The player from Germany, who had a gambling addiction and a local gambling ban, played at a casino site against the ban and lost over €4,000. He sought a refund of at least €2,500 and wanted to be banned from the casino to prevent further losses. The Complaints Team reviewed the case and found that the casino had not been informed of his gambling problem, which had only been communicated through the OASIS scheme applicable to German-licensed casinos. As a result, the request for a refund was rejected, and the player was advised to inform casinos directly about any gambling issues in the future.
Winz.io Casino - Player requests refund after account issues.
Amount: €4,000
Winz.io Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
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I played at this casino and lost a lot of money. I actually have a gambling ban, but it's only enforceable in my country. I have a gambling addiction and was previously banned from a casino site in my country.
I would like to know if I can get back the money I lost and also be banned from this casino site because of my gambling addiction. I have evidence of my gambling ban.
I am not exactly sure how much money I lost there, but it was probably more than €4,000.
However, I would be satisfied with a refund of even €2,500.
I wish I hadn't been able to play on the site,
but my ban was only visible in my country.
I also have evidence of my gambling ban and can send screenshots and a letter.
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1 month ago
Dear nscsrwdnym,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing regarding your gambling addiction and the losses incurred at the casino.
To better assist you, could you please clarify the following:
- Can you specify the date or time frame when you played at the casino?
- Have you already contacted the casino regarding your gambling ban and your request for a refund? If so, what was their response?
- Could you provide more details about the evidence of your gambling ban? Screenshots and emails would be helpful.
Your cooperation is crucial for us to proceed with your case. We need all the relevant information to advocate on your behalf effectively. Please feel free to forward any relevant communications or documents to petronela.k@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,
Petronela
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1 month ago
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I think I started playing there in June or August.
Yes, I contacted the casino but am still waiting for a response regarding my refund.
I will send documents to the email address provided.
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1 month ago
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I have sent the documents to the email address provided.
I hope we can find a solution and I hope I get my lost money back
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1 month ago
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I was banned from an online casino 1 year ago because of gambling addiction.
got a 1 year ban because of that
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1 month ago
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But I'm not really sure how much money I lost there
but it was probably about 2200€-4000€
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1 month ago
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My gaming ban was lifted on October 12, 2024.
I will also send it to you as proof but will extend it myself for my own protection
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1 month ago
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have been playing at the casino since August 13, 2024
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1 month ago
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So I only played at the casino for 2 months, from August 13, 2024 to October 13, 2024.
would like to have my deposits from this period.
I think it's a shame that even though you have a gambling ban you can still play in other casino sites
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1 month ago
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Dear Mr. Petronela, can I still get an answer?
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1 month ago
Hi nscsrwdnym,
Thank you for forwarding the communication.
- Just to clarify, were you banned under the OASIS scheme for one year?
- Have you informed the casino that you would like your account blocked due to a gambling problem?
- Is your Winz.io account still accessible?
Thank you.
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1 month ago
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Hello
I was banned from Tipico for a year due to gambling addiction. They then forwarded it to Spiel Oasis and they banned me for a year.
Yes, I have informed Winz.io
no my account is no longer accessible
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1 month ago
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I have been waiting since Sunday, October 13, 2024 for an answer from Winz.io whether I will get my deposits refunded
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1 month ago
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I have read that there have been similar cases to mine and they got their deposits refunded. Do you think my deposits will be refunded too?
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1 month ago
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My total winnings in the casino were €53,818.76 and my deposits were €14,571
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1 month ago
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I didn't even know that I could play in other casinos despite my ban.
I think that if you have a casino ban you are not allowed to play in any casino, because why would you get a gaming ban from a casino, because they notice that the player has a problem and then you are banned
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1 month ago
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I think it is irresponsible that one is identified and not checked whether the player has a game suspension
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1 month ago
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Do you think I have a chance of getting my deposits back?
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1 month ago
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hello, the casino answered me here is their answer to my case
We have received a response from the relevant department. The submitted document proves that you have been banned from the local organization OAS/S due to gambling problems.
The cases mentioned are not related to our platform and there is no reason for a refund in such a case.
In addition, your account on our platform is closed forever. We recommend that you contact all the casinos you know and ask them to close your account for life due to gambling/addiction. You can also contact one of the following organizations for advice and support if you think you are starting to spend more money than you can afford or if gambling is starting to interfere with your normal daily routine.
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1 month ago
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So I have no right to a refund of my money?
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1 month ago
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So it's only my fault if I register there despite my gaming ban?
They don't even check if you are banned in a country.
I can't play in any German casinos because I have a gambling ban
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1 month ago
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I hope you can help me somehow so that I can get at least some of my money back.
and I was told that the casino would contact me via email and I had to contact the casino myself via the customer service chat
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1 month ago
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Because employees don’t care what kind of situation you are in
very unprofessional
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1 month ago
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I don't want all my money, at least only 2000€ or a bit more
I am waiting for a response from you
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1 month ago
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We live in the year 2024 and if you want you can even do a quick check to see if the player has a gaming ban in his country.
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1 month ago
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And I was banned from a casino because of gambling addiction
and if you are banned, every casino that has a license must not let this player play at all and the casino had all of my information and should have checked whether I had a gaming ban or not according to the license laws
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1 month ago
Hi nscsrwdnym,
After carefully reviewing your case, we found that since you didn’t inform this specific casino about your gambling problem and were only banned through the OASIS scheme, which applies to casinos licensed in Germany, the casino had no way of knowing about your situation.
Unfortunately, without this information being shared with the casino, we have no grounds to pursue a refund on your behalf.
We strongly recommend informing online casinos directly about any gambling problems via email and keeping a copy for your records. In the meantime, you can also use tools like BetBlocker to help manage your gambling habits across multiple sites.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here and about BetBlocker here.
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
I wish I could be of more help. 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.
Best regards,
Petronela
Casino.Guru
