Winz.io Casino - Player’s deposit limits have been removed.

hi

I opened an account with Winz casino last May. I set deposits limits and play then lost 80$. I was closed my account for indefinitely. I asked their support to reopen my account yesterday with my own risk. They did open the account but they removed my deposits limits as well without my knowledge. I set limits because of gambling addiction. Because of they removed the limits i lost 9000$ in just one day. If the limits still there I wouldn’t loose this much amount. Please help me to solve this problem with Winz. Even they said I didn’t inform my addiction but i told them via chat support in last may when i closed my account, they are lying. Please help me, this is not losing money and ask for refunds i am asking for why did they remove my deposits limits? Does it says in terms and conditions about limits remove automatically?

Antony

Dear Antony,

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 emails or screenshots showing that you have sent requests for your account closure and deposit limits? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

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

Hi

unforrunately I didn’t have screenshot or account closure mail. I was closed in last May i lost the mail. I remember i did set deposits limits, can you proceed without these?

Hi

i did second time self exclusion i have received closure mail but first time I didn’t get closure mail, i think i did via chat. I am looking for full chat history to have a look.

Antony, allow me to explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What a player can do if they're unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

Could you please advise if your account is still accessible?

Hi

my account not accessible, i am saying I didn’t remember how i did self exclusion first time, i was self excluded in last May by chat or by melf, but second time self excluded i did by myself. I have got closure mail. I asked their support they said i was self excluded for one year, they asked me your full responsibility we will open the account. But they didn’t follow cooling off period after I requested to reopen

How did you request to reopen your account? Could you forward the relevant communication, please?

I requested them to reopen via chat, please ask them chat history since i open

Thank you very much Antony for your reply I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Antony.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Hi

i agree for everything but you can see the deposits limits been set 130$ per week. Why does the limits been removed even player closed the account? If you reopen the account limits cleared automatically? If the limits be there I wouldn’t loose this much amount? Does it says in terms and conditions about limits remove automatically? Even they are saying I didn’t inform my addiction, i asked them about limits they said I didn’t set any limits in my account. I will send the chat history later

Can you show me your terms and Conditions about deposits limits been disabled if the player close the account? Please have a look chat history about limits they said there was no limits

AntonyAlphonse07:31:22 am Ok i will come via your jurisdictionbyei thinki set deposits limits as wellyou guys removed thati have a mail for deposits limits setNow i know this is cheating     Yanina07:35:19 am All the limits can be removed after 7 days of setting the limit unless the player informs us about the gambling issue. As soon as we are aware of such a problem, we are not reopening account or taking off the limits.      AntonyAlphonse07:35:45 am No this is cheatingwhy did you guys remove my limitsi set because of gambling addictionwhich terms says limits remove automatically?now i got it     Yanina07:37:36 am Every player has his own reason to set the limit. Unless you inform us about the gambling problem, we are unaware of it and operate accordingly.      AntonyAlphonse07:38:35 am Ok no problem now i have a witness i did set limits, you guys removed my limitsi will come via your jurisdiction. The guy asked me for disabling limits? I asked him to reopen my account only.

Hi

i asked the support guy to reopen my account not disabling my limits. You can see this they are cheating.

AndreFri, 07/24/20 05:14:37 pm Australia/Victoria Hello. How may I help you?     AntonyAlphonse05:14:40 pm Hii opened a account bit didn’t get confirmation mail to use my accountJosephraj1980@hotmail.com     Andre05:15:14 pm You have settled a self exclusion period on it     AntonyAlphonse05:15:29 pm Did i? How long?     Andre05:15:38 pm What confirmation do you need?

