Good evening, the casino has not closed my gaming account for gambling addiction, I sent an email with the request on March 14, I ask for a refund of my deposits today of 130 euros.

Buonasera, il casino non ha chiuso il mio conto gioco per ludopatia, ho mandato email con la richiesta il 14 marzo, chiedo il rimborso dei miei depositi di oggi di 130 euro.

Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GreatWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or is it still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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

Best regards,

Tomas

Good morning Tomas, my account was blocked today.

I contacted support via live chat and they told me to wait for a response via email.

The casino let me play for the last time on April 12th.

I didn't ask the casino for a refund.

I communicate with the casino via email.

Thank you

Buongiorno Tomas, il mio account è stato bloccato oggi.

Ho contattato l assistenza tramite live chat e mi dissero di attendere la risposta tramite email.

Il casino mi ha fatto giocare l ultima volta il giorno 12 aprile.

Non ho chiesto al casino il rimborso.

Invio comunicazione con il casino tramite email.

Grazie

Thanks for your patience.

• Have you sent more than one email to casino support?
• Have you contacted the casino's live chat after you found out your request hadn't been processed?

Please let me know.

Yes I sent 2 emails to the casino, the first on March 14th (the day I played and lost I don't remember how much) and one on April 12th when I deposited the 130 euros for which I am asking for a refund.

The second time my request was taken into consideration.

Yes I also contacted live chat in the meantime and was told to wait for a response via email.

Si ho inviato 2 email al casino, la prima il 14 marzo ( giorno in cui ho giocato e perso non mi ricordo quanto) e una il 12 aprile la volta che ho depositato i 130 euro di cui chiedo il rimborso.

La seconda volta la mia richiesta è stata presa in considerazione.

Si ho anche contattato la live chat nel frattempo e mi dissero di attendere la risposta tramite email.

Have you saved the communication between you and the live chat support confirming that the casino is aware of the issue?

When did you contact the casino live chat?

Would you be able to share this communication with me? Send the information to my email at [email protected] or post screenshots here.

No I did not save the communication with live chat support, I contacted live chat support immediately on March 14th where I asked to close my account for gambling addiction, and they replied that to close I had to send an email to their support and wait for the response via email.

No non ho salvato la comunicazione con l'assistenza live chat, ho contattato l'assistenza live chat subito il giorno 14 marzo dove ho chiesto di chiudere il mio conto per ludopatia, e mi hanno risposto che per chiudere dovevo mandare email al loro supporto e attendere la risposta tramite email.

Thank you very much, Enjoy1984, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

OK thank you

ok grazie

Dear Enjoy1984,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the GreatWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear GreatWin Casino,

Could you please provide detailed information regarding this case and clarify why the player's account was neither closed nor responded to following his self-exclusion request submitted on March 14? The request explicitly referenced a gambling problem, which should have prompted immediate attention and action in line with responsible gaming policies.

Thank you in advance for your response.

Best Regards,

Kubo

Dear Kubo,

We'll check this and get back to you.

Kind regards,

Greatwin team

Dear All,

We would like to inform you that, upon reviewing our correspondence with the player, we found that the first account closure request was received by our support team on April 13, 2025. The account was subsequently closed the following day and there were no deposits made in the interim.

We were unable to locate any communication from the player dated March 14, as referenced in their message. If the player believes that a request was submitted on that date, we kindly ask them to provide the ticket ID number that would have been automatically generated and sent upon receipt of their email. Once we receive this information, we will investigate further.

Unless such evidence is provided, we reserve the right to rely on the following point of our Terms and Conditions in our defense:

10.3 Neither the Company, nor the software provider, nor any of our affiliates or connected parties will take any liability for any losses, expenses or harm that are supposed or are actual consequences of:

<...> any electronic communication that was not received;

Kind regards,

GreatWin team

Good morning, I checked my mail and I do not have a ticket ID number for the March 14 email, but the email was sent and also delivered because the email client did not return the message back with the "not delivered" message.

Buongiorno, io ho controllato nella mia posta e non ho un numero identificativo ticket dell email del 14 marzo, ma l email è stata inviata e anche consegnata perché non è tornato il messaggio indietro del client di posta con il messaggio "non consegnata".

Dear Enjoy1984,

We’ve noticed that in several recent cases involving different casinos, there appears to be a pattern where an initial self-exclusion request is submitted via email, followed by a second request after a period of several weeks or months. During this time, it seems that most communication takes place through live chat.

To help us better understand the timeline and circumstances, could you please share a brief explanation regarding how your self-exclusion requests were handled, particularly in relation to the follow-up communications? Additionally, if you have any screenshots of live chat conversations where you mentioned concerns about the self-exclusion not being applied, we would appreciate it if you could share them here or send them to me directly at [email protected].

