W Casino - As tentativas do jogador de se autoexcluir foram negligenciadas.

The provider has not paid out my credit for 5 days, despite successful verification, because I reported myself as addicted to gambling. Since then, although requested via ecopayz, the payout has been deliberately delayed because I have repeatedly canceled payouts on several sister sites. They also persistently refuse to close my account permanently and do not accept that I want to be banned for addiction at all brands and other casinos of the provider. You even go so far as to lie that all other accounts are now closed, even though they are still open. Chats are also available.

Der Anbieter zahlt seit 5 Tage mein Guthaben, trotz erfolgreicher Verifizierung nicht aus, da ich mich als spielsüchtig gemeldet habe. Seitdem wird, obwohl via ecopayz beantragt, gezielt die Auszahlung verzögert, da ich auf etlichen Schwesterseiten immer wieder Auszahlungen storniert habe. Man weigert sich auch beharrlich mein Konto dauerhaft zu schließen und akzeptiert nicht, dass ich auf allen Marken und anderen Casinos des Anbieters ebenfalls wegen Sucht gesperrt werden will. Man geht sogar so weit, dass man lügt alle anderen Konten wären jetzt zu, obwohl diese noch offen sind. Chats dazu liegen mit vor.

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? 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 clearly stated the reason why?

I have checked terms and conditions on the website, and this is what I found https://www.wcasino-online.net/content/terms-and-conditions:

„Responsible Gaming

If you need our assistance to help you control your gambling activities there are a number of things you can do, for example excluding yourself from playing certain games and setting limits on your deposits or bets. You may do so in My Profile section of the website."

Is this contacto@wcasino-online.net the email address you have sent your emails to?

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

I have the wish to have myself blocked in the whole group via email and several times via chat. Even 7 days after the requested payout, it did not take place, although it was requested with ecopayz. My account is fully verified and I have been hearing from the chat for days that the payout is being processed. I'll send you the chats.

In general, you only close my accounts for the sites where I am already closed. This is not possible for the whole group.

And of course the email contacto@wcasino-online.net is not available.

Ich habe den Wunsch, mich in der ganzen Gruppe sperren zu lassen, per E-Mail und etliche Male via Chat platziert. Auch 7 Tage nach der beantragten Auszahlung ist diese nicht erfolgt, obwohl diese mit ecopayz beantragt wurde. Mein Konto ist voll verifiziert und seit Tagen hören ich vom Chat, dass die Auszahlung in Bearbeitung sei. Ich schicke ihnen die Chats.

Generell schließt man meine Accounts nur für die Seiten, bei denen ich auch bereits geschlossen bin. Für die ganze Gruppe ist das nicht möglich.

Und die email contacto@wcasino-online.net  ist natürlich nicht erreichbar.

Thank you, Stefan, for your reply and forwarded live chat transcript.

Do I understand correctly that your account has been closed already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it even if your account has been successfully closed.

The withdrawals are not yet approved! The provider plays for time. I tried to exclude myself on all products of the casino group. Unfortunately, one does not want to accept that.

It even goes so far that freebets are credited to me on accounts that have already been closed, so that I can request the opening again if possible. I forwarded one of these emails. The provider deliberately plays with my problems!

Die Auszahlungen sind noch nicht genehmigt! Der Anbieter spielt auf Zeit. Ich habe versucht mich auf allen Produkten der Casino-Gruppe auszuschließen. Das will man aber leider nicht akzeptieren.

Es geht sogar so weit, dass man mir auf bereits dauerhaft geschlossenen Konten Freebets gutschreibt, damit ich hier möglichst wieder die Öffnung anfrage. Eine dieser Mails habe ich weitergeleitet. Der Anbieter spielt ganz bewusst mit meinen Problemen!

From the forwarded live chat transcript with the W Casino, I understood that your account has been closed. Could you confirm that?

It's closed to us again. I opened it several times and now closed it myself.

Es ist mal auf uns mal wieder geschlossen. Ich habe es noch mehrfach geöffnet und nun selbst geschlossen.

Have you been able to deposit any funds into your account after the 16th of April 2021 when your account has been blocked due to a gambling problem?

I have not paid any more at wcasino. Only on the sister sites, where I also wanted to be blocked. Even today, however, I was still able to log in to several sister sites and lost there. I also receive targeted e-mails about this - I forwarded a particularly bold one. But it worked - I lost there again.

Bei wcasino habe ich nicht mehr eingezahlt. Nur bei den Schwesterseiten, bei denen ich mich ebenfalls sperren lassen wollte. Auch heute konnte ich mich jedoch auf etlichen Schwesterseiten weiterhin einloggen und habe dort verloren. Ich erhalte auch gezielt E-Mails dazu - eine besonders dreiste habe ich weitergleitet. Hat aber geklappt - ich habe auch dort wieder verloren.

Thank you, Stefan, for your reply. I have carefully checked the forwarded transcripts from live chat conversations. Please understand that not every casino department can self-exclude your account. I absolutely understand your point of view and struggle associated with admitting your gambling problem however, if you expect the casino to follow the rules and apply the self-exclusion, you should follow their rules too. We always try to help players, but we are able to do so only if they have followed the casino instructions first.

Could you please advise if you have sent email requests to self-exclude yourself from any of the Mirage Corporation casinos? If yes, please forward it to me. I can see from the live chat transcripts that in each of them you have different login and sometimes you appear as "Visitor" only. Please understand that if you request a self-exclusion with one casino where you have a certain login, it is very difficult for a live chat representative to apply the self-exclusion on accounts in other casinos.

If a player wishes to self-exclude from the casino, certain protocol needs to be followed.

Looking forward to hearing from you.

I always logged in before the chat. Then close the ticket. It's frustrating that the provider deliberately took advantage of my situation. After the wcasino account was closed, I received specific offers from other partner sites.

Ich habe mich immer vor dem Chat eingeloggt. Dann schließen Sie das Ticket. Es ist frustrierend, dass der Anbieter meine Situation bewusst ausgenutzt hat. Ich habe, nachdem das wcasino Konto geschlossen wurde, von anderen Partnerseiten gezielt Angebote bekommen.

I’m very sorry but we can’t help you if you don’t have any supporting evidence that you have requested a self-exclusion from other casinos. Please understand that if you demand a self-exclusion from one casino it doesn’t necessarily mean that you will be protected from other associated websites too.

If I correctly understood your W Casino account has been blocked now and we’re waiting for the remaining funds to be sent to you. I will leave this complaint opened until your further confirmation regarding your last withdrawal.

Thank you very much in advance for your understanding and for keeping me updated. If you wish your other accounts to be banned/self-excluded I can only recommend sending emails separately to each gambling establishment. 

I've done that now. Thanks. The ticket can then be closed

Das habe ich jetzt gemacht. Danke. Das Ticket kann dann geschlossen werden

You don't want to keep this complaint open until you can confirm that the last withdrawal has been received?

The casino paid out yesterday when I showed the complaint filed here

Das Casino hat gestern ausgezahlt, als ich die eingereichte Beschwerde hier gezeigt habe

Thank you very much, Stefan, for the update. Do I understand correctly that your problem with this casino has been resolved? Do I have your permission to close the complaint since you won’t be using their services anymore, or there’s anything else we could help you with? Thank you in advance for your reply.

Yes, thanks for the help

Ja, danke für die Hilfe

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru