Wir-Wetten Casino - El jugador ha logrado abrir varias cuentas en el mismo casino.

Dear casino guru team,

I became aware of this provider through your affiliate link.

In October 2020, I permanently blocked my account with this provider due to gambling addiction. This was confirmed to me by the support.

However, on December 5th, 2020 I was able to create a new account and verify it. I used the exact same data. I had to submit documents for identification and these were successfully confirmed. So an employee had to manually activate my account. Despite the blocking of gambling addiction, my account was activated and I was able to gamble away € 315. I pointed out to support that my account should actually have been closed. It wasn't until the next day that I deposited another € 315 that my account was blocked. So I deposited € 630 and gambled away.

On December 13th, 2020 I was able to open another account. Again, I used exactly the same data. I was able to deposit and gamble € 155.

Overall, I suffered damage of € 785. The provider has no protection mechanisms to protect the player. Therefore, I am requesting the sum of € 785 back from the provider.

Since Casino Guru is also committed to responsible gaming, I ask for your help. This provider makes its money at the expense of gambling addicts.

many Greetings

Fair play

Liebes Casino-Guru Team, 

durch Ihren Affiliate-Link bin ich auf diesen Anbieter aufmerksam geworden.

Im Oktober 2020 habe ich meinen Account bei diesem Anbieter aufgrund von Spielsucht permanent gesperrt. Dies wurde mir vom Support bestätigt. 

Am 05.12.2020 konnte ich jedoch einen neuen Account anlegen und diesen verifizieren. Ich habe exakt die gleichen Daten verwendet. Zur Identifizierung musste ich Unterlagen einreichen und diese wurden erfolgreich bestätigt. Ein Mitarbeiter musste also händisch meinen Account aktivieren. Trotz Spielsucht-Sperre wurde mein Account aktiviert und ich konnte 315€ verspielen. Ich habe den Support darauf aufmerksam gemacht, dass mein Account eigentlich hätte geschlossen sein müssten. Erst als am nächsten Tag weitere 315€ einzahlte, wurde mein Account gesperrt. Ich habe also 630€ eingezahlt und verspielt.

Am 13.12.2020 konnte ich einen weiteren Account eröffnen. Auch hier verwendete ich exakt die gleichen Daten. Ich konnte 155€ einzahlen und verspielen.

Insgesamt ist mir ein Schaden in Höhe von 785€ entstanden. Der Anbieter hat keinerlei Schutzmechanismen zum Schutz des Spielers. Deshalb fordere ich die Summe über 785€ vom Anbieter zurück. 

Da sich auch Casino Guru zu einem verantwortungsvollen Spielen bekennt, bitte ich Sie um Ihre Hilfe. Dieser Anbieter verdient sein Geld auf Kosten von Spielsüchtigen.

Viele Grüße

FairesSpiel

Dear FairesSpiel,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I do apologize if I overlooked this information, but could you please advise if you have clearly mentioned a reason for the self-exclusion? Could you please forward the very first email from October 2020? My email address is petronela.k@casino.guru.

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

Best regards,

Petronela 

Thank you very much, FairesSpiel, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Dear FairesSpiel.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Wirwetten Casino to reply to this complaint. We are extending the timer by 10 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 FairesSpiel.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. 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

Casino.Guru

jozef.k@casino.guru