WinOlot Casino - O pedido de encerramento da conta do jogador foi ignorado.

Hello,

On May 19, 2024, I requested a permanent closure of my account at Winolot. The request was sent to support@winolot.com.

On May 25, 2024, I received a response from this email address asking for the reason for the closure. I replied a few hours later, stating gambling addiction.

My account is still accessible and nothing has been done. I relapsed and lost a significant amount of money. I am now demanding a refund, as my request has not been addressed to this day.

Guten Tag,

am 19.05.2024 habe ich eine Anfrage auf permanente Sperrung meines Kontos bei Winolot gestellt. Die Anfrage ging an support@winolot.com.

Am 25.05.2024 erhielt ich eine Antwort von dieser Mailadresse mit der Bitte zur Angabe des Grundes für die Sperrung. Ich erwiderte einige Stunden später mit Spielsucht.

Mein Konto ist immer noch frei zugänglich und nichts passierte. Ich bin rückfällig geworden und verlor viel Geld. Dieses fordere ich nun zurück, da bis heute nicht auf meine Anfrage reagiert wurde.

Dear Tuffelkoenig,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Have you received any reply to the email from May 24, in which you informed the casino about your gambling addiction?

Could you please forward me the emails in the original format? My email address is veronika.l@casino.guru.

Before you requested to be self-excluded, did you pass the full KYC verification?

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

Best regards

Veronika

Hello Veronika,

the emails were sent to you in their original format.

I have not received a response to my reply "Gambling Addiction" dated May 24, 2024, stating the reason for the account closure. The account has not been blocked and is still freely accessible.

I had already completed the KYC verification at the time of the request.

Hallo Veronika,

die Mails wurden im Originalformat an Sie übermittelt.

Ich habe keine Antwort auf meine Antwort „Spielsucht" vom 24.05.2024 zur Angabe des Grundes der Kontoschließung bekommen. Das Konto wurde nicht gesperrt und ist weiterhin frei zugänglich.

Die KYC-Verifizierung habe ich zum Zeitpunkt der Anfrage bereits abgeschlossen.

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

Dear Tuffelkoenig,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear WinOlot Casino team,

Based on the communication evidence provided by the player, it appears he has been in contact with your support team and indicated gambling addiction as the reason. Has the player received clear and valid information on how to proceed with closing his account? You can forward relevant evidence to my email address mentioned below.

jozef.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jozef,

As mentioned in our initial communication, a valid self-exclusion request should be sent to customercare@winolot.com and must include the reason for the request. Our support team initially responded to the player, directing him to the appropriate email with clear instructions. The player did reach out to the relevant department, but his request lacked the specific reason for the closure. Consequently, the department responded a few hours later, asking for this information to ensure proper action could be taken, but the player did not reply.

After further communication from the player, we once again provided instructions on how to correctly submit the request. Following this, the account was successfully excluded, and the player received confirmation of the exclusion.

Regards,

WinOlot Casino Team

Dear WinOlot Casino team,

Did the player receive the same information when they informed you about their gambling problem via your support@winolot.com email?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jozef,

On the 27th of May 2024, our support team responded to the player via email, directing him to the appropriate department and providing the Terms & Conditions detailing the process for submitting an exclusion request. The player then contacted the specified team at customercare@winolot.com, but unfortunately, his message did not include a reason for the request. As a result, the department promptly replied within a few hours, requesting additional information. However, the player did not respond or engage in any further communication until he reached out to us again in July 2024. This can also be confirmed by the e-mails to which the player has access.

Kind Regards,

WinOlot Casino Team

Dear Tuffelkoenig,

if these statements are true and correct, I am afraid you are not eligible for full compensation. May I kindly ask you to confirm it?

Dear WinOlot Casino team,

As you can see, the situation is quite chaotic. The player informed your support team about their gambling problem and responded to one of your emails, though not the preferred one. However, the fact remains that your team was notified about the gambling issue, which should have been properly processed.

While I believe the player bears some responsibility for completing the process through the correct email, your support team should be appropriately trained to ensure that any information regarding a gambling problem results in the immediate and permanent closure of the account, or that such information is forwarded to the relevant department.

I am not suggesting that the player deserves a full refund, but I do believe they should receive at least partial compensation, given that you were informed about their gambling addiction. Additionally, I consider it a significant issue that the player's account was only closed for 30 days, especially since you are now fully aware of the situation thanks to this complaint. I do not understand why the account is still accessible.

Could you please permanently close the player's account as soon as possible and possibly reach out to the player to find a fair compromise?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.