the last time you deposited money at the casino? - Last Friday.
I still have several emails, but I think it should be enough if I only send them from August to today. The casino acts unscrupulously and exploits the players' addiction. First they offer a bonus, then you accept the offer and carry on playing. But then, if you don't accept the bonus offer either, after 1 or 2 weeks they ask me why I want to close. And that's despite the fact that I mentioned several times in the emails that it's because of gambling addiction. A few weeks later I get another reply telling me that I have to write to a different email address because this department is responsible for it. I've already done this several times over the past 6 months, but I haven't received any response. It's also very dubious that such important requests aren't forwarded internally. It's made almost impossible for the player to close the account permanently. After a while they offer a self-exclusion for 30 days, but you can immediately reverse this within 2 minutes in the chat. I hope that I will only get back a fraction of what I lost there. The €4500 is not even 10% of my losses since I informed the casino that I suffer from a gambling addiction.
Automatic translation:
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3 days ago
Thank you very much, goku23, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
Casino Guru is examining the case
