WinVegasPlus Casino - Der Spieler möchte eine Beschwerde bezüglich des Selbstausschlusses einreichen.

Hello, I am registered for self-exclusion from gambling, and this casino allowed me to make deposits. I lost 2500 euros. Would it be possible to file a complaint?

Hola estoy inscrito en autoproivicion al juego y está casa me a dejado depositar y perdí 2500 euros sería posible la reclamación

Dear salvavijila,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate? Where are you registered? Did you inform this specific casino about your gambling problem before depositing?

I will be waiting for your reply patiently.

Best regards,

Kristina

I am registered here Therefore the casino should not stop me from depositing or withdrawing. I did not notify the casino because that is automatic. Tell me if we can claim it.

Estoy inscrito aquiporlo tanto el casino no debería dejarme de depositar ni de retirar no avisé al casi porque eso es automático dígame si le podemos reclamar

Thank you for your reply, salvavijila. I apologize, but this block only works in casinos that are licensed by Spain. Other casinos do not have access to this database, therefore they cannot block your account automatically. Unfortunately, under these circumstances, you are not entitled to a refund of your deposits.

If you wish to close your account because you struggle with gambling addiction, I recommend that you send a self-exclusion request to the casino. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send an email to WinVegasPlus Casino and keep me informed about any further developments. Thank you in advance.

Dear salvavijila,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.