My problem has been that on June 3, 2020 I requested the closure of my account forever in writing, I am also a self-excluded player due to problems with online gambling. On the 30th they reopen my account, letting me play again, violating the terms and conditions of responsible gaming, since under no circumstances should they have opened the account.

I have saved emails where I request the final closure and the certificate of self-exclusion from online gaming.

I request a refund of € 240 and they do not even respond to my messages. Thanks greetings.

mi problema a sido que el día 3 de junio 2020 yo solicité el cierre de mi cuenta para siempre por escrito, ademas soy un jugador autoexcluido por problemas con el juego online. El día 30 reabren mi cuenta dejándome jugar de nuevo violando los términos y condiciones de juego responsable ya que bajo ningún concepto deberían haber abierto la cuenta.

Tengo email guardados donde solicito el cierre definitivo y el certificado de autoexcluido de juego online.

solicito la devolución de 240€ y ellos ni responden a mis mensajes. Gracias un saludo.

Dear Xotin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is [email protected]. 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 Responsible Gaming section on the website, and this is what I found https://www.wirwetten.com/en/help/general/responsibility:

? Self exclusion

You have the possibility to exclude yourself from gambling. This can be done in your "Personal account". Simply choose the time range for which you would like to be excluded and confirm you decision."

"An account holder has the possibility to close its account in his/her personal account section. Any funds in the account will be remitted to the account holder.

If an existing Wir Wetten account should be closed by Wir Wetten, any obligations already entered will be honored. If an account holder wants to recover funds from an already closed, locked or excluded account, he has to contact the customer support.

If an account has been closed due to fraud or problem gambling, an individual is not allowed to register for a new account. Wir Wetten will not be liable, if an individual succeeds in reopening a new account, not for any damages caused by this individual. Wir Wetten reserves the right to close an account opened in breach of this rule at any point."

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

If, apart from the fact that your casino did not give me anything, the method of play seemed very strange. Request to close my account forever.

however, I am registered as a problem player, which I cannot play online. Thank you

Si a parte de que su casino no me dio nada me pareció muy raro el método de juego. Solicite el cierre de mi cuenta para siempre.

no obstante estoy inscrito como jugador con problemas, cosa que yo no puedo jugar online. Gracias

I already sent you the documentation, thank you !!

Ya le envié la documentación, gracias!!

Thank you, Xotin, for your reply. Do I understand correctly that you have requested your account to be closed on 3rd of June 2020 because you were dissatisfied with casino’s RTP (Return to Player) but you didn’t mention gambling problem?

The registration forbidding you to access gambling sites is valid for the casinos licensed by Spanish Authority, which unfortunately, is not the case of Wirwetten Casino. 

Looking forward to hearing from you.

Yes, but I requested the closure of my account forever ... I think I remember that in the chat conversation I told you so. Well i'm sure

Si si pero solicite el cierre para siempre de mi cuenta.... creo recordar que en la conversacion de chat se la lo dije. Bueno estoy seguro

Yes, I saw the conversation, you have asked for a permanent account closure, unfortunately, later you have requested your account to be reopened. Closing an account is simple and has almost none impact - player can reopen account anytime, and casino has no obligation to the player.

Have you ever mentioned gambling problem to the Customer Service? 

I think if for the chat. But I'm not sure. If I could access the chat history of early June I would see it. Thank you

Creo q si por el chat. Pero no estoy seguro. Si pudiera acceder al histórico de chat de primeros de junio lo vería. Gracias

Thank you very much, Xotin, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Many thanks

Muchisimas gracias

Hello Xotin.

I am very sorry but based on your chat transcript with the casino is it clear that you only asked them to close your account.

There is no obligation for the casino to prevent you from opening it again. If you specifically ask for self-exclusion and mention to them that you have a gambling problem - in this case, you would have a right for refund. Otherwise, the casino didn't know about your addiction and your self-exclusion certificate is aplicable only for casinos with Spanish license. Please try to look carefully, if you ever mentioned to them that you have a gambling problem. That would help a lot. Otherwise, I am afraid that we will reject your case.

Ok

Unfortunately, after examining this case, we must reject it. As we wrote above, Xotin only asked the casino to close his account and not asked them to self-exclude him.