Its for 1 year     AntonyAlphonse05:15:40 pm can i reopen?when i try to login it says didn’t confirm email     Andre05:16:22 pm Yeah, because your account is blocked maybeSo you can not log in     AntonyAlphonse05:16:40 pm Can I reopen my account     Andre05:17:00 pm

AntonyAlphonse05:16:40 pm Can I reopen my account     Andre05:17:00 pm If you take all resposibilities, I can try to do that     AntonyAlphonse05:17:11 pm Ok i take it     Andre05:17:50 pm Alright, it is open now     AntonyAlphonse05:18:28 pm Thanks bye     You archived the chat05:19:00 pm

You can see the first chat with their support above, i asked the support to reopen my account only but didn’t ask him to remove my limits, he did purposely disabled my limits without my concern because he knows i set limits, smart cheating.

See how that guy andro cheating

Do you have a screenshots of that limits?

If you closed that via Chat we have to get full history of your chats. Also, if you told about your addictions it should be noticed, but it didn't.

We will make it clear tomorrow anyways when we will get a respond from license provider.

We are sorry for making you wait, but we need to doublechek everything.

Best wishes,

Andre

Winz.io manager

Hi

antillephone gaming license provider always support operator not players, they don’t check the complaints genuine, even no problem our side they don’t want to help us, they are useless. Please have a look deposits limits been set for 130$ per week, which terms and conditions says limits disabled automatically when the player close the account, please ask this.

Hi

please see the final review from the operator reply mail to me

  Anastasia  Tue, 07/28/20 3:31 pm   Dear Antony, 

it is unfortunate that you developed gambling problems and we absolutely think that gambling should be fun and not a problem. 

However, should you have given notice about your problems in advance, we would have absolutely prevented the problem from happening. We checked all history of your communication with us and we have not noticed mentioning your addictions. Now it is what it is and we cannot revert losses when players lose and feel unhappy, otherwise, all casinos would be out of the business. We now know about your problem and will never reopen your account no matter what. For now, we consider the issue well debated and clear. 

All the best, 

Andre

Winz.io team

Hi

i asked them about deposits limits they said there wasn’t any limits any, how did they say this time limits been disabled? They are cheating players, have a look below

  Andre  Wed, 07/29/20 6:49 am   I do not see any on your account.      anthony alphonse  Wed, 07/29/20 6:48 am   Hi

What about deposits limits?

Sent from my iPhone   

Hi

they all lying same type

Yanina  Wed, 07/29/20 3:48 pm   Dear Antony,

There are no limits on your account.

Best regards,

Winz.io Casino Team      anthony alphonse  Wed, 07/29/20 3:41 pm   Hi

Can you answer about limits?

this is what i am telling they ate cheating, i am asking for a example if some one open the account set deposits limits for 100$ per week, if the players deposits for the following week still the limits be there or disabled according to terms and conditions? They are not genuine i need to raise my complaint to their license(cheating) provider.

Hi

it doesn’t matter i informed my addiction or not? I made a complaint in casino guru about limits disabled but Winz replied to me there was no limits in my account, how could the limits and self exclusion show up in my account? You can see they are lying for everything.

second thing show me the terms and conditions about limits disabled when player close the account? They were breach the terms.

i asked their support to reopen my account not disabling limits, you can see clearly in chat history, he asked me full responsibility i said yes, but he didn’t mention about removing my limits?

Last thing see that attachement self exclusion and limits disabled time, he removed the limits first then unlcoked the account, support did in intentionally because he knew the limits are there in account it was less to get profit.

Overall the whole casino lied to me about my limits, please make awareness of this casino to other players incase they set deposits limits.

i need a deposit refunds of 9000$ and transfer fees of 1000$ because Winz breach the terms and conditions according to their law. Please help me.

We have now completed the investigation and as a result fully compensated to the player. In the course of investigation it turned out that player has been previously identified to have severe compulsive gambling issues within Direx NV brands and hence should not have been admitted to play casino games at all.

We apologies for the stress and inconvenience caused.

Hello there,

Dear Winz.io Casino team.

Thank you for the cooperation.

Dear Antony.

Please, could you confirm the casino statement?

Hi

yes i have got my deposits refunds, thank you so much for your help and Winz.

Hello there,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef