Winnerz Casino - Der Spieler konnte sich im Casino registrieren, obwohl er sich im Schwestercasino selbst ausgeschlossen hatte.

Hello, I am excluded at the sister casino Tsars. The casinos do not operate independently from each other. In other complaints here, the case was also closed due to the exclusion. I should not have been allowed to register.

Hallo, ich bin bei dem Schwesterncasino Tsars ausgeschlossen. Die Casinos arbeiten nicht unabhängig voneinander. Bei anderen Beschwerden hier, wurde der Fall auch geschlossen, auf Grund des Ausschlusses. Ich hätte mich nicht registrieren dürfen.

Dear LaJenny7,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.

I have checked the Responsible Gaming section of Trickz Casino and this is what I found:

Closing an account:

You can make self-exclusion in the Responsible Gambling section in your profile and your account will be closed. If you want to close your account permanently or you have gambling problems, please contact support@winnerz.com.

If you have any additional questions you can contact our support team via Live chat or email support@winnerz.com . Our support team is ready to help you 24/7.

Could you please confirm if you submitted a self-exclusion request directly to Winnerz Casino?

We would like to clarify that the Terms and Conditions of Winnerz Casino do not specify that self-exclusion from a sister casino automatically prevents a player from creating an account with this casino. Furthermore, the licensing authority overseeing Winnerz Casino does not mandate its licensees to extend self-exclusion across all their brands.

In such situations, it is the player’s responsibility to request self-exclusion from each casino individually to ensure comprehensive coverage.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

There is already an existing complaint from another player with a similar situation. In the complaint they even write that they have a system for recognizing names and that it failed. It is a group and the casino has to be fair. Winnerz has not yet responded to my request. Only Trickz, but they belong together. Sorry, but they even write that here.

Hallo Veronika,

es gibt auch schon eine bestehende Beschwerde eines anderen Spielers mit ähnlicher Konstellation. in der Beschwerde schreiben sie doch sogar, dass sie ein System haben um Namen zu erkennen und das versagt hat. Es ist doch eine Gruppe und da muss man doch fair bleiben als Casino. Winnerz hat auf meine Anfrage bisher nicht reagiert. Nur Trickz, aber sie gehören ja zusammen. Sorry, aber hier schreiben die das ja sogar.

Casoo is also related here at Guru. I am also excluded there

Casoo ist auch verwandt hier bei Guru. Dort bin ich auch ausgeschlossen

Thank you for your reply.

Could you please clarify whether you mentioned gambling addiction in any of your self-exclusion requests? Based on the screenshot from Casoo that you provided, it appears to reference only "self-exclusion" without specifying the reason behind your decision.

Please note that we are unable to mediate cases where the self-exclusion was not explicitly requested due to a gambling problem. This distinction is essential in determining whether we can assist further with your case.

Looking forward to your response.

Dear LaJenny7,

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.