MetaWin Casino - Spilleren søger tilbagebetaling på grund af ineffektiv selvudelukkelsespolitik.

Dear kabcd42,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion policy and I found this:

MetaWin Self-Exclusion Policy

If you feel like you want to take a break, or that your gaming has become problematic, you may voluntarily exclude yourself from the MetaWin platform by opening a support ticket at Arena - Discord. You may request to exclude yourself from the MetaWin platform by choosing one of the following options:

Permanently’ (Permanent Self-Exclusion) selecting this option will exclude you from using our services indefinitely. This action cannot be reversed either by you or by anyone at MetaWin.

for a selected period (Limited Timeout) by informing us of the desired return date.

Once contacted, the option chosen comes into effect within 24 hours. If after this you find that you can still access the MetaWin platform, it is your responsibility to inform us immediately via a ticket in Arena - Dicord.

During any exclusion period, you will not have any access to the MetaWin platform. If you require access to your account history and / or information you will need to open a ticket at Arena - Discord.

At the conclusion of a Limited Timeout, your access to the MetaWin platform will be reinstated.

Once the self-exclusion is applied and through its duration, you will no longer receive any further marketing materials from us. We strongly recommend that you also seek exclusion from all other gaming platforms you have an active account with. If you use social media channels, you should take steps to ensure that you don’t receive our news or updates.

We may exclude you from the MetaWin platform permanently or for a Limited timeout period in our sole discretion if there are reasons to indicate that you may have a computer gaming problem.

It is prohibited to create or access another MetaWin account while you're self-excluded. If you're found to do so, this can result in permanent bans for all your accounts.

MetaWin will not be held responsible for any losses or damages which occurred as a result of circumventing our self-exclusion program. Losses during this period will not be refunded.

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 [email protected].

Thank you very much in advance.

Best regards,

Kristina

Thank you for your reply, kabcd42. Could you please advise if you currently have access to any of your accounts?

No

Have you already informed the casino about this account and requested self-exclusion?

Yes

Thank you for your reply, kabcd42. I reviewed the whole case and I am afraid that we are not able to support you further. Although we believe that once a player clearly indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created all accounts using different email addresses. Since the casino offers quick registration without providing any personal details and verification isn't required at the point of registration, your email address was the only personal detail that could indicate you already had another account.

Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.

I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.

Since you already requested self-exclusion of all your accounts, and the creation of other accounts was solely your responsibility, there is not much that can be done in regard to the funds you have deposited and lost in the casino.

I can only recommend that you contact the licensing authority as they have better tools and options to help players and they are able to investigate such cases more thoroughly.

Furthermore, I strongly advise that you seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.

Due to the aforementioned reasons, this complaint will now be closed. 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.