bwin Casino GR - Igračev nalog je ponovo otvoren što je dovelo do gubitka.

Good evening, I had made a request for exclusion through the bwin application on 1/12/25 and it only gave me the option of exclusion for 6 months, so I replied to their email that I wanted a permanent closure due to addiction, but the casino reopened my account on 31/5/26, resulting in me losing €335. I have sent them all the proof that I had requested exclusion via email, but the casino claims that it never received this email and is not refunding me the €335! How could you help me?

Καλησπέρα είχα κάνει αίτημα αποκλεισμού μέσο τις εφαρμογής της bwin 1/12/25 και μου έδινε σαν επιλογή τον αποκλεισμό μόνο για 6 μήνες έτσι και εγώ τους απάντησα σε εμαιλ τους ότι θέλω οριστικό κλείσιμο λόγο εθισμού αλλά το καζίνο άνοιξε ξανά τον λογαριασμό μου στις 31/5/26 με αποτέλεσμα να χάσω 335€. Τους έχω στείλει όλα τα αποδεικτικά ότι είχα ζητήσει μέσω εμαιλ τους αποκλεισμό αλλά το καζίνο ισχυρίζεται ότι δεν έλαβε ποτέ αυτό το εμαιλ και δεν μου επιστρέφει τα 335€! Πως θα μπορούσες να με βοηθήσεις;

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Responsible Gaming Policy of bwin Casino, and this is what I found regarding self-exclusion:

Indefinite exclusion

Indefinite banning requires a mutual commitment between the player and our company. We will take reasonable steps to prevent the player from reactivating their account or creating new accounts. However, during this banning period, the player must not attempt to reactivate their account or create new accounts, including using third-party registration details.

Permanent ban periods have a minimum duration of 1 year. After the minimum period, the account will remain permanently banned unless the player contacts us and requests to use our services again. Such requests are subject to evaluation by the company and the player may be allowed to create a new account on our site.

Please note that during the period of abstention, temporary or permanent exclusion, players are not able to make deposits or play. In addition, players who have used the service will be excluded from promotional communications.

To activate a 24-hour abstinence, temporary or permanent ban, please click here.

Please allow me to ask you a few questions to clarify your situation:

• Were you able to select a self-exclusion period longer than six months in your account settings?
• How many times did you contact customer support to request a permanent self-exclusion? After your first email went unanswered, did you send any follow-up emails or attempt to contact support through live chat or any other communication channel?
• After the six-month self-exclusion period expired, did you contact the casino to request that your account be reopened, or did you receive a notification that the account had been reopened automatically?

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

Good evening Veronica, I tried to self-exclude indefinitely but the casino page wouldn't let me, so I did that for 6 months and immediately sent the exclusion email. I didn't send anything else again. Since I didn't receive a response, I assumed they received it after the 6-month period ended. The casino opened the account on its own without me asking them.

Καλησπέρα Βερόνικα προσπάθησα να κάνω αυτοαποκλεισμο επ αορίστου αλλά δεν μ άφηνε η σελίδα του καζίνου και έτσι έκανα για 6 μήνες και αμέσως έστειλα και το εμαιλ αποκλεισμού δεν ξανά έστειλα κάτι άλλο εφόσον δεν έλαβα απάντηση θεώρησα ότι το έλαβαν μετά την λήξη του 6μηνου ανοίξε το καζίνο μόνο του τον λογαριασμό χωρίς να τους το ζητήσω εγω

Thank you for your reply.

If you did not receive a response from the casino regarding your request for permanent self-exclusion via email, and you did not send any follow-up emails or attempt to contact the casino through other communication channels, we are unable to confirm that the casino received your request for permanent self-exclusion and subsequently failed to protect you.

Please note that when investigating cases involving failed self-exclusion, we need to gather sufficient evidence showing that the player made reasonable efforts to self-exclude and that the casino failed to act on those requests. In general, a single unanswered email is not enough for us to conclude that the casino received and ignored a self-exclusion request.

• Have you requested self-exclusion again since your account was reopened last month?
• Is your account still open, or has it been closed in the meantime?

