WinOlot Casino - Solicitação de autoexclusão do jogador ignorada.

I requested a self-exclusion due to gambling addiction via email a week ago, see attachment.

Today I was able to deposit €90, meaning that this casino has ignored my self-exclusion and therefore my gambling addiction. I have just asked the casino to refund the money to me.

Ich hatte vor 1 Woche einen Selbstausschlusss wegen Spielsucht via email beantragt siehe Anhang.

heute konnte ich 90€ einzahlen, das heißt das dieses Casino meinen Selbstausschluss und somit meine Spielsucht ignoriert hat. Ich habe das Casino eben dazu aufgefordert mir das Geld zurück zu überweisen.

Dear Lesa,

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

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings WinOlot Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to customercare@winolot.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

• Could you please forward the original email that you sent to the casino requesting the self-exclusion?

Thank you in advance.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Attached is another email regarding self-exclusion.

I even sent the request for self-exclusion to 2 email addresses

customercare@winolot.com

and

support@winolot.com

I wrote "Self-exclusion" in the subject line and said that I wanted permanent self-exclusion due to gambling addiction and gave my complete personal details again.

I have not yet received any response from the casino regarding my refund request.

Hier im Anhang befindet sich nochmals eine Email bzgl. dem Selbstausschluss.

ich habe die Anfrage bzgl. Selbstausschluss sogar an 2 Email Adresse gesendet

customercare@winolot.com

und

support@winolot.com

Ich habe im Betreff Selbstausschluss geschrieben und gesagt das ich einen permanenten Selbstausschluss wegen Spielsucht möchte und meine kompletten persönlichen Angaben nochmal genannt.

vom Casino habe ich bis jetzt keinerlei Rückmeldung bzgl. der Anfrage meiner Erstattung.

Hi, here is another chat from just now regarding my refund request.

winolot had over 10 days to close my account after I requested self-exclusion

Hi, hier ist nochmal ein Chat von eben bzgl. meiner Anfrage auf Rückzahlung.

winolot hatte demnach über 10 Tage Zeit mein Account zu schließen nachdem ich den Selbstausschluss angefragt habe

Hi Lesa,

I've noticed that you sent an email to the casino on March 26th, requesting your account to be permanently blocked due to "gamble issues."

• Could you please confirm if your account was already blocked, and if so, when exactly it was blocked?

Thank you.

I have a blocking on 25.03 under support@winolot.com applied for and on 26.03. customercare@winolot.com done again. My account was only blocked on Saturday evening on 06.04 after I requested my deposit back, as I was still able to make a deposit of 90€ on 06.04

Ich habe am 25.03 eine Sperrung unter support@winolot.com beantragt und am 26.03. bei customercare@winolot.com nochmals gemacht. Mein Account wurde erst am Samtag abend am 06.04 gesperrt nach dem ich meine Einzahlung zurück gefordert habe, da ich am 06.04 noch Einzahlung in Höhe von 90€ machen konnte

Hi Lesa,

As a general rule, if you don't receive a response to your email, consider using other communication channels to address your concerns or try sending multiple emails.

• Can you confirm whether you attempted to reach out to the live chat after March 25th when your self-exclusion request went unanswered? I can see that you contacted the live chat on April 7th.

Thank you.

No, I assumed that they would block me immediately after my self-exclusion on March 25th and 26th. Unfortunately, they ignored this!

Nein ich bin davon ausgegangen das sie mich nach meinem Selbstausschluss am 25.03 und 26.03 sofort sperren. Leider haben sie dies ignoriert!

Thank you very much, Lesa, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Lesa,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear WinOlot Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for your e-mail.

We have reviewed the customer's account and they were excluded according to our standard procedure within the designated timeframe. Please note that every request is reviewed and handled manually and time is needed for the completion of it. 

Furthermore, it is the customer's responsibility for any account activity while the self-exclusion request is pending.

Regards,

WinOlot Casino Team

WinOlot had over 10 days to close the account and only did so after I requested a refund. Before that, my account was still open. Since I declared my gambling addiction, the casino should also close the account promptly because I have no control over my behavior.

WinOlot hatte über 10 Tage Zeit das Konto zu schließen und haben dies erst nach meiner Anfrage auf Rückerstattung getan. Davor war mein Konto noch offen. Da ich meine Spielsucht erklärt habe sollte das Casino das Konto auch zeitnah schließen da ich keine Kontrolle über mein Verhalten habe.

Dear WinOlot Casino,

Would you be able to tell me exactly how long did the whole self-exclusion process take? From the initial email to the account closure?

Dear Michal,

The player submitted the self-exclusion request on 26.03.24 and after further review, they were excluded on 07.04.24. 

Regards,

Winolot Casino Team

Dear WinOlot Casino,

We consider the timeframe for the self-exclusion process, in this case, to be too long, and we also think that the user should be entitled to a refund of the 90€ that he deposited on the 6th of March.

"The customer's responsibility for the account activity while the self-exclusion request is pending" is only understandable to a certain point, because players who have a gambling problem often are not in control of their actions, and that is why the self-exclusion process needs to happen as quickly as possible.

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 Michal

Thank you for your e-mail.

We would like to point out that the player's account was excluded within the timeframe according to our terms and conditions. Please note that the time for exclusion may vary due to the volume of the requests that are being handled by our dedicated team. Therefore, it is the customer's responsibility for any account activity.

Regards,

WinOlot Casino Team

Dear WinOlot Casino,

The player was able to make a deposit after 8 full working days from the self-exclusion request. Would you be willing to reconsider your decision and refund the player? This timeframe is simply too long for someone who suffers from gambling addiction.

We look forward to hearing from you.

Dear Michal,

Thank you for reaching us.

The player's account was excluded within the timeframe stated in our terms and conditions to which the customer agreed upon registration. Therefore, any account activity while the self-exclusion is pending is the player's sole responsibility.

Regards,

WinOlot Casino Team

Since the casino is not willing to reconsider its decision in this case, I am forced to close this complaint.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to change its mind, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru