WinBet Casino BG - Se ha pasado por alto el intento del jugador de autoexcluirse del casino.

In short, the situation is as follows. I started playing and felt that it was difficult to control how often to play and with what bets. Therefore, I have expressed my wish for my account to be inaccessible to me indefinitely through a written application signed by me. The following clauses are described in the application: (1) The reason is the likelihood of addiction. (2) The technological time for this procedure is 30 days. If I place bets during this period, the application will be canceled automatically. Of course, due to my condition, I have deposited and played during this period and respectively my account has remained active. But according to the Gambling Act:

(Art. 10c. (New, SG No. 69/2020) (1) In order to reduce or avoid potential negative economic, social and personal consequences for vulnerable persons and their relatives, protection measures shall be applied which have for the purpose of prohibiting or not allowing gambling.

(2) Vulnerable persons are:

1. minors and juveniles;

2. the persons placed under full or limited guardianship;

3. any person who considers that he has a problem with gambling;

4. the persons, whose social status and / or level of income may make them more susceptible to participation in gambling games and development of gambling addiction.

(3) The persons under par. 2, items 3 and 4 may request not to be admitted to gambling. "

Therefore, the online betting site acts in bad faith, leaving me to bet even after 30 days. My question is can I sue the casino for a refund of the amounts deposited and lost after these 30 days?

Накратко ситуацията е следната. Започнах да играя и усетих, че трудно се контролирам колко често да играя и с какви залози. Затова изразих желанието си акаунтът ми да бъде недостъпен от мен за неопределено време чрез писмено заявление с подпис от моя страна. В заявлението са описани следните клаузи: (1) Причината е е верояност от пристрастяване. (2) Технологичното време за тази процедура е 30 дни. Ако в този период направя залози, заялвението ще бъде анулирано автоматично. Аз, разбира се, предвид своето състояние съм депозирал и съм играл в този период и респективно акаунтът ми остана активен. Но според Закона за хазарта:

"Чл. 10в. (Нов - ДВ, бр. 69 от 2020 г.) (1) За да се намалят или избегнат потенциални негативни икономически, социални и личностни последици за уязвими лица и техните близки, се прилагат мерки за защита, които имат за цел забрана или недопускане до участие в хазартни игри.

(2) Уязвими лица са:

1. малолетните и непълнолетните;

2. лицата, поставени под пълно или ограничено запрещение;

3. всяко лице, което смята, че има проблем с хазарта;

4. лицата, чието социално положение и/или равнище на доходи може да ги направи по-податливи към участие в хазартни игри и развиване на хазартна зависимост.

(3) Лицата по ал. 2, т. 3 и 4 може да поискат да не бъдат допускани до участие в хазартни игри."

Следователно онлайн сайтът за залози дества недобросъвестно като ме оставя да залагам дори след изтичане на 30 дни. Моят въпрос е мога ли да заведа иск срещу казиното за възстановяване на сумите, депозирани и загубени след тези 30 дни?

Dear Евтим,

Thank you very much for submitting your complaint and forwarding the Application form. I’m sorry to hear about your problem.

I have checked the Responsible Gambling section on the website, and this is what I found:

„Play smart!

Winbet, in turn, gives its players the opportunity to restrict access to their account at www.winbet.bg , and for this purpose it is necessary to fill out an application for deactivation.

An application for deactivation can be obtained by contacting our staff member by chat or email  support@winbet.com .

You can deactivate your account for one of the following periods: 1 week, 1 month, 6 months, or indefinite.

The application you will receive from our associate must be printed and hand-filled and signed by the account owner. After completing the application, you can submit it via your registered email to support@winbet.com. The photo must be clear and legible. The file must have a .jpg / .png extension and must not exceed 6 MB.

The term for consideration of the application is up to 30 calendar days from the date of sending.

If you apply for deactivation and re-access your account within these 30 calendar days, the deactivation application will be automatically canceled and you will not be able to request a new one within the next 30 days.

After your application has been reviewed by our staff, you will receive a confirmation email.

When completing the application, if you select one of the above periods, your account will be deactivated for that period, and you will not be able to activate your account before it expires. At the end of the period, your account will be automatically activated.

If you select the "indefinite time" option or do not select any of the fields listed in the declaration, your account will be deactivated without a deadline. To activate it in such cases, you need to contact us via online chat, phone +359 700 50 800 or email  support@winbet.com , and you need to state that you want to activate the account. Our staff may require you to provide personal information or an identity document in order to establish your identity."

 I have checked the forwarded Application and can confirm that you've requested "indefinite time period" and stated clearly that the reason for it is gambling addiction.

The Application has been signed on the 5th of April 2022. Could you please advise when you deposited funds into your account afterward?

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,

Thanks for the quick feedback!

After signing and sending the application on April 5, 2022, I made a deposit the next day, April 6, 2022, 08:24:05, in the amount of BGN 200, and then there are subsequent ones. I think this is understandable, given that I myself felt that I did not control or find it difficult to control my behavior caused by the desire to "kill" my money. I have no claims for the deposits I made in the period of 30 days after the application, because I understand the conditions for consideration and the technological time for deactivation, but I have objections to the deposits made on 05.05.2022 in the total amount of BGN 3200 and on 06.05 .2022 in the amount of BGN 2,000, which makes a total of BGN 5,200. As you have written, I believe that one of the basic principles of responsible gambling is being neglected. It is also evident that the last deposits are significantly larger than the standard ones for me (BGN 200), which is also indicative that there is a dependency / problem.

With respect,

ED

Здравейте,

Благодаря за бързата обратна връзка!

След подписването и изпращането на заявлението на 5 април 2022 г., съм направил депозит още на следващия ден 06.04.2022 г. 08:24:05 ч. в размер на 200 лв. и след това има последващи такива. Това мисля, че е разбираемо, имайки предвид, че самият аз усетих, че не контролирам или трудно контролирам поведението си, породено от желанието да "си избия" парите. Нямам претенции за депозитите, които съм направил в периода от 30 дни след заявлението, защото разбирам условията за разглеждане и технологичното време за деактивация, но имам възражения за депозитите, направени на 05.05.2022 г. в общ размер на 3200 лв. и на 06.05.2022 г.в размер на 2000 лв., което сумарно прави 5200 лв. Както Вие сте написали, смятам, че се пренебрегва един от основните принципи за отговорен хазарт. Също така е видно, че последните депозити са значително в по-големи размери от стандартните за мен (200 лв.), което също е показателно, че има зависимост/проблем.

С уважение,

ЕД

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

Hi Евтим.

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello,

Thanks for your cooperation on my question!

Здравейте,

Благодаря за съдействието по моя въпрос!

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Евтим.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. There is another option, you can file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru