Wisho Casino - Player's self-exclusion not recognized.

Hello

I blocked myself for gambling addiction at Trickz on 22-06-2023

They wrote that when I tried to get my money from 2022, I had not written "gambling problem". But now in June 2023

I received an email stating that it will now show that I am blocked for gambling problems and their sister casinos as well, and I should not be able to play.

I received an SMS from wisho.com and tried to log in and it worked. I lost 2156 euro. Now, I have sent an email to Wisho demanding my money back. They have had 6 days so far. I keep getting the same response that they are investigating and will get back to me.

See email from Trickz

Dear rebeccatolieelf,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wisho.

I can see the email you received from the Winnerz casino representative sometime after 27-06-2023.

Could you please explain if you had an account in Wisho Casino at that point? To your knowledge were all your accounts in the casino group deactivated at that point?

Could you please specify when you received the SMS from the casino and when were you able to deposit? It will help us determine a timeline of events.

If there is any other correspondence between you and the casino, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

Sending all transactions etc. shortly to your email Thomas.

Thank you for your help. Am so worried and don't feel good about this.

Thank you for your messages.

I can see that you were able to open an account on September 12th, 2023. 

Have you received any response regarding your refund request from Wisho Casino since the complaint was published?

Hello!!!

They say the management team is still working. It's been 12 days now.

They don't answer either. Please help me I need my money.

Thank you 🙂

Hello

Waiting for your reply. Hope and would appreciate your reply soon 😀😃

I apologize for not replying sooner.

Could you please explain what are the withdrawal requests referred to in this reply from the casino?

Are these the refunds approved by the casino, please?

Hello

The first went through at 998 euros see attached file.

I have not received all my transactions and these of 1000 euros vs. 498 euros.

They are dragging out what they just.... promised last week..

I think you have to put hard against hard.

No danger that you answered late 😀

Let me summarize the case (feel free to correct me if I misunderstood the situation)

-After mentioning your gambling problems to the Winnerz casino in June 2023 your account on Winnerz casino has been deactivated, with the promise that the sister websites would block you as well.

-Despite this, you were able to open an account on Wisho

-You managed to deposit, play, and even withdraw some winnings of 998€ on the 12th of September.

-Sometime later you reminded the casino support you were supposed to be blocked in the casino group due to your gambling problems.

-The casino agreed to process a refund of your deposits of 1000€ and 498€ on September 27th, but the transaction hasn't appeared on your bank account yet.

-According to your last email Platincasino made contact with you via email, informing you about their services.

If you have an account in this casino, I would urge you to request a self-exclusion due to gambling problems to support@platincasino.com as soon as possible and request to cease the sending of marketing materials to be protected from gambling. You can include me (tomas@casino.guru) in the CC of your email.

Hello

I would like my money Tomas.

I can get rid of my home.

Wisho says they are still working on it.. have you talked to them?

Thanks, I'll send them to them..

Thank you very much, rebeccatolieelf, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear rebeccatolieelf,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Casino Guru, 

Thank you for reaching us!

We would like to bring to your attention that our system at the Estonian Licensed affiliated casinos is designed to detect and block duplicate accounts belonging to players who have previously been banned due to gambling issues. However, our technical team recently uncovered a vulnerability in our system that allowed a player, rebeccatolieelf, with matching information to open a new account at Wisho.

As soon as a player informed us of the possibility to open an account and moreover deposit and play, our team immediately disabled the player’s account and our diligent team promptly started investigating the matter of account creation. We took swift action to rectify the situation and eliminate the technical loophole that had previously enabled a player to open an account at our casino. Afterward, as a result, we initiated a refund of the net deposit amounting to 1190 EUR from our end, which fully covers the losses of the player. It's worth noting the source of the 1190 EUR. Please be aware that the total deposits made by the player on Wisho amounted to 2190.00 EUR, and the total withdrawal made before the refund was 1000 EUR. As a result, the 1190 EUR difference between the deposits and withdrawals has been refunded in full.

If you require any further evidence or documentation to substantiate this refund, please do not hesitate to reach out to us.

We want to assure you that we take this matter seriously and are committed to maintaining the integrity and security of our platform. Should you have any additional questions or concerns, please feel free to contact us at your convenience.

Best regards, 

Wisho team

Hello

They lie. I was told that I have been blocked.

Asked them to send all transactions.

This has caused me mega stress and I should get the 998 sentence as punishment.

They sent that they had made a transfer of 1000 euros and then 498, but no.

Then got yes 1190??? Waited 1 month

Dear rebeccatolieelf,

I apologize for the negative experience and stress you encountered as a self-excluded player. It is important to note that according to legal regulations, the casino team can only refund the deposits made and cannot provide additional winnings or losses. Therefore, if you lost 2190 during this period, withdrew 1000, and received a refund for the remaining amount, that is the maximum you are eligible for. Can you please confirm if the casino team refunded the rest?

Dear rebeccatolieelf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Everything is refunded

Dear rebeccatolieelf,

Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef