bwin Casino - Spillerens konto er blevet genåbnet, hvilket har ført til tab.

Good evening, I had made a request for exclusion through the bwin application on 1/12/25 and it only gave me the option of exclusion for 6 months, so I replied to their email that I wanted a permanent closure due to addiction, but the casino reopened my account on 31/5/26, resulting in me losing €335. I have sent them all the proof that I had requested exclusion via email, but the casino claims that it never received this email and is not refunding me the €335! How could you help me?

Καλησπέρα είχα κάνει αίτημα αποκλεισμού μέσο τις εφαρμογής της bwin 1/12/25 και μου έδινε σαν επιλογή τον αποκλεισμό μόνο για 6 μήνες έτσι και εγώ τους απάντησα σε εμαιλ τους ότι θέλω οριστικό κλείσιμο λόγο εθισμού αλλά το καζίνο άνοιξε ξανά τον λογαριασμό μου στις 31/5/26 με αποτέλεσμα να χάσω 335€. Τους έχω στείλει όλα τα αποδεικτικά ότι είχα ζητήσει μέσω εμαιλ τους αποκλεισμό αλλά το καζίνο ισχυρίζεται ότι δεν έλαβε ποτέ αυτό το εμαιλ και δεν μου επιστρέφει τα 335€! Πως θα μπορούσες να με βοηθήσεις;

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Responsible Gaming Policy of bwin Casino, and this is what I found regarding self-exclusion:

Indefinite exclusion

Indefinite banning requires a mutual commitment between the player and our company. We will take reasonable steps to prevent the player from reactivating their account or creating new accounts. However, during this banning period, the player must not attempt to reactivate their account or create new accounts, including using third-party registration details.

Permanent ban periods have a minimum duration of 1 year. After the minimum period, the account will remain permanently banned unless the player contacts us and requests to use our services again. Such requests are subject to evaluation by the company and the player may be allowed to create a new account on our site.

Please note that during the period of abstention, temporary or permanent exclusion, players are not able to make deposits or play. In addition, players who have used the service will be excluded from promotional communications.

To activate a 24-hour abstinence, temporary or permanent ban, please click here.

Please allow me to ask you a few questions to clarify your situation:

• Were you able to select a self-exclusion period longer than six months in your account settings?
• How many times did you contact customer support to request a permanent self-exclusion? After your first email went unanswered, did you send any follow-up emails or attempt to contact support through live chat or any other communication channel?
• After the six-month self-exclusion period expired, did you contact the casino to request that your account be reopened, or did you receive a notification that the account had been reopened automatically?

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

Best regards

Veronika