Wintomato Casino - Player requests a deposit refund.

Hi

i opened an account with this casino few days ago. I was played for a while then I sent mail to close my account permanently because of gambling addiction. But my account wasn’t closed for nearly 36 hours during this time I lost another 250$. I asked the operator about this they didn’t want to answer. According to their terms and conditions they have to close the account by minimum 24 hours but they didn’t do it. I need your help to solve this before approaching the regulator. Thank you in advance.

Dear Antony181980,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your account was blocked within 36 hours of your request? If that's the case, I'm afraid there's nothing we can do for you. Please understand that if you have sent an email to Casino Support, 36 hours is an acceptable time frame to react to such request. Email requests are handled in the order in which they've been received and you can't expect Casino Support to react instantly. From your previous complaints, you learned already that anything up to 3-4 working days is tolerable.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi

my account wasn’t closed for 36 hours. Then I have contacted live chat support to close my account. Why my account wasn’t closed for 36 hours? Terms and conditions clearly says account will be put on hold for 24 hours if player ask for self exclusion,but my account wasn’t happened anything. They didn’t follow the rules. I sent the mail clearly close my account permanently because of addiction. They should have act immediately, their terms never says anywhere close players account in 3-4 days time. Did you see anywhere? Did you see all the evidences I uploaded and sent to mail. They have to close the account if player informs addiction and put on hold according to their terms for 24 hours. They neither did anything till I jumped on to live support. Because their live support is stalling sometimes never replied for half an hour.

It means should have to wait for 3-4 days till they check the mail and close players account? I don’t understand casinoguru procedure one case I lodged without told my addiction and asked them to close my account. But the operator didn’t close my account for 7 days I lost another 2000$. but when I lodged my complaint in casinoguru you said because I didn’t inform addiction that’s the reason I am not entitled for refund. But now this case I informed addiction clearly in the mail but the operator didn’t close it but you are saying 3-4 days is tolerable. Why different rules all the time?

I have checked the general terms and conditions, and this is what I found (here):

"6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case your account will be disabled until your further notice, and you won’t be able to login to it."

It says that the request will be effective within 24 hours from the moment when it's received (not sent). I'm sure you understand that Casino Support doesn't work 24/7.

Additionally, when your account didn't get blocked immediately, have you contacted the live chat informing them about your gambling problem to speed up the process?

Unfortunately, this is the only live chat transcript that I found:

Yes, we have informed you in the past that you need to clearly state that you have a gambling problem when requesting self-exclusion however, you also need to consider that these requests are not immediately processed and it takes some time to apply those restrictions on players' accounts. Immediate action would be ideal, however, as I mentioned earlier 3-4 days is acceptable.

Dear casinoguru

What does that mean moment of its receipt? If the casino didn’t check their mails regularly, if they check every weekly once does it means the players have to wait that much long to close our accounts you are saying? If the casino didn’t receive my mail the same time I sent it is their fault, they have to accept it. when I sent the closure mail it means the same time the casino received it. It doesn’t make sense about your explanation for 3-4 days acceptable. Does their terms and conditions says about 3-4 days I wouldn’t make a complaint here. Gambling addiction is a serious problem which I have, I always gamble what I can afford to then if I feel not safe I straight away ask them to close my account immediately which is live chat support or email options. Because when I sent it there wasn’t a live chat support available that’s the reason I sent a mail.

your answer is funny sent time receive time, if I sent the mail will the operator receive after 24 hours? If we sent the mail the next an hour or less operator receive it. They haven’t replied to me either of mails this is are my fault. I followed the rules according to their terms and conditions, please don’t bring casinoguru terms in to operator websites.

Its clearly says in their terms self exclusion will take effect within 24 hours from the moment of receipt it means when I sent the mail on 07th of October 5.41 am the same time or probably few minutes later the casino received it. It means moment of the request received it probably maximum one hour after my request which it was 6.41 am on 07th of October. But my account wasn’t closed till 8th of October 17.47 pm Melbourne time which I did via live chat. From the time 06.41 am on 07th of October to 08th of October 17.47pm nearly 36 hours. Operators doesn’t care about players gambling addiction on because they prey on addiction people even we are telling them to close the account they didn’t take action immediately then casinoguru also accepted their behaviour 3-4 days standard time which is not in this case.

I'm sure you understand that closing players' accounts isn't an automated process and it takes a human to actually open an email and go through players' requests. Could you please advise when exactly you deposited funds into your account? How many hours passed between your sent email and the deposit?

Hi

My sent email and the amount of deposit 36 hours. i was deposited funds in to my account on 08th of October Saturday 18.12pm. Here I attached the evidence. Still no reply about my emails from the operator about my request. They are not checking the mails properly .

I wish I could be of more help. I understand that having the self-exclusion applied instantly would be ideal but unfortunately, it takes some time in the majority of casinos due to checking emails manually and then applying the restrictions to players' accounts. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.