The player from Austria is dissatisfied with lack of enforcement regarding Responsible Gaming procedures. We’ve rejected this complaint in our system due to a lack of evidence.
Winz.io Casino - Player’s criticizing Responsible Gaming practices.
Amount: €2,000
Winz.io Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I was previously banned from a Dama NV Casino for gambling addiction. Nevertheless, I was able to play at winz.io. Apparently the other casino (Fastpay Casino) neglected to ban me from the whole network.
So far so good. I then set a deposit limit of €1 at Winz.io.
I removed it a few days later. And with a cool-off phase of 24 hours. The chat got me but immediately unlocked. I was able to play again immediately without having to wait 24 hours.
I immediately made large deposits. About €2,000.
And I ask the casino to refund my deposits that I gambled away after the deposit limit was lifted because the 24-hour time-out was not observed.
The chat even lied to me and says to have done everything right.
What's the point of a deposit limit if the chat can remove it immediately and at any time without a 24 hour ban?
I ask you to contact the casino so that they refund the money deposited after the deposit limit was lifted.
This is a clear violation of player protection.
LG
Automatic translation:
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2 years ago
Dear Jürgen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested deposit limits? My email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Additional comments from the player:
"Hi
Thank you for the fast feedback.
Unfortunately I don't have any screenshots and I can't get into my account anyway, since I've been blocked from all Dama NV Casinos at my request.
I can still understand that the casino doesn't pay back all losses because they didn't know anything about the gambling addiction because the other casino didn't block me for the entire network as agreed.
But I removed my deposit limit of €1 and went to chat about it. I counted on the 24 hours, as it is clearly stated on the website. I got a major transfer into my bank account that day and given my gambling issues I knew exactly where this was going. Therefore, I wanted to deposit only a little of the money and withdraw the remaining money in cash from my bank and bring it to safety.
But the chat immediately informed me that I could play from now on. I was totally amazed and asked again if I could play right away because there is usually a 24-hour cool-off phase.
The support said yes and then I paid all the money. It was around €2000 plus minus a few hundred. But that would never have happened if the casino had adhered to the 24-hour cool-off phase.
The casino is otherwise quite good, pays out quickly etc. But not sticking to player protection is an absolute no go.
I hope you can help me somehow, I would be very grateful.
I would also be willing to compromise.
LG"
Automatic translation:
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2 years ago
Thank you, Jürgen, for your reply. Please understand that without supporting evidence we stand no chance to confront the casino.
Additionally, if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
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.
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2 years ago
Translation
Hi
I ask you to read my message carefully. I don't care about the ban for gambling. I only included that for the sake of completeness.
It's a clear violation of player protection.
I had a deposit limit of €1.
I then lifted this with a 24-hour cool-off phase. However, the chat employee did not keep to these 24 hours and immediately lifted the limit again.
And I ONLY want back the money I deposited within 24 hours of the ban being lifted.
Because the casino didn't respect the 24 hour ban.
If you contact the casino and the casino is honest, they will confirm that after the limit was lifted I was able to deposit again immediately and the 24 hour cool off period was not observed.
A deposit limit WITHOUT a 24-hour cool-off phase has no value at all. What's the point of setting this limit if support can immediately reverse it within a few minutes?
There is a clear breach of player protection here. And if this case is not resolved fairly, then unfortunately you are only on the side of the casino, as this is a very clear case.
And if the casino argues with the addiction ban again. NO, it's about the deposit limit of €1 and that the support immediately removed my deposit limit again without observing the 24-hour cool-off phase.
And that's what this is all about.
LG
Automatic translation:
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2 years ago
Dear Jürgen,
Have you set up deposit limits in your account or requested them from the casino support directly?
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2 years ago
Translation
Hi
I had set the deposit limit in my account. It was €1.
I then wanted to remove it again a few days later. In any case, it also said that it would take 24 hours for the NEW deposit limit to become active again. In other words: it takes 24 hours after removal for the old deposit limit of €1 to be lifted.
Which is perfectly logical, since otherwise a deposit limit makes no sense at all.
So I went into the chat to remove the €1 limit so I can deposit again 24 hours later.
The chat support then informed me that I could deposit again IMMEDIATELY. And that's exactly what I did. And I would like to have this money back, since Winz clearly violated player protection here.
LG
Automatic translation:
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2 years ago
Dear Jürgen,
I'm sure you understand that without any supporting evidence that you have set deposit limits in your account, and the live chat transcript that it was removed immediately after your request, we stand no chance to confront the casino.
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.
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2 years ago
Dear Jürgen,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Translation
Hi
Of course I would like your support. But I can't give you what you're asking for. I don't have any screenshots.
But what I say is 100% the truth. Why do you assume the casino would lie to you? The casino will certainly be able to confirm that they removed my deposit limit immediately WITHOUT a 24 hour break.
Just ask if I had a deposit limit, when it was lifted and how long it took before I could deposit again.
There is usually a 24-hour cool-off phase. However, I was able to deposit again after just a few minutes.
LG
Automatic translation:
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2 years ago
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.
