Winz.io Casino - Hráčův účet byl nesprávně znovu otevřen.

Hello,

I have an account at Winz.io. On 16/02/2024, I requested a permanent closure of my account. The closure was meant to be permanent and forever.

On 23/10/2024, when I wanted to play a little, I went into the chat and was told that if I took responsibility for it, the account could be reopened in 7 days. At that time, I didn't think I had requested a permanent ban because, at other reputable casinos, once an account is permanently closed, it cannot be reopened. So I didn't think about a permanent ban there. From 31/10/2024, I was able to deposit and play again. The account should never have been reopened. I also read on the homepage that you can permanently close your account, which I did. I kindly ask for a refund of the money deposited since 31/10/2024.

Hallo,

Ich habe bei Winz.io ein Konto.Ich habe am 16.02.2024 eine endgültige Schließung von meinem Konto beantragt.Die Schließung solle permanent und für immer sein.

Am 23.10.2024 als ich ein bisschen spielen wollte bin ich in den Chat gegangen und mir wurde gesagt das wenn ich die Verantwortung dafür übernehme,kann das Konto in 7 Tagen wieder eröffnet werden.Ich dachte aber zu diesem Zeitpunkt nicht,dass ich eine permanente Sperre beantragt hatte,da es in anderen seriösen Casinos gar nicht mehr geht sein Konto wieder zu eröffnen wenn man es für immer gesperrt hat,deswegen dachte ich nicht an eibe permanente Sperre dort.Ab dem 31.10.2024 konnte ich dann einfach wieder einzahln und spielen.Das Konto hätte aber nie wieder geöffnet werden dürfen.Ich habe auch auf der Homeoage nachgelesen,dass man sein Konto bei Ihnen auch für immer sperren kann,was ich ja getan habe.Ich bitte Sie mir bei der Rückerstattung von dem eingezahlten Geld seid 31.10.2024 .

Dear Rasselbande2,

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 gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Good morning Kristina,

I have just emailed you the evidence from the chat. I hope you can help me, thanks.

Guten Morgen Kristina,

Ich habe dir gerade die Nachweise vom Chat per Email geschickt. Ich hoffe das ihr mir helfen könnt,danke.

I tried again to contact the casino itself by email. They refuse a refund and believe that they are in the right, even though I finally and permanently closed my account on February 16, 2024.

Ich habe nochmals versucht,mit dem Casino selbst per Email in Kontakt zu treten.Die lehnen eine Rückerstattung ab und es sind der Meinung,dass Sie im Recht sind,obwohl ich mich am 16.02.2024 endgültig und permanent mein Konto geschlossen habe.

Thank you for your reply, Rasselbande2. I only see that you claimed you were dissatisfied with bonuses. I regret to inform you that requesting account closure due to this reason does not constitute valid grounds for refunds or penalizing the casino. Although I sympathize with your situation, the casino bears no responsibility for this matter, and your account can be reopened anytime if you didn't request self-exclusion due to a gambling problem. The player is the only one responsible for their account, active balance, and all the bets taking place. While we appreciate any casino that keeps accounts closed if players ask for it, this is not a standard or a requirement for us.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.