The player's attempts to close his account have been overlooked. Since the player requested account closure and not self-exclusion, we were forced to reject this complaint.
Woocasino - Player’s account hasn't been closed.
Amount: €1,100
Woocasino
Safety Index:Above averageSafety Index
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7.4
Woocasino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I just recently opened an account at Woo Casino.
After I gambled away a lot, I asked for the closure of my casino account in live chat on January 18th, 2022.
Instead of closing the account, I was offered a bonus, which I unfortunately accepted as a gambling addict.
On January 21st I asked again to close my account immediately.
To date this has not happened.
Unfortunately, since my closing request, I have already paid in 1000 euros again.
I don't know what to do anymore because the casino just won't close my account.
Automatic translation:
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2 years ago
Dear Manfred,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing an account and self-exclusion:
Closing the account is simple and has almost no impact - the player can reopen the account anytime, and the 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 problems).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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2 years ago
Translation
Again, my requests to close my account are being ignored. I've tried "self-exclusion" but nothing works. The account is still active.
I only play every few months, so I open an account at a new casino and when I feel out of control of my gambling I just close the account.
This has worked smoothly in every casino so far and so I have controlled my gaming behavior quite well in recent years.
This has always worked very well so far.
But this casino seems to be deliberately delaying their account closure to encourage more deposits and gambling.
I have never experienced anything like this from any provider.
Automatic translation:
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2 years ago
Thank you for your email, Manfred. I checked the self-exclusion option at this casino and I found this:
"3. SELF-EXCLUSION BY REQUEST
You may also contact our support team at support@woocasino.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever. We will take all measures to block your access to your account and make sure that you receive no promotional materials."
From what I can see in your email communication, you requested an account closure, and there is no mention of self-exclusion, or gambling addiction, despite the fact the casino support asked you to provide a reason for closing your account. Also, you sent the request to the incorrect email address.
Unfortunately, under these circumstances, we cannot proceed with this complaint as failed self-exclusion and we cannot punish the casino for not closing your account.
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. Thank you in advance for your reply and understanding.
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2 years ago
Translation
"Thank you" I hadn't expected anything else. Who bites the hand that feeds you!
Automatic translation:
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2 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
