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my request for compensation is for the simple fact that several times I have asked for the closure and elimination of my account, accusing them of scam because I have NEVER won, but first of all for the addiction that was created. They never answered me about this, and I didn't get the elimination: by doing so they put me in a position to play and lose further money, encouraging me to play by paying deposit bonuses. On pokerstars they deleted my account in one day for the protection of addiction, here they never answered me. Is it possible to make a complaint? thank you so much

la mia richiesta di risarcimento è per il semplice fatto che per piu volte ho chiesto la chiusura e eliminazione del mio account, accusandoli di truffa poichè non ho MAI vinto, ma in primis per la dipendenza che si era creata. Riguardo ciò non mi hanno mai risposto, e non ho ottenuto l'eliminazione: così facendo mi hanno messo in condizione di giocare e perdere ulteriormente denaro, incitandomi al gioco versando bonus di deposito. Su pokerstars mi hanno eliminato l'account in un giorno per la tutela della dipendenza, qui non mi hanno mai risposto. E possibile fare un reclamo? grazie infinite

Dear Alessandro,

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 your account’s closure? 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 the Responsible Gaming section on the website, and this is what I found https://www.winspark.com/responsible-gaming/responsiblegaming.html:

„Self-Exclusion

Should you become concerned about your gambling behaviour, you can request a period of self-exclusion ("temporary blocked access") by sending an email to our Support Team. Your account will be blocked for the requested time period - whether a week, a month, or any other specified length of time. You may call our Support Team to re-activate your account once the self-exclusion period has ended.

During this period, any attempt to open a new account will be blocked upon detection and the request for temporary blocked access will become irrevocable. We reserve the right at our own sole discretion to withhold all deposited and related monies in relation to such accounts."

Is this support@winspark.com 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

Dear Alessandro,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.