The player from Germany reported that WinSpirit Casino had allowed him to register despite a reported self-exclusion due to gambling addiction, resulting in a loss of 600 euros. He argued that the casino's terms and conditions were not compliant with legal requirements for player protection and demanded a refund of his losses due to this violation. The issue was resolved when the casino acknowledged a technical error and agreed to refund all deposits within five banking days. The player confirmed receipt of the refund, and the complaint was marked as 'resolved' by the Complaints Team.
WinSpirit Casino - Player requests refund after account violation.
Amount: €600
WinSpirit Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Good day,
Despite a reported self-exclusion due to gambling problems, WinSpirit Casino allowed registration with the identical personal data, resulting in losses of 600 euros.
The casino refers to its terms and conditions (Section 9): "(..) by accepting them, you have confirmed that you are aware that gambling can lead to financial losses, and the casino cannot be held liable for such damages".
For me, the inclusion of this clause in the terms and conditions is not compliant with the law. The licensing authority clearly requires the casino to implement measures related to Responsible Gaming and player protection. This means that self-excluded players must be strictly excluded from participation. This is a requirement for obtaining the license.
The casino has clearly violated this.
Gambling addiction is a serious illness that can be triggered by a relapse. Therefore, the measures for player protection are so important and absolutely necessary.
In my opinion, the casino is even acting deliberately. The casino is trying to absolve itself of all player protection measures with Section 9 in the terms and conditions and place all the responsibility on the player. But this is not acceptable, as the operator was 100% aware of the gambling addiction.
Simple technical measures could have prevented further activity.
Due to these violations, I urgently demand that the casino refunds the 600 euros loss.
All previous email conversations are attached (1. Self-exclusion from January 2024, 2. Violation of the self-exclusion in September 2024). Please do not publish this for privacy reasons. Here you can also see the proof that I was already excluded in the past due to gambling problems.
If you have any questions, I am available at any time.
Automatic translation:
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3 months ago
Dear KKK2023,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've encountered with WinSpirit Casino.
To better assist you and clarify the situation, could you please provide some additional information?
- Can you confirm the date on which you self-excluded from WinSpirit Casino and any details about the process you followed?
- Have you had any further communication with the casino regarding your self-exclusion and the subsequent registration? If so, could you share their responses?
- Additionally, could you please forward the self-exclusion request that you sent to the casino before January 18, 2024, as this will help us in our mediation efforts? My email address is petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with this case and work towards resolving the issue. Without your input and additional information, we won’t be able to take further steps to help.
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,
Petronela
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3 months ago
Dear KKK2023,
We apologize for your experience and express our deepest regrets.
Unfortunately, there was a technical issue. Please know that we take matters such as this very seriously. Our team looked into the problem and made changes to prevent it from happening again. Additionally, we have reviewed our processes to identify areas for improvement in quality assurance.
Furthermore, we will refund all your deposits within 5 banking days. If you have any further questions, please do not hesitate to contact us here or our support team.
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3 months ago
Thank you, WinSpirit Casino Team, for your prompt response and willingness to assist.
Dear KKK2023,
Could you kindly confirm once you've received the refund of your deposits?
I look forward to hearing from you.
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3 months ago
Translation
The refund has been received.
Best regards
Automatic translation:
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2 months ago
Dear KKK2023,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
