Winsly Casino - Problem with self-exclusion not being upheld.

Hello!

I blocked myself from Refuel, Golfball, Overload, and all their affiliated casinos.

The same customer service that knows me well because of my gambling addiction.

They sent me advertising about Mad Rush Casino.

Now, I have lost 30,000 krona which I want back.

It's the same staff, Mary, Gia, Max know me from Goldroll and Refuel and the others.

They know me.

I want help to get my money back and then close my account with them

Dear rebeccatolieelf,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience. Please allow me to ask you a few questions to make sure I understand your situation completely.

I have checked the Responsible Gaming section of Winsly Casino, and this is what I found:

Permanent Self-Exclusion/Account Closure

Any player can request us to permanently close their account by talking to our support team via chat or email. This decision cannot be reversed, and we ask that you withdraw any remaining funds before taking this action.

If you have accounts at any of our sister brands, we also recommend you let our support team know; they can close these for you too. Likewise, we advise you to close any other gambling accounts held with other operators.

We further encourage you to remove yourself from any environment in which gambling is promoted (for example, following gambling brands on social media).

Have you requested to be self-excluded in Winsly Casino as well?

Could you kindly forward me the emails with the request to close your accounts in any of Winsly Casino's sister brands? My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have had a fight with them and they have blocked me on all sister casibo.

But I get the message about Madrush and winsly and it's the exact same staff I've dealt with 2000 times. I wouldn't even be able to open an account.

Now this has to end.

I have lost more than 1 million with them before. Now over SEK 30,000

I can send all the emails and you will see that it is the same staff, the same casino.

I'm blocked on the others but get advertising on the new ones. Incredible.

In Sweden, this casino would be ported and I would receive damages and money back. Now I hope you at casino guru take this seriously and help me 😀

Thank you for all your emails. Correct me if I am wrong but from the information about the owner in the footer of the websites you mentioned, only Mad Rush and Winsly Casino share the same owner, which is Frenwall Limited. Refuel, Golfball, Overload are owned by a different company, Infiniza Limited.

Could you please advise when you requested to be self-excluded from Winsly Casino due to gambling addiction? Please forward the email with the account closure request in Winsly to veronika.l@casino.guru. Have you made any deposits after you requested to be self-excluded in this particular gaming establishment?

Dear rebeccatolieelf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

You don't understand. It does not matter if they are two different companies. The same owner has two companies and I had contact with those who work there on overload etc.

The first time I registered on winsly, I started chatting with the exact same people I have been in contact with. Their responsibility is then from that day to block me when they know about my gambling addiction. That law is regulated.

Do you understand me then? Yes I could play even if I asked them to block me. You got the pictures. That's why I want my money

It's important to understand that many online casinos use outsourced customer support. As a result, the same agents may operate on different platforms. However, this doesn't mean that they'll automatically exclude you from all the platforms they work for.

So, to help you better, could you please confirm when you requested to be self-excluded from Winsly Casino due to gambling addiction? If you did, please forward the email with the account closure request in Winsly to veronika.l@casino.guru. Also, have you made any deposits after you requested to be self-excluded from this particular gaming establishment?

If you didn't request to be self-excluded from this particular gambling establishment, I'm afraid we won't be able to assist you, and this complaint will be rejected. Thank you for your understanding.

Dear rebeccatolieelf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'll look it up.

There are 5 casinos now that do not take responsibility.

Sending picture

I have not received anything from you yet. Could you please double-check if you typed the correct email address? It's veronika.l@casino.guru. Thank you.

Dear rebeccatolieelf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.