The player from Germany requested self-exclusion, but it seems he was able to reopen his account. We ended up rejecting this complaint because the player didn't mention gambling problems at first, and after he did, the casino closed his account.
Winz.io Casino - Player's criticizing responsible gambling practices.
Amount: €5,000
Winz.io Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello everyone,
I'm addicted to gambling and have been banned from various casinos for a long time, including Duxcasino, which also belongs to Dama NV, or belonged to other N1 casinos, which are all somehow connected.
I always played with the same email address in all casinos, at Winz I also permanently closed my account 3 times and was partly persuaded to open it again without anyone looking at Dama NV for gambling addiction.
Today I asked again in the chat at Duxcasino whether the lock is still valid and this was confirmed to me.
I demand that Dama NV reimburse me for my losses, either in all Dama NV casinos where I have been playing with my email since 2020 or to pay a settlement, I have no dispute as no overview of losses is sent to me.
I am sending you today's chat history from Duxcasino, where I have been banned for years due to gambling addiction, and also a couple of emails that I sent to Winz.io.
I hope for your help.
Automatic translation:
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1 year ago
Dear Suchtproblem,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically, but quite the opposite. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Please allow me to ask you a few questions, so I can understand the whole situation completely. I see that Winz.io Casino support advised you to close your account via your profile which you refused to do and then the support agent informed you that your account has been blocked. Was your account reopened after this conversation?
Could you please advise if you still have access to your account?
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello no,
I no longer have access to my Winz.io account.
In 2020 I had myself banned globally in all casinos of this group at Duxcasino, which at that time belonged to Dama NV.
However, apparently this ban was not enforced and I was able to register at various Casinos Dama NV using the same email.
At Winz.io I had closed my account 3 times because I wanted to quit there and was able to open it again in the chat without any questions about gambling addiction or anything else.
Why wasn't I checked if I've already gambled away several thousand euros in one day?
Why was I even allowed to play there if I had a global ban?
I asked again last night at Duxcasino if my global ban was forwarded..They tell me that I am banned from all N1 casinos for gambling addiction and at Dama NV I should ask the boss..
Duxcasino.com was part of the Dama NV group at the time, as you can see in the screenshot.
I want reimbursement for my losses because as an addict I should never have played there.
Can also send you the chat history and a screenshot where you can clearly see that Duxcasino.com belonged to Dama NV at the time and I have been confirmed in the chat to have been banned from all casinos in this group!!!
Automatic translation:
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1 year ago
Thank you for your reply, Suchtproblem. Please note that there is nowhere on the casino website mentioned that self-exclusion is active in all sister casinos. Furthermore, this casino has a Curacao license which doesn't legally bind all sister casinos to self-exclude players from the whole platform. Unless the casino has MGA or UK license, we do not proceed with complaints regarding self-exclusions like this.
Therefore, I would rather focus on this specific casino (Winz.io Casino). Could you please advise when exactly you informed the casino about your problem for the first time? How many days did it take to close the Winz.io Casino account? Do I understand correctly that your casino was reopened after you informed the casino about your gambling problem?
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1 year ago
Translation
Hello Kristina,
I think you really don't understand the problem, I've already sent you an email.
I got banned from the Dama Group in Global 2020 in a Dama Group casino, and I was still able to play there again.
How is that possible when you say you are addicted to gambling?
After I mentioned that again to Winz, was I subsequently banned from all Dama Casinos?
Why didn't this work before?
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1 year ago
Please note that I explained in my last message why we do not solve complaints about global self-exclusion. Kindly check my message again.
Furthermore, you have not answered any of the questions I asked in my last message. Please note that all requested information is essential if we wish to proceed with the case. Thank you in advance.
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1 year ago
Translation
I can already tell that you are not really on the player's side here, so I'll gladly repeat it for you again, I had closed my account at Winz.io 3 times for an indefinite period of time.
I was able to reopen my account because I didn't state the reason for gambling addiction.
The 4th time I gave the reason for gambling addiction.
Before that, in the chats, I had already told the Vip Manager that I would be happy if I still had something to eat by the end of the month.
My account was blocked at Winz and all Dama Casinos after I mentioned gambling addiction, they did the right thing there!!
So now comes what I'm trying to tell you all the time!!!
I already had myself blocked at all Dama NV Casinos in 2020, at that time via the Duxcasino, which you later handed over to your Malta Group N1, everyone knows that Dama and N1 belong together.
I emailed you the chat history and proof that Duxcasino was owned by Dama at the time and my self-expulsion was activated in all casinos in that group, but that didn't happen.
I should never have had an account at Winz.io because in 2020 I had the whole Dama Group block me for gambling addiction!!!!!!!!
I want my losses back as you ignored my ban in your system which I wanted.
I hope you now understand what's going on here...
Automatic translation:
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1 year ago
I am afraid that you are the one who does not understand me. We always try to stand on the player's side, but it is not always possible and we cannot blindly advocate for everything. As I already mentioned, we do not solve complaints about self-exclusion from the whole group of casinos. Unless the casino has the MGA or UK license, there is nothing we can do, because the Curacao authority does not legally bind sister casinos to enforce self-exclusion in all of them.
Since this casino is licensed by Curacao and Dux Casino by MGA, they most likely are prohibited from sharing personal information about their players (GDPR regulations). They are different establishments, operated by two different managements, therefore Winz.io Casino probably didn't know about your self-exclusion from a completely different casino.
Even if these two belonged to the same group in the past, they do not now and they would share the Curacao license like all Dama casinos do, which as I already explained does not enforce self-exclusion for all associated casinos. And even if they both had MGA licenses (which again - they do not) they would have to share the same license seal in order for us to proceed with your case as failed self-exclusion. If Curacao casinos decide to do it voluntarily, that is great, but we do not insist on it.
We believe that the casino must block you only after you request self-exclusion due to gambling addiction, otherwise, you asked for a simple account closure and the casino can reopen your account anytime. This means that if you didn't mention it the first three times, the casino could reopen your account. However, your account was blocked after you mentioned your gambling problem, so, unfortunately, I don't see anything that can be done here and I don't see any valid reason to request a deposit refund or other compensation. We would really like to help, but it is impossible for us this time because the casino did nothing wrong.
If you do not agree with our decision, you can always contact the licensing authority. They have more options and tools to help players.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
