Winscore Casino - Player's self-exclusion request not fully processed.

Buongiorno, ho fatto richiesta di autoesclusione dal casino per gioco problematico in data 9 aprile, il casino non chiude il mio conto gioco. Ieri ho versato 47 euro chiedo che mi vengono rimborsati. Grazie Alan M********

Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Ciao Petronela, ti ho inviato lo screenshot dell'email dove chiedo l'autoesclusione per sempre dal casino per gioco problematico. Grazie per il tuo aiuto.

Hi Enjoy1984,

It looks like you sent your self-exclusion request to the correct email address, customercare@winscore.com.

• Can you confirm whether you received any response from Customer Service or if you attempted to use live chat after your request was overlooked?

Thank you.

Buongiorno, ho contattato il servizio clienti tramite chat il giorno stesso, e i giorni successivi per chiedere il perché il mio conto era ancora aperto, mi hanno risposto che la mia richiesta di chiusura era in lavorazione dal dipartimento competente.

Ad oggi riesco ancora entrare nel mio conto gioco.

Thank you very much, Enjoy1984, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

PS: If you saved any screenshots proving that you contacted the live chat after self-exclusion has been requested, please forward them to Michal at your earliest convenience.

Hello Enjoy1984,

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 self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal

Thank you for your e-mail.

We have reviewed the customer’s inquiry and the player's account was excluded according to our standard procedure. Please note that a technical timeframe is needed for the completion of the request as there is a specialized team that manually handles each case. Furthermore, the player takes sole responsibility for any account activity during the period of pending self-exclusion.

Regards

Winscore Casino Team

Thank you, Winscore Casino for the reply.

Could you tell me exactly when did you receive the request for self-exclusion and when exactly was the account closed?

Ciao Michal ti ho inoltrato via email,

l'email ricevuta martedì dal casino. Grazie Alan

Thank you, Enjoy1984 for the email.

Dear Winscore Casino,

I would like to add another question to my previous ones, why was the player's account closed only for 30 days?

Dear Michal,

Thank you for the reply!

We received the self-exclusion request on 09.04.24 and after further review, it was completed on 23.04.24. As per the confirmation e-mail that was provided to the player upon his self-exclusion request, there is a 30-day initial restriction placed on the account. This time can be used to consider if they want to extend it or leave it as it is, a temporary restriction. After the aforementioned period has passed, the player can easily extend its duration by simply replying or contacting us again via the proper channel.

Regards,

Winscore Casino Team

Dear Winscore Casino,

We at Casino.Guru believe that if a player reaches out to the casino with the request of self-exclusion due to a gambling problem, this request should be treated with utmost importance.

First of all, I understand that there is a necessary timeframe to deal with those kinds of requests, as they have to be sorted out manually. However, in this case, I believe that the timeframe was just too long. The whole process should not take more than a few days. 13 days is a very long time.

Second of all, if a player reaches out to the casino with the request for self-exclusion due to a gambling problem, his account should be closed permanently. Moreover, the player had already mentioned in his email that he wished to self-exclude himself permanently.

Could you confirm that the player deposited 47 euros on the 13th of April?

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 Michal,

Correct, the player did deposit 47EUR on the 13th of April. While we understand your opinion on the matter, it is also important to outline that each request is being handled carefully and we have only acted according publicly available information on our T&C.

The account was closed on the 10th business day since we have received the official email request for self-exclusion, which is also in accordance to our terms. Furthermore, while the process is ongoing, the player takes sole responsibility for any account activity during the period of pending self-exclusion.

Please also note that the account is permanently closed, and it will remain like that. 

Regards, 

Winscore Casino Team

Dear Winscore Casino Team,

Is this your final statement? Or would you want to reconsider this case and refund the player his 47 euros?

Dear Michal,

Тhe player has agreed to the Terms & Conditions upon registration which explicitly state that until the exclusion has been officially confirmed as handled, full responsibility falls upon the Player. We acted according to our policy which applies to all our customers.

Kind regards,

Winscore Casino Team

Dear all,

As I explained in my previous reply, we consider the self-exclusion process in this case to be too long and insufficient. Even if the casino claims that the process has been done according to its terms & conditions, that does not mean it could not have been improved.

Due to the fact that the casino is not willing to change its decision, I have to close this case.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru