Winscore Casino - La cuenta del jugador no está cerrada a pesar de los problemas con el juego.

I had a condition in my head and received radiation in 2021. Since then, I haven't been able to comprehend texts. I should not have been allowed to open an account independently, but I didn't understand this.

I did not understand the general terms and conditions, nor that I was playing with real money. There is a medical certificate confirming this. There is also a certificate confirming that I have a gambling addiction due to medication.

Despite my requests, the casino does not provide me with a "data protection query". Therefore, I do not know the exact amount lost. Several emails to support requesting account closure due to my gambling addiction were ignored.

Could you please help me, support me so that I can reach an agreement with the casino?

Ich hatte eine Erkrankung im Kopf, erhielt 2021 Bestrahlung, seitdem hatte ich kein Textverständnis mehr. Ich dürfte nicht selbstständig ein Konto eröffnen. Aber dies habe ich nicht verstanden.

Ich habe weder die allgemeinen Geschäftsbedingungen verstanden, noch dass ich um Echtgeld gespielt habe. Ein ärztliches Attest, dass dem so ist, liegt vor. Ebenso existiert ein Attest, dass ich medikamentös bedingt spielsüchtig ist.

Trotz Anfrage stellt mir das Casino keine "Datenschutzabfrage" zur Verfügung. Daher kenne ich nicht den genauen verspielten Verlust. Trotz mehreren Emails an den Support mit der Bitte um Kontoschließung aufgrund von Spielsucht wurden ignoriert.

Könnten Sie mir helfen, mich unterstützen, so dass ich mit dem Casino eine Einigung finde???

Dear Kora76,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve been facing, and I understand how important it is to resolve this matter for you.

In order to better assist you, could you please clarify the following:

• Could you kindly send us the relevant communication, such as any emails or messages sent to the casino regarding your account closure request and data protection query? My email address is [email protected].
• When was the last time you made a deposit into this casino?
• Could you provide the medical certificates you mentioned to support your claims about your condition and gambling addiction?

Your cooperation is crucial for us to be able to mediate and help resolve the issue. Without your input, we won’t be able to proceed with the case.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela. I have sent you several emails... certificates and email correspondence that I have had. Lg

Hallo Petronela. Ich habe Ihnen mehrere E-Mails zukommen lassen... Atteste und Emailverkehr, den ich geführt habe. Lg

Hi Kora76,

Thank you for forwarding all the relevant communication.

• I see that on June 26th, the casino asked you for the reason you wanted to close your account. Could you please confirm when you first attempted to block your account?

• Was it on September 10th when you initially informed the casino about your gambling concerns?

• Is your account finally blocked, please?

Thank you.

Hello. My account seems to be blocked now. On July 18th I first reported that I was addicted to gambling. I had not previously stated this reason... Screenshot will be sent via email

Hallo. Mein Konto scheint jetzt gesperrt zu sein. Am 18.7. hatte ich erstmals mitgeteilt, spielsüchtig zu sein. Verher hatte ich diesen Grund nicht mitgeteilt... Screenshot kommt per Mail

Thank you, Kora76, for forwarding the additional communication. Here’s a brief recap of what we have learned so far:

1. You first mentioned a gambling problem when contacting the casino on 18.7. via email to [email protected] (as listed in the "Contact Us" section on the casino's website).
2. Following that, you sent several additional messages.
3. On 17.9., the casino responded, informing you that for self-exclusion, you should reach out to [email protected] (the email address specified in their T&Cs for self-exclusion), instead of using the previous contact.
4. On 19.9., you submitted a self-exclusion request to [email protected] due to your gambling issue.
5. Your account was finally blocked in November.

Can you confirm if all these details are accurate?

Hello. This information seems to be correct. Unfortunately, I am still waiting for the data protection query that was supposedly sent to me. This is not the case. Unfortunately, I also fear that the amount lost is much higher than €10,000......

Hallo. Diese Angaben scheinen so richtig zu sein. Leider warte ich immernoch auf die Datenschutzabfrage, die mir angeblich zugeschickt worden sein soll. Dies ist nicht der Fall. Leider befürchte ich ebenfalls, dass der verspielte Betrag weitaus höher ist als 10.000€......

The email address However, I contacted them on September 10th. Screenshot will be sent via email.

On 20 July I sent an email to .

Die E-Mail-Adresse [email protected] habe ich allerdings am 10.9. kontaktiert. Screenshot kommt per Email.

Am 20.7. schieb ich einer E-Mail an [email protected].

Hi Kora76,

I’ll add this latest information to the recap to make everything clearer and more understandable, as it includes several steps you took to self-exclude from the casino.

1. You first mentioned a gambling problem when contacting the casino on 18.7. via email to [email protected] (as listed in the "Contact Us" section on the casino's website).
2. Following that, you sent several additional messages.
3. On 10.9., you emailed [email protected] to inform the casino about your gambling problem.
4. On 17.9., the casino responded, informing you that for self-exclusion, you should reach out to [email protected] (the email address specified in their T&Cs for self-exclusion), instead of using the previous contact.
5. On 19.9., you submitted a self-exclusion request to [email protected] due to your gambling issue.
6. Your account was finally blocked in November.

Thank you very much, Kora76, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.  

Dear Kora76,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winscore Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winscore Casino,

Could you please provide a detailed explanation of this case, including all relevant facts and your insights regarding the matter? Your comprehensive input will help ensure a thorough understanding of the situation and allow us to proceed accordingly.

Thank you in advance for your cooperation, and I look forward to your response.

Best Regards,

Kubo

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 Kubo,

We would like to inform you that the player contacted us to request self-exclusion and was redirected to the appropriate email address for such inquiries. Please note that the player initially reached out to [email protected], which is not associated with our platform. The player was repeatedly told which designated point of contact she should use so that her request could be reviewed and handled appropriately shortly after she disclosed which email she had used.

She submitted her self-exclusion request to the advised email address on September 10th, a fact she also acknowledges in the thread. As every request is handled with care and on an individual basis by our relevant department, processing may require some technical time due to the volume of similar requests.

The player was contacted to provide the necessary documentation, and she responded cooperatively. Following this, her account was excluded in accordance with our policies.

Kind regards,

Winscore Casino

Good morning. On 18.7.24 I sent an email to and told them that I am addicted to gambling! Why don't they immediately forward this email to the relevant department? If not, why don't they immediately provide the relevant email address?? I have practically begged them to close my account almost every day!

Also an absolute no-go to take 2 months to block an account!!

Guten morgen. Am 18.7.24 habe ich eine Email an [email protected] geschrieben und mitgeteilt, dass ich spielsüchtig bin! Warum leitet man nicht sofort diese E-Mail an die zuständige Abteilung weiter ? Warum teilt man andernfalls nicht umgehend die entsprechende E-Mail-Adresse mit?? Fast täglich habe ich schon förmlich gebettelt, dass man mein Konto schließt!

Ebenfalls ein absolutes NoGo, 2 Monate zu benötigen, ein Konto zu sperren!!

Hello Everyone,

I apologize for my delayed response.

Dear Winscore Casino,

Although the player was provided with the correct email address for submitting her self-exclusion request, could you kindly clarify why the response from support took nearly a month?

Thank you.

Hello Kubo, since my account was only closed in mid-November, the time between 10.9. and November was unfortunately 2 months

Lg

Hallo Kubo, da mein Konto erst Mitte November geschlossen wurde, betrug die Zeit zwischen10.9. und November also leider sogar 2 Monate

Lg

Dear Kubo,

Could you kindly provide some clarification? It's unclear which period you are referring to.

As mentioned in the previous communication, the player used an incorrect email address, which prevented our dedicated team from receiving her request. The first time the player contacted the specialized team at [email protected] was on 10.09. Her request was promptly reviewed, appropriate actions were taken, and she also received a confirmation.

Kind regards,

Winscore Casino

Dear Winscore Casino,

Please accept my apologies for the delayed response and any misunderstanding that may have arisen.

I am writing regarding the self-exclusion request that was submitted via the appropriate email address, [email protected], on September 10, 2024. The account in question remained active, allowing the player to deposit and play as late as November, as the player claims. This would indicate a delay of two months between the submission of the self-exclusion request and any actions taken - something I would not categorize as a promptly reviewed request.

To gain further clarity on this matter, could you kindly provide a detailed timeline of events from your perspective? Specifically, I would like to understand what occurred following the submission of the request on September 10, 2024, to your dedicated department.

Your cooperation in providing this information will be greatly appreciated and will assist in addressing the concerns at hand effectively.

Thank you for your attention, and I look forward to your response.

Dear Kubo,

We would like to confirm that the player’s self-exclusion request was promptly processed. Once she provided the required documentation, her account was excluded for a specific period of time in order to provide immediate assistance. She did not specify a timeframe, therefore, her request was improperly formatted in accordance with our Terms & Conditions. A confirmation of this action was sent to the player.

It is important to highlight that the player did not request an extension during the exclusion period. However, after the exclusion expired, she contacted us again at a later date to request another self-exclusion, again without specifying a timeframe. Please be aware that if there are any deposits made, the player is solely responsible since she didn't contact us to request extension. Consequently, we closed her account without the option to reopen it.

Please note that our actions were appropriate and in full compliance with our publicly accessible Terms & Conditions, which the player agreed to. 

Kind regards,

Winscore Casino

Dear Winscore Team. I did not ask you to temporarily close my account. I even asked you to delete my account due to gambling addiction!

Sehr geehrtes Winscore Team. Ich hatte Sie nicht darum gebeten, meinen Account temporär zu schließen. Ich hatte Sie sogar aufgefordert, meinen Account aufgrund von Spielsucht zu löschen!

Dear Winscore Casino,

Thank you for your message. However, the player explicitly mentioned gambling-related concerns in several requests to close their account, using wording that should have immediately triggered an alert. As such, the account should have been closed permanently, without the option for the player to request reopening, and certainly not automatically after a specific period ends.

Additionally, what you refer to as "prompt action" is actually more than two months from the initial request on September 10, 2024, to the mid-November closure. Your interpretation of responsible gambling measures seems questionable, especially if you expect a player with a gambling issue to return and extend their self-exclusion period by their own initiative once it nears its end.

Regarding the requested documents from the player, I would like to emphasize that verification should not be used as a reason to delay the self-exclusion process. Verification is indeed important to maintain a record of self-excluded individuals and to prevent them from opening new accounts or losing more money, but this should not override the immediate actions needed to protect the player. Responsible gambling measures, particularly the prevention of further gambling harm, must take priority. The casino should have acted promptly to prevent further deposits or gameplay, especially once the player's gambling issues were acknowledged.

At that point, the casino should take responsibility for the player's future actions, such as locking the account entirely or at least restricting transactions, like deposits or gameplay. A common practice is to switch the account to "withdrawal-only" mode in such situations, which is often done when any suspicion of problematic gaming behavior arises. It is unclear why this approach would not be adopted in self-exclusion cases.

To continue with the investigation, I kindly ask that you provide a list of the player's deposits made after September 10, 2024 by sending it to my email at [email protected].

Thank you for your cooperation.

Hi Kubo,

We want to share some important details.

On 10.09.2024, the player requested self-exclusion but did not specify the duration of the exclusion period. The players must provide a clear timeframe for self-exclusion. In the absence of this information, the player's documents were verified and her account was excluded on 23.09.2024 for a period of 30 days. The player received a formal confirmation of this exclusion on 23.09.2024. However, she did not contact us after that to request a permanent exclusion or to provide any further instructions regarding her account.

On 06.11.2024, the player reached out to us again, requesting the permanent closure of her account. In response, her account was permanently closed the following day, on 07.11.2024.

Any deposits made are the player's full responsibility since no contact was made.

Kind regards,

Winscore Casino

Dear Winscore Casino,

Thank you for your response. However, I must reiterate that your arguments in this matter are not aligned with the standards and expectations surrounding the self-exclusion process, as I have already explained. The account was not closed due to missing verification, and the process was delayed for nearly two additional weeks. The business standards upheld by major licensing authorities support our position that self-exclusion periods should be set at no less than six months. Furthermore, when the reason for the request is an explicitly expressed gambling problem, the account should ideally be closed permanently. A 30-day exclusion period is insufficient and fails to adequately address the responsibility of preventing further gambling harm.

Expecting a player with gambling issues to return to the casino to extend their self-exclusion period contradicts both the principles and logic of responsible gambling. Such a practice is unacceptable and undermines the purpose of safeguarding players.

Our position on this matter remains firm. I am extending the timeframe by an additional seven days to give you the opportunity to reconsider your decision. From our perspective, the player is entitled to a refund of all deposits made after the initial self-exclusion request, which your casino acknowledged. This refund could be adjusted to exclude deposits made during the reasonable processing period following the submission of the request to allow the casino time to handle it properly.

I have also requested the list of the player’s deposits to facilitate this resolution. If the list is not provided and your stance remains unchanged, I will have no alternative but to close the complaint as unresolved, using the disputed amount provided by the player.

Thank you for your attention to this matter. I look forward to your response.

Dear Kubo.

I have been waiting for the data protection query, including withdrawals and deposits, since September 2nd, 2024 until today. Supposedly, it was sent to me. But that is not the case! I also still receive advertising from Winscore! Why don't you remove my email address from your pool??

Kind regards, Kora76

Lieber Kubo.

Auf die Datenschutzabfrage, incl. Auszahlung und Einzahlungen warte ich seit dem 02.09.2024 bis heute. Angeblich wurde mir diese zugeschickt. Dem ist aber nicht so! Ebenfalls bekomme ich immernoch Werbung von Winscore! Warum entfernen Sie meine E-Mail-Adresse nicht aus Ihrem Pool??

Liebe Grüße Kora76

Dear Kora76,

I wanted to update you that I am still waiting for the casino’s final decision on your case. I understand your frustration regarding the delay, but the casino has requested additional time to thoroughly review the matter. They are fully aware of our position, and I am hopeful for a positive outcome and a feasible resolution.

Thank you for your continued patience and understanding.

Dear Winscore Casino,

I have extended the timer as requested. However, considering the prolonged duration of this complaint, I kindly ask you to review all the arguments provided throughout our extensive correspondence and to expedite the decision-making process.

Thank you for your cooperation.

Dear Kubo. Isn't all this just a waste of time? Have you already received the data protection query or a list of my payments? This was supposedly already sent to me, so in theory it should already have been created and it would only be a click of the mouse to forward it to you by email. Right?

I'm not giving up hope, but I find it frightening how the casino is trying to talk its way out of it! But I'd like to thank you for your support!

Kind regards, Kora76

Lieber Kubo. Ist das alles nicht nur Zeit schinden? Hast du schon die Datenschutzabfrage erhalten, bzw. eine Auflistung meiner Einzahlungen? Diese wurde mir ja angeblich schon zugestellt, sie müsste ja dann theoretisch schon erstellt worden sein und es wäre nur ein Mausklick, diese per Mail an dich weiterzuleiten. Richtig?

Ich gebe die Hoffnung ja nicht auf, aber ich finde es erschreckend, wie sich das Casino versucht rauszureden! Dir möchte ich aber schon mal für deine Unterstützung danken!

Liebe Grüße Kora76

Dear Kora76,

I hope you’re doing well.

I understand that it may seem like a waste of time from your perspective, but please bear in mind that to reach a satisfactory resolution, the case needs to be discussed thoroughly. The more complex the case, the more detailed and thoughtful the argumentation needs to be. Honestly, this case could have been resolved much earlier, with the casino's rating voided and no compensation for you. It’s always possible to close a case more quickly by simply taking our perspective - checking if the casino agrees and, if not, closing the case without hesitation. However, I always make an effort to go the extra mile to assist the player and secure the best possible outcome.

I understand it may feel like a lengthy process, but it’s a gradual journey of persuasion and mutual understanding with the casino. Please rest assured that our position on your refund eligibility remains unchanged.

As for the documents you mentioned, I unfortunately haven’t received them from the casino yet. Could you please send them directly to my email ([email protected])?

Thank you for your continued patience and cooperation.

Good morning Kubo.

I have contacted the casino several times (9/2/24, 11/6/24, 11/16/24, 11/18/24, 12/17/24, 1/9/25) to receive the privacy query. I still haven't received it! Screenshots will follow via email.

Kind regards, Kora76

Guten morgen Kubo.

Ich habe das Casino mehrmals kontaktiert (2.9.24, 6.11.24, 16.11.24, 18.11.24, 17.12.24, 09.01.25) um die Datenschutzabfrage zu erhalten. Bis heute habe ich sie nicht bekommen! Screenshots folgen per Mail.

Liebe Grüße Kora76

Dear Kubo,

Please note that we are in communication with the player. We will get back to you with more details soon.

Thank you in advance.

Kind regards,

Winscore Casino

Hello Kubo,

the casino made me an offer. I made the casino a counter offer, but since then there has been no response......

Hallo Kubo,

das Casino hat mir ein Angebot gemacht. Darauf habe ich dem Casino ein Gegenangebot unterbreitet, seitdem keine Reaktion mehr......

The casino did not accept my offer, so I accepted it. As a gesture of goodwill, they actually refunded part of the money (deposits after the account was reopened). Thank you for your support and Winscore's goodwill.

Das Casino ist nicht auf mein Angebot eingegangen, deshalb habe ich ihr's akzeptiert. Aus Kulanz haben sie tatsächlich einen Teil erstattet (Einzahlungen nach Kontowiedereröffnung). Ich bedanke mich für deine Unterstützung und die Kulanz von Winscore.

Dear Kora76,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo