bwin Casino - La cuenta del jugador se reactivó a pesar de la autoexclusión.

bwin casino reactivated my account at my request.

In the past, I have requested permanent self-exclusion due to my gambling addiction from both bwin, sporting bet and vista bet.

These companies belong to the same group and, as they admit, they interact with each other.

I am attaching the receipt.

Since they know about my addiction problem, they should have banned me from using their platforms anyway.

Το καζίνο bwin ενεργοποίησε εκ νέου τον λογαριασμό μου κατόπιν δικής μου αίτησης.

Στο παρελθόν έχω ζητήσει τον οριστικό αυτοαποκλεισμο μου λόγω εθισμού μου στα τυχερά παιγνίδια τόσο από την bwin όσο και από την sporting bet και vista bet.

Οι εταιρείες αυτές ανήκουν στον ίδιο όμιλο και όπως δέχονται και οι ίδιοι αλληλοεπιδρουν.

Σας επισυνάπτω την απόδειξη.

Αφού γνωρίζουν το πρόβλημα εθισμού μου έπρεπε να μου απαγορεύουν δια πάντως την χρήση στις πλατφόρμες τους.

Dear makelios6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Is your player's account currently accessible to you?
• Have you requested a refund from the casino due to failed self-exclusion already? With what result?
• Could you please forward evidence supporting your claims? Unfortunately, no files or screenshots were submitted with your first post.
• Kindly submit your self-exclusion request and the confirmation you received from the casino after your self-exclusion was processed via email. My email is tomas@casino.guru

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

Best regards,

Tomas

My account is currently closed.

I contacted the casino and they are refusing a refund.

I ask them in writing to provide me with the reasons for which I had requested my self-exclusion in the past and they are not providing them to me.

In a telephone conversation with one of their companies, which they admit to interacting with, they confirmed that I had requested my permanent self-exclusion due to my gambling addiction.

Αυτήν την στιγμή ο λογαριασμός μου έχει κλείσει.

Επικοινώνησα με το καζίνο και αρνούνται την επιστροφή χρημάτων.

Τους ζητάω εγγράφως να μου χορηγήσουν για ποιους λόγους στο πάρελθον είχα ζητήσει τον αυτοαποκλεισμο μου και δεν μου τα χορηγούν.

Σε τηλεφωνική μου επικοινωνία με τη μια εταιρεία τους που όπως δέχονται αλληλοεπιδρουν μου επιβεβαιωσαν ότι είχα ζητήσει τον οριστικό αυτοαποκλεισμο μου λόγω εθισμού μου στα τυχερά παιχνίδια

Thanks for the explanation.

Could you please forward more of your interaction with the casino for us to review? Forward the emails to my email at tomas@casino.guru

I apologize for the inconvenience.

I sent them to you.

Σας τα εστειλα

Thanks for your message.

In your email you wrote the request was sent from a different email address.

• Could you please explain in more detail whether you created a different account in the casino?
• Have you entered the same personal information upon registration?
• Has the casino closed your account shortly after your email from February 18th informing them of your gambling addiction?

I used the same registration details and email.

My account has been closed since February 18th.

Χρησιμοποίησα τα ίδια στοιχεία εγγραφής και το ίδιο email.

Ο λογαριασμός μου έχει κλείσει από τις 18 Φεβρουαρίου

Dear makelios6,

Do I understand correctly you no longer have the emails in which you have the original self-exclusion requests saved?

Could you please forward the emails themselves instead of screenshots with relevant communication with the casino to my email at tomas@casino.guru?

I apologize for the inconvenience.

I had submitted the self-exclusion requests via live chat and I no longer have access to my accounts.

I will send you the rest.

Τα αιτήματα αυτοαποκλεισμου τα είχα υποβάλλει μέσω live chat και δεν έχω πρόσβαση πλέον στους λογαριασμούς μου.

Τα υπόλοιπα θα σας τα στειλω

Thanks for the provided information.

• Could you please clarify the role of the second player's account in the casino in your complaint?
• Have you taken advantage of the deposit limits or other responsible gambling tools in the casino?
• Could you please clarify who initiated the reopening of your account? Was there any cooling-off period between the end of your self-exclusion and reopening of your account?

Looking forward to your reply.

There is no second player.

I had an account at bwin, sporting bet, vistabet, all companies in the same group that, as they admit, interact with each other.

I had requested self-exclusion due to gambling addiction, and after a year, at my own request, the company activated it.

No, I didn't take advantage of deposit limits or other responsible gaming tools.

There was no relaxation period.

Δεν υπάρχει δεύτερος παίκτης.

Είχα έναν λογαριασμό στην bwin,sporting bet,vistabet όλες εταιρείες του ίδιου ομίλου που όπως παραδέχονται αλληλοεπιδρουν.

Είχα ζητήσει τον αυτοαποκλεισμο μου λόγω εθισμού στα τυχερά παιγνίδια και με την πάροδο ενός έτους κατόπιν δικής μου επιθυμίας η εταιρεία τον ενεργοποιούσε.

Όχι δεν είχα εκμεταλλευτεί όρια κατάθεσης η αλλά εργαλεία υπεύθυνου παιγνιδιού.

Δεν υπήρχε περίοδος χαλάρωσης.

Thanks for the clarification.

Kindly submit evidence that this or any of the participating casinos in this group knew about your gambling problems or addiction.

From the evidence you have supplied so far, this fact isn't conclusively proven. Please let me know if I overlooked information.

Forward the communication confirming this to my email at tomas@casino.guru

I apologize for the inconvenience.

I send

Thanks for your reply.

The emails you submitted contradict your initial assertion that you informed the casino about your gambling addiction. You provided evidence that the self-exclusion that was active on your account was temporary (in sportingbet.gr) and that you informed the casino you don't suffer from gambling problems.

Unfortunately, you kept the wrong evidence, which prevents us from helping you ask for a refund.

I am sorry, but even if self-exclusion applies to multiple brands at once, this might not be true if the self-exclusion is temporary without a specific reason given.

After going over the evidence multiple times, it's not sufficient for us to conclude the casino should have protected you and ask the casino for a refund.

Please consider the following recommendations when it comes to self-exclusion:

Confirm Self-Exclusion with Casino

• Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
• If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

Keep Proof of All Relevant Communication

• Keep records of all communication regarding your self-exclusion request.
• If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

Since you confirmed your casino account is closed, there are no further actions we can take on your behalf.

Don't hesitate to take advantage of the responsible gambling tools found on our website's responsible gambling hub: https://casinoguru-gr.com/odigos-ypefthinou-stoiximatismou

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.