The player from Germany has requested a permanent self-exclusion from the casino. Unfortunately, he succeeded in opening two new accounts using the same credentials.
Wir-Wetten Casino - Player has succeeded in opening several accounts in the same casino.
Black points: 173
Amount: €785
Wir-Wetten Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Dear casino guru team,
I became aware of this provider through your affiliate link.
In October 2020, I permanently blocked my account with this provider due to gambling addiction. This was confirmed to me by the support.
However, on December 5th, 2020 I was able to create a new account and verify it. I used the exact same data. I had to submit documents for identification and these were successfully confirmed. So an employee had to manually activate my account. Despite the blocking of gambling addiction, my account was activated and I was able to gamble away € 315. I pointed out to support that my account should actually have been closed. It wasn't until the next day that I deposited another € 315 that my account was blocked. So I deposited € 630 and gambled away.
On December 13th, 2020 I was able to open another account. Again, I used exactly the same data. I was able to deposit and gamble € 155.
Overall, I suffered damage of € 785. The provider has no protection mechanisms to protect the player. Therefore, I am requesting the sum of € 785 back from the provider.
Since Casino Guru is also committed to responsible gaming, I ask for your help. This provider makes its money at the expense of gambling addicts.
many Greetings
Fair play
Automatic translation:
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3 years ago
Dear FairesSpiel,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I do apologize if I overlooked this information, but could you please advise if you have clearly mentioned a reason for the self-exclusion? Could you please forward the very first email from October 2020? 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. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Thank you very much, FairesSpiel, for providing all the necessary information. 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.
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3 years ago
Dear FairesSpiel.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
We would like to ask the Wirwetten Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear FairesSpiel.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
