Winz.io Casino - Player’s requesting a full deposit refund.

Hi,

I recently signed up and was allowed to deposit and play at multiple casinos such as Winz, GetSlots, Levelup Casino and Joo Casino to name a few and realised they belonged to a group I self excluded from.

My previous self exclusion was applied at Bitstarz but also at the casinos I played at just a few days back, and even with the active self exclusion I could still sign up and lose money.

Please review this issue as I have a gambling problem and cant afford to lose the money I spent, self exclusion is a tool that needs to work, otherwise its just exploiting addicts...

Thank you!

Dear jefiboy111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify when exactly your first account (Bitstarz) was blocked and provide more details about what events lead to it? Ideally, I’d like to request from you any relevant communication regarding the self-exclusion. My email address is petronela.k@casino.guru. Was the self-exclusion requested by you or applied by the casino?

I understand that it might seem like a lot of questions and queries, but all the requested information and supporting evidence are essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, jefiboy111, for your reply. I have checked the terms and conditions of BitStarz Casino, and this is what I found https://www.bitstarz.com/terms:

"Upon requesting a self exclusion, BitStarz will immediately close that account and prevent the player to play on that particular account. It's the player's responsibility to notify BitStarz of any other accounts the player might have and promise not to open any other accounts. BitStarz will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. BitStarz cannot be held accountable for potential losses on other accounts."

Furthermore, in the email that you received as a confirmation of your self-exclusion from the BitStarz Casino is specifically written that you won't be able to play at BitStarz as per normal.

Please understand that if you haven't mentioned your other accounts to them or haven't requested self-exclusion from other casinos individually, you might not be entitled to a refund. However, could you please advise what was the reason for your self-exclusion and forward your sent request to me? Have you mentioned the gambling problem in your request?

Hi,

I believe there was no option to choose a reason, but only to self exclude using the tools and choosing a time frame.

Given that's it's the same company, the "reasonable effort of others accounts being opened" doesn't really apply, the all use the same website layout and I even sent my documents over, so it should be flagged within the company from my understanding.

At the very least I find it morally very questionable to be able to self exclude even forever but then be able to just go ahead and use any other site that they own.

to be honest, I think you can just cancel my complaint. I will self exclude from their other sites but hope that there will be an option within any account to exclude from all casinos under the same brand one day.

Sorry to have wasted your time.

Unfortunately, based on all the information that we’ve collected until now regarding this case, it looks that you wouldn’t be entitled to a refund. Even if casinos share the same owner, self-exclusion request needs to be made in every casino separately, unless you are informed in the confirmation email that the self-exclusion is valid for other casinos as well.

I’m very 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. I will reject this complaint now. Thank you for your understanding.