The player from Italy requested self-exclusion from the casino due to problem gambling, but his account has not been closed. After depositing 47 euros, he is seeking a refund.
Good morning, I requested self-exclusion from the casino for problematic gambling on April 9th, the casino does not close my gaming account. Yesterday I paid 47 euros and I ask for a refund. Thanks 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.
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.
Hi Petronela, I sent you the screenshot of the email where I ask for self-exclusion from the casino forever for problem gambling. Thanks for your help.
Hi Enjoy1984,
It looks like you sent your self-exclusion request to the correct email address, customercare@winscore.com.
Thank you.
Good morning, I contacted customer service via chat the same day, and the following days to ask why my account was still open, they replied that my closure request was being processed by the relevant department.
To this day I can still log into my gaming account.
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?
Hi Michal I forwarded you via email,
the email received from the casino on Tuesday. Thanks 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?