Your cooperation will help us support your case more effectively.

It is managed that all these casinos have reopened at their discretion the account closed for problem gambling.

And I emailed every single one of them to close down because I have a problem with the game.

The problem is that when the urge to gamble comes, you lose control and search and search until you find a casino that lets you gamble.

If the casino had never reopened and blocked the account immediately after my request, I would have found the account blocked and I would not have been able to play.

Here's how it is, casinos rated by you at 9 and above that reopen self-excluded accounts of players with gambling problems.

I remind you that in Italy it is only legal to play in state monopolies casinos branded AAMS, why should I play in a casino that does not protect me and gives me withdrawals of 500 euros a day?

Because in the Italian ones I have activated a self-exclusion and I am not allowed to play.

Italian gambling addicts play in foreign casinos only for this reason.

It's called gambling addiction and the casinos in this group know very well how it works.

Sono gestite che tutti questi casino hanno riaperto a loro discrezione il conto chiuso per gioco problematico.

E ho mandato email ad ognuno di loro di richiudere perché ho un problema con il gioco.

Il problema è che quando arriva la voglia di giocare perdi il controllo e cerchi e cerchi finché non trovi un casino che ti lascia giocare.

Se il casino non avesse piu riaperto e e avesse bloccato il conto subito dopo la mia richiesta avrei trovato il conto bloccato e non avrei potuto giocare.

Ecco come sono le cose, casino valutati da voi a 9 e più che riaprono conti autoesclusi di giocatori con problemi di ludopatia.

Vi ricordo che in Italia è legale solo giocare in casino dei monopoli di stato marchiati aams, per quale motivo dovrei giocare su un casino che non mi tutela e mi da prelievi da 500 euro al giorno?

Perché in quelli italiani ho attivato un autoesclusione e non mi è permesso giocare.

I malati di gioco italiani giocano nei casino esteri solo per questo motivo.

Si chiama Ludopatia e i casino di questo gruppo sanno bene come funziona.

Dear Enjoy1984,

It is completely understandable. I’m aware of how the global self-exclusion system functions within Italian-licensed casinos. However, as you know, the approach taken by offshore-licensed casinos can differ significantly. While it would be ideal for all operators to adhere to the same high standards of player protection, this remains an unrealistic expectation in today’s regulatory landscape.

At Casino Guru, we actively promote responsible gambling and support vulnerable players when casinos fail to enforce protective measures. At the same time, we must also take care not to defend or enable any potential misuse of responsible gambling tools. One key aspect of evaluating such cases is the player’s effort to communicate their self-exclusion requests effectively.

You mentioned that you contacted live chat between your self-exclusion requests on March 14 and April 13, but we have not yet received any supporting evidence for this claim. If you have any screenshots or chat transcripts, please forward them to me at [email protected].

Thank you.

Dear GreatWin Casino,

The player states that they reached out to your live chat service to follow up on a previously unaddressed self-exclusion request. Could you please check your records for any such conversations that may have occurred between March 13 and April 14, 2025? If found, kindly send screenshots or chat transcripts of the correspondence to the email address mentioned above.

If no such communication exists, please confirm that and provide the relevant evidence supporting the absence of such contact.

Thank you for your cooperation.

Dear Kubo,

We've sent it.

Kind regards,

GreatWin team

Hello Enjoy1984,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear GreatWin Casino,

Thank you for providing the requested evidence.

Dear Enjoy1984,

Thank you for your patience throughout the complaint review process. After thoroughly examining all available information, I would like to share the final outcome of our investigation, beginning with a brief summary of events.

You initially submitted a self-exclusion request via email on March 14 to the correct email address. However, according to the casino’s records, this message was never received, and your gameplay continued until April 13. While you stated that you also contacted support via live chat during this period, the casino has no record of such communication, and no transcripts or screenshots were provided by you to support this claim.

Your second self-exclusion request was submitted on April 13, and it was promptly received and processed by the casino on the following day.

In such situations, it is essential that players take proactive steps if they do not receive a response to their initial communication - for example, by following up via an alternative method or seeking confirmation. Unfortunately, sending a single message without further follow-up cannot be considered a sufficient effort under the circumstances.

Based on these findings, I regret to inform you that your complaint does not meet the criteria for a refund, and we must consider this case unjustified.

It’s also worth noting that similar concerns have been raised in your past complaints. On those occasions, we provided detailed guidance, also including a strong recommendation to register with BetBlocker or similar responsible gambling tools. Without taking such steps, we are limited in how effectively we can support you moving forward.

I understand this outcome may be disappointing, but we encourage you to remain mindful of the advice previously shared. If you experience any issues with this or another casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Thank you for your understanding.

Best Regards,

Kubo