Beschwerde #10 Hugewin Casino

Reopening an account after requesting closure for addiction

Von Rmx314

vor 1 Jahr

Hello,

I'm contacting you because I need help. 2 days ago, I asked for the definitive closing of my account on HugeWin, for addiction. The account was closed directly.
Shortly afterwards, caught by a gambling impulse, I contacted support to ask for it to be reopened, which was done, contrary to responsible gambling standards... Which resulted in a further loss of $200.
I've asked support for an explanation, and they won't acknowledge their mistake. Their reply was that when a player asks for the game to be reopened, they accept, so it's my fault. Even if the account was closed for addiction.
I told them that the fairest way to resolve this dispute would be to refund my deposits made after the account was reopened, but they refused.

I'm asking for your help to get compensation, thank you.

Unseriöses Casino Hugewin Casino

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Betrag $200

Diskussion

Rmx314

• 2 Bewertungen

vor 1 Jahr

Hello,

I've just contacted HugeWin support via livechat. They first told me that they would not be issuing any refunds. Then they pointed out that you (AskGamblