bwin Casino ES - Player's account has been reopened.

I requested the closure of my account due to problems with the game and requested that it not be reopened under any circumstances.

Even so, after 6 months it was possible to reopen and increase limits

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Dear Risiev,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Good morning, I just sent it to you by email

Thank you for your email.

• Unfortunately, I was not able to open the PDF file as it appears to be encrypted. Could you please resend the document in a non-ZIP format and without a password?
• Regarding your previous self-exclusions from this casino, could you please clarify how the reactivation process works after the self-exclusion period ends?

I have forwarded to you the email conversations we had where you can see that I request irreversible closure.

The reopening has involved speaking with agents and answering questions.

I can't open the document the casino sent me either.

Hello Risiev,

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

The casino informed you that the password to the ZIP file was sent to you in a second email. If possible, kindly forward this email to me, so that we can review all communications before proceeding with the investigation. I appreciate your cooperation.

I haven't received the second email with the code.

I just received it, I'll forward it to you by email

Thank you for the email. Unfortunately, I am unable to open the ZIP file. Would it be possible for you to unzip the PDF and send it to me directly?

I can't open it either, but you can see the summary in the emails I sent you.

Dear Risiev

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 Risiev, 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 ES 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.

Thank you

Dear Risiev,

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 uncozulen sikayetler 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.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you lodge a complaint directly to Dirección General de Ordenación del Juego at https://www.ordenacionjuego.es/denuncias-reclamaciones, who provides license 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 quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej