Winsly Casino - Player’s self-exclusion request was ignored for two weeks.

I sent the casino email 2023-11-24 that I asked to have my account excluded due gambling problem.

They have not responded. Today I tried to log in and it worked. I made a couple of deposits even if I shouldnt.

Today their chat worked and I wrote again. Now it is closed. But I told 2 weeks ago.

Are not casino obligated to close and help the player if they succed to make more deposits after they wanted to close the account.

Dear Semaros,

Thank you for submitting your complaint. I am sorry to hear about the issue you are facing. As per our policy, casinos should refund all the deposits made by players after they have requested self-exclusion due to gambling problems. To better understand your situation, may I ask you a few questions?

Firstly, have you received any response to the email you sent on November 24th, when you requested self-exclusion? Secondly, could you please confirm if you have passed the KYC verification? Lastly, could you specify the exact date when you made deposits after your self-exclusion request?

We hope to resolve this issue as soon as possible. Thank you in advance for your response.

Best regards.

Veronika

No repsone from them at all.

I have not won anything so havent done any KYC-check yet.

I am not sure exalty amount but.

100+70+70+90 euro did I deposit yesterday and I think that I also did one or two deposits during last weekend around 150-200 euro.

Not possible to log in now, should have checked this before I wrote again to them.

Thank you very much, Semaros, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear Semaros,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.

Thank you.

I don't understand why the casino is not responding.

They are normally a good operator as my opinion.

Dear Semaros,

I managed to establish a communication line with the casino team. They should react very soon.

Great. Would be Great to get my deposit transactions between 24th and when they finally closed the account. I have thought about it and think it is couple of 100s of euro more.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Semaros,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru