Winsane Casino - プレイヤーのアカウント閉鎖リクエストは無視されました。

Good day,

I registered at Casino Winsane. I didn't know that this casino does not have a valid license in Germany.

I wrote an email to Winsane on August 21, 2024 due to gambling addiction because I wanted to exclude myself. My email has been ignored to date and my request has not been processed in the chat.

Now I have deposited a total of 1650€ in the casino from August 24th to August 31st, 2024.

I ask for help to block my account and possibly reclaim any amounts I have paid in after my application.

Best regards

Marcel *****

Guten Tag,

Ich habe mich bei dem Casino Winsane angemeldet. Ich wusste nicht, dass dieses Casino keine gültige Lizenz in Deutschland besitzt.

Ich habe am 21.08.2024 eine e-Mail aufgrund von Spielsucht an Winsane geschrieben, weil ich mich von selbst ausschließen wollte. Meine e-Mail wurde bis heute ignoriert und im Chat wurde meine Anfrage nicht bearbeitet.

nun habe ich noch vom 24.08. -31.08.2024 insgesamt 1650€ in dem Casino einbezahlt.

Ich bitte um Hilfe mein Konto zu sperren und eventuell meine nach Antrag einbezahlten Beträge zurückzufordern.

mit freundlichen Grüßen

Marcel *****

Dear 84mjgzrgvm,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsane Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you reached support@winsane.com or support@winsane19885.com using your registered email address when requesting a self-exclusion due to gambling problems?
• Have you received any reply to your requests whatsoever? Either from live chat or email?

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

Best regards,

Tomas

Good day,

I sent my email regarding self-exclusion due to gambling addiction on 21.08.2024 to support@w1nsane.com

This email is specifically for self-exclusion. If you click on responsible gaming on the homepage and then on customer support, this address will appear support@w1nsane.com .

What is important is that I am only interested in the €1,650 that I paid in after my application from August 24, 2024. The amounts paid in before that were my own fault!

My email to support@w1nsane.com has not been answered to date, instead I constantly receive advertising and other tempting offers via this email, but also via WhatsApp.

Best regards

Marcel****

Guten Tag,

meine E-Mail wegen des Selbdtausschlusses aufgrund von Spielsucht habe ich am 21.08.2024 gesendet an support@w1nsane.com

Diese e-Mail ist extra für die den Selbstausschluss bestimmt. Wenn man auf der Homepage auf responsible Gaming klickt und dann auf Customer Support klickt kommt diese Adresse support@w1nsane.com.

wichtig ist, mir geht es nur um die 1650€ die ich nach meinem Antrag ab dem 24.08.2024 eingezahlt habe. Die vorher einbezahlten Beträge war ich selbst schuld!

Meine email an support@w1nsane.com wurde bis heute nicht beantwortet, stattdessen bekomme ich permanent Werbung und weitere Lockangebote über diese Mail, aber auch per WhatsApp.

mit freundlichen Grüßen

Marcel ****

Thank you very much, 84mjgzrgvm, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello 84mjgzrgvm,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Winsane Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello,

Thank you for bringing this to our attention. We understand how important it is to resolve this matter, especially given the serious nature of responsible gaming.

Please rest assured that we have reviewed your request and are currently working on a solution. We will be in touch with you via email as soon as possible to assist you and address the matter of your deposits.

Thank you for your patience, and we are here to support you through this process.

Best regards,

Winsane Support Team

Thank you, Winsane Casino Team for the prompt reply.

Please, keep us updated here in the thread as well.

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.