GreatWin Casino - La cuenta del jugador fue reabierta en violación de la autoexclusión.

I had closed the site because I was suffering from a gambling addiction. Despite this, my account was reopened and I managed to play €500.

The casino has broken the rules so I demand my deposits back.

The casino promised to look into the matter, but nothing happens.

Olin sulkenut sivuston, koska kärsin peliriippuvuudesta. Tästä huolimatta tilini avattiin uudelleen ja kerkesin pelaamaan 500€.

Casino on rikkonut sääntöjä joten vaadin talletuksiani takaisin.

Casino lupasi selvittää asiaa, mutta mitään ei tapahdu.

Dear Peluri89,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to clarify the situation.

Could you please specify when exactly your account was reopened? Did you request for it to be reopened, or was it done by the casino?

How did you find out that your account has been reopened?

When was the last time the casino communicated with you regarding the refund of your lost deposit?

Thank you for your cooperation. I look forward to your reply.

Best regards,

Veronika

On January 28, 2025, the account was reopened.

They approached me with a free bonus even though I had closed my account due to a gambling addiction.

Because of the bonus, I asked to open a gaming account and after that the addiction took over again.

I made a complaint on February 7, 2025 and received the latest response on February 20, 2025.

28. tammik. 2025 tili avattiin uudelleen.

He lähestyivät minua ilmaisella bonuksella vaikka olin sulkenut pelitilin peliriippuvuuden takia.

Bonuksen takia pyysin avaamaan pelitilin ja sen jälkeen riippuvuus otti taas vallan.

Reklamaation tein 7.2.2025 ja viimeisimmän vastauksen olen saanut 20.2.2025

Could you please forward me the communication between you and the casino that led to the reopening of your account? Additionally, I would appreciate it if you could also send me the email regarding the free bonus you received before deciding to request the reopening of your account.

You can send the emails to me at veronika.f@casino.guru. Thank you for your cooperation.

I asked to reopen the account in the chat, so I don't have a screenshot of that.

I am attaching an email about the promised bonus that was sent to me even though my account was closed due to gambling addiction.

Pyysin chatissa tilin avaamista uudelleen, joten siittä minulla ei ole kuvakaappausta.

Laitan sähköpostiin liitteen luvatusta bonuksesta joka minulle lähetettiin vaikka pelitilini oli suljettuna peliriippuvuuden takia.

Thank you very much, Peluri89, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Peluri89,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GreatWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

We have sent an email to please check and let us know further  we will patiently wait for your update.

Thank you!

Best regards,

GreatWinCasino team.

Dear GreatWin Casino,

Can you tell me how it is possible that a player who was self-excluded was able to receive promotional emails for bonuses?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We understand the player received a bonus message.

However, the account was only reopened after the players request to reopen his account. (shared an evidence to Michal on March 14th.)

We would also like to kindly draw your attention to the following article from our Terms and Conditions, which player had agreed to before registering :

-4.1 :- By opening an account on our Website and by using our Website you warrant that:<...>

•  you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope we are able to clarify the matter.

Best regards,

Greatwin team.

Why on earth are you sending me a reply saying that my information will be marked as not being allowed to reopen the account?

The operations of this casino are truly irresponsible.

Miksi ihmeessä sitten laitatte minulle vastauksen, että tietoihini laitetaan merkintä ettei tiliä saa enää avata uudelleen?

Tämän casinon toiminta on kyllä todella vastuutonta.

Dear GreatWin Casino,

Let me remind you that the whole point of self-exclusion is to stop players who have a gambling problem from reopening their account. They often display impulsive behavior, wanting to close their account at one moment and then trying to reopen it the next. The players often lose control over their actions and are not thinking rationally.

Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, their account should be permanently closed without the possibility of reopening (except for certain situations like when a long enough self-exclusion period has already passed - we are talking about years) and also a relevant reopening process, which includes a sufficient cool off period (not a day but at least a week, ideally two) and also communication with the player during this cool-off period for verifying if the request was made in sound mind and wasn't just a temporary failure.

In this case, we do not consider this whole process and also the responsible gambling policy sufficient enough and we recommend improving the whole process. I would like to ask you if we understood the situation correctly or if there is any other information as to why was the player with a gambling problem allowed to reopen his account and play so easily.

The case is up to you to decide. The casino paid the money.

Thanks for your help.

Tapauksen saa päättää. Casino maksoi rahat.

Kiitos avusta

Dear Michal,

We kindly request you to please update this case as we paid the amount. And Peluri89 also confirmed on 8th April, 2025.

Thank you for being so patient with us! We really appreciate it.

Best regards,

GreatWin team.

Dear Peluri89,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru