WinOlot Casino - Žádost o uzavření účtu hráče je ignorována.

Good morning,

On 01/08/2024, 12 days ago, I requested the permanent closure of my account at this casino due to gambling problems (I made this request via the online chat on the website as well as through an email to which I was directed).

They have ignored my request despite contacting them 5-6 times both through the online chat and with two emails they provided.

Because they have not closed my account in these 12 days, despite informing them of the problems, I have lost €800 on your site. When I contact them, they tell me they will respond, but time keeps passing and they do not pay any attention to me at all. This casino is a tremendous risk.

I kindly request your help in resolving this matter: the permanent closure of my account and a refund of the money deposited since you have been aware of my request and the reason for it.

Buenos días

El pasado día 01/08/2024, hace 12 días, solicité el cierre definitivo de mi cuenta en este casino, especificando que se trataba de problemas con el juego (hice esta solicitud por el chat online de la pagina así como por un correo electrónico al que me remitieron).

Han hecho caso omiso de mi solicitud tras ponerme en contacto con ellos en 5-6 ocasiones tanto por el chat online como por dos correos electrónicos que me han facilitado.

Debido a que no han cerrado mi cuenta en estos 12 días, a pesar de indicarles los problemas, he perdido 800€ en su página. Cuando me pongo en contacto con ellos me dicen que ya me responderán, pero el tiempo sigue pasando y no me hacen caso en absoluto. Este casino es un riesgo tremendo.

Ruego que me ayuden a solucionar esto: el cierre definitivo de la cuenta y el reembolso del dinero depositado desde que tienen constancia de que he solicitado el cierre y el motivo del mismo.

Dear Dear Trotamundos, 

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 the account and self-exclusion: 

Closing an 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please forward me the first email where you requested the casino to close your account specifically due to gambling addiction? Please include the casino's response as well. My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Good morning

I have already replied to the email with the requested documentation

Buenos dias

ya contesté al correo con la documentación solicitada

Thank you for your emails. Have you received any replies from the casino when you contacted them with your self-exclusion request?

Could you please confirm that you passed the full KYC verification?

Good afternoon.

No, I didn't receive it for 13 days, despite having insisted on at least 5-6 occasions both by email and chat. During this period I made multiple deposits worth €800, given my problem.

They contacted me a few days ago, telling me that I had been self-excluded for 1 month, to which I replied indicating that I wanted the permanent closure and insisting on the return of the €800 deposited after they have become aware of the problem and having requested the permanent closure without the option of reopening. They have not answered me to this again.

As for the other question, yes, I had done the identity verification of your casino before all this.

Have you been able to find out anything?

greetings.

Buenas tardes.

No, no la recibí durante 13 días, a pesar de haber insistido en al menos 5-6 ocasiones tanto por email como por chat. En este periodo realicé múltiples ingresos por valor de 800€, dado mi problema.

Se pusieron en contacto conmigo hace unos dias, diciendome que me habian autoexcluido durante 1 mes, a lo que contesté indicando que queria el cierre definitivo e insistiendo en la devolución de los 800€ depositados despues de que ellos tengan constancia del problema y de haberles solicitado el cierre definitivo sin opcion a reapertura. No me han contestado a esto de nuevo.

En cuanto a la otra pregunta, si, tenia hecha la verificación de identidad de su casino antes de todo esto.

¿Habéis podido averiguar algo?

saludos.

Please forward me the email you received from the casino about your account being self-excluded for a month at veronika.l@casino.guru. Thank you.

I have already forwarded it to you. Regards.

Ya se lo he reenviado. Saludos.

Thank you very much, Trotamundos, 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 Trotamundos,

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

Dear WinOlot Casino team,

When the player informs the casino team about a gambling problem, I believe that such an account should be closed as soon as possible. I can confirm that 12 days seems too long. Could you please explain the reason for this delay?

Additionally, could you provide me with the player's transaction history during this period? You can forward it to my email address at 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 WinOlot Casino team,

May I kindly ask you to provide the player's transaction history? You can forward it to my email address mentioned below.

jozef.k@casino.guru