Since I sent an email for permanent ban, I am not obliged to search and ask the casino if they received my email. Also, in a telephone conversation I had with the casino and the call was recorded, their representative accepted that the email address I had sent for ban is functional and receives messages normally. Also, a year ago when I had requested an indefinite ban, when I requested the account to be reopened, they passed my check, while now the casino has opened it on its own without my consent!

Από την στιγμή που έστειλα εμαιλ για οριστικό αποκλεισμό δεν είμαι υποχρεωμένη να ψάξω και να παρακαλέσω το καζίνο για το αν έλαβε το εμαιλ μου επίσης σε τηλεφωνική επικοινωνία που είχα με το καζίνο και η κλήση καταγράφονταν ο εκπρόσωπος τους αποδέχτηκε ότι η διεύθυνση ειμαιλ που είχα στείλει για αποκλεισμό είναι Λειτουργική και λαμβάνει κανονικά μηνύματα. Οπως επίσης ένα χρόνο πριν που είχα ζητήσει αποκλεισμό αορίστου όταν ζήτησα το άνοιγμα ξανά του λογαριασμού με περασαν από έλεγχο ενώ τώρα τον άνοιξαν από μόνο του το καζίνο χωρίς την συγκατάθεση μου!

Thank you for the additional explanation. I can see why this situation feels unfair from your perspective. If you contacted the casino specifically because you wanted a permanent exclusion due to gambling-related concerns, it is understandable that you expected the matter to be handled and did not expect your account to become active again after the temporary exclusion period ended. However, for us to request compensation from the casino, we need to be able to establish that the casino received a clear permanent self-exclusion request and failed to act on it. At the moment, we can confirm that you sent the email, but we do not have confirmation that it was received and processed by the casino’s responsible team.

• Additionally, please confirm whether your account is currently closed, and if not, whether you have requested closure again after the account was reopened.

We will review any additional evidence you can provide and reassess the situation accordingly.

My account is currently closed and I closed it and then requested my deposits back due to an addiction that I had declared.

Ο λογαριασμός μου είναι κλειστός αυτήν την στιγμή και τον έκλεισα εγώ και μετά ζήτησα πίσω τις καταθέσεις μου λόγο εθισμού που είχα δηλώσει

Thank you for the information.

Please forward me the most recent communication between you and the casino's customer support regarding your refund request at veronika.f@casino.guru.

Also, could you please specify whether your account is now permanently closed or only closed for the next 6 months?

Good evening, I have already sent you the email of the conversation with the casino, I also declared account closure for 6 months because it was the upper limit, it did not give me the indefinite option.

Καλησπέρα σας έχω στείλει ήδη το εμαιλ της συνομιλίας με το καζίνο επίσης εγώ δήλωσα κλείσιμο λογαριασμού για 6 μήνες διότι ήταν το ανώτερο όριο δεν μου έβγαζε την επιλογή αορίστου

Have you tried contacting the casino now with the request to permanently close your account, not only for the next 6 months?

Dear Kallioi,

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.

NO, I am waiting for a response from the EEEP regarding the return of the deposits I am requesting.

ΟΧΙ περιμένω μια απάντηση από την εεεπ για την επιστροφή των καταθέσεων που ζητάω

Hello Kallioi,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the information. Please forward me the most recent communication between you and the casino customer support regarding the refund of your deposits at veronika.f@casino.guru. Thank you for your cooperation.

Dear Kallioi,

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.

I don't have a recent conversation, I'm just waiting for your help.

Δεν έχω πρόσφατη συνομιλία απλά είμαι σε αναμονή για την δίκη σας βοήθεια

Dear Kallioi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Kallioi, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of bwin Casino GR to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Dear Kallioi,

We have tried to contact the casino repeatedly via e-mails and Teams, and we have been told this casino is not interested in dealing with Casino Guru and/or complaints lodged against them. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you lodge a complaint directly to Hellenic Gaming Commission at https://complaints.hgc.gov.gr/case/diadiktyako/, who provides licence for this casino. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a brief message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej