Winsane Casino - Spillerens anmodning om lukning af konto er forsinket.

I have asked this casino 4 times via live chat and 2 times via email to permanently close my account because I want to overcome my addiction. From the time of my first request for permanent closure until now, I have lost about €3000. I understand that I will never get that money back, but a casino should respond to such a request. The only thing that happened was a one-week suspension after the third or fourth live chat conversation. I don't have screenshots of the live chats, but I am uploading both of the emails.

Gambling is simply foolish, but when a player repeatedly asks for a restriction, something must be done to protect the player, especially if "Responsible Gaming" is promoted on the site.

Habe bei diesem Casino bereits 4x per Live-Chat und 2x per Mail angefragt meinen Account dauerhaft zu sperren, da ich von der Sucht loskommen möchte. In der Zeit der ersten Anfrage zur dauerhaften Sperrung bis heute habe ich ca. 3000€ verzockt. Ich verstehe natürlich das ich das Geld niemals zurückbekommen werde, allerdings muss ein Casino doch auf so eine Bitte reagieren. Das einzige was einmalig passiert ist, war eine einwöchige Sperre nach dem dritten oder vierten Gespräch im Live-Chat. Screenshots von den Live-Chats habe ich nicht, aber die beider Mails lade ich hoch.

Glücksspiel ist und bleibt einfach dumm, aber wenn der Spieler mehrmals nach einer Sperre fragt, muss etwas passieren um den Spieler zu schützen, vor allem wenn "Responsible Gaming" auf der Seite promotet wird.

Dear Cedwas,

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

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Winsane Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@winsane19885.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Will write another email but I think "BAN MY ACCOUNT" is clear enough

Werde eine weitere Mail schreiben aber ich glaube " BAN MY ACCOUNT" ist deutlich genug

Hi Cedwas,

Simply requesting to "ban my account" without providing a reason isn't sufficient. Users may want their accounts closed for various reasons—ranging from dissatisfaction with services or bonuses to more serious concerns, such as a gambling problem. This is why we always recommend clearly stating the reason for requesting account closure.

• Could you please confirm if you've sent another email and whether your account has since been closed?

Thank you.

Dear Cedwas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.