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 [email protected]. 

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 [email protected]. 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 ([email protected]) 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.

Okay. I'll be waiting.

Thank you.

De acuerdo. Quedo a la espera.

Gracias.

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 Jozef,

The player's account was excluded within the timeframe in accordance with our terms and conditions. Please note that every request is handled manually by our dedicated team and time is needed for the completion of it.

Regards,

WinOlot 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 [email protected].

Good morning.

I still haven't gotten a response from the casino.

Do you have any news?

Greetings

Buenos días.

Sigo sin obtener respuesta del casino.

?Tenéis alguna noticia?

Saludos

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 Jozef,

We would like to clarify that the timeframe for such requests is clearly described in our terms and conditions and our actions are in accordance with publicly available information. We trust you understand the completion time may vary due to the fact that every request is handled manually by a dedicated team. These specialists are trained extensively to manage these situations with efficiency and adherence to strict procedures. Their role is crucial in ensuring players receive appropriate assistance tailored to their needs while maintaining the integrity of the gaming platform's policies. This dedicated approach enhances overall customer satisfaction by addressing complex issues promptly and professionally.

Since the player's account was closed within the required period it is his sole responsibility for any activity on the account during the exclusion is being processed.

Regards,

WinOlot Casino

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.

[email protected]

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 Jozef,

Please note that the disputed amount was deposited between 04/08/2024 and 06/08/2024, while the exclusion request was submitted on 01/08/2024, which is three business days after the exclusion request. There are no deposits after 06/08/2024.

Regards,

Dear WinOlot Casino team,

thank you for this information. Typically, we consider a few working days (2-3) as an acceptable timeframe for closing an account, as it may take some time for the relevant department to process such requests. Is there any possibility of reaching a compromise with the player? Perhaps meeting halfway?

Good morning.

I would like to clarify that on 08/01/24 they ALREADY became aware of my problems, via chat (because they answered) and via email.

Even though they were seeing that he was depositing money compulsively, it took them more than 10 days to close the account, losing a lot of money UNDER HIS SUPERVISION.

That is to say, it is not that they were unaware of it until several days later, but that they were aware of it from the beginning. This is extremely dangerous, because even though they knew about it, they did nothing and the damage could have been even greater.

Buenos días.

Me gustaría aclarar que el 01/08/24 ellos YA tuvieron conocimiento de mis problemas, vía chat (porque contestaban) y vía e-mail.

A pesar de que estaban viendo que estaba ingresando de forma claramente compulsiva, tardaron más de 10 días en cerrar la cuenta, perdiendo muchísimo dinero BAJO SU SUPERVISIóN.

Es decir, no es que ellos no tuviesen constancia de ello hasta varios días después sino que tenían constancia desde el inicio. Esto es peligrosísimo, pues teniendo conocimiento no hicieron nada y el da?o pudo haber sido aún mayor.

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.

Since we haven’t received further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Trotamundos,

I am very sorry about the situation, it seems that the casino team is not open for further discussions. Please note that this complaint will have an impact on their safety index on our website. Be aware that the WinOlot Casino is not licensed and has a low safety index on our site. 

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

[email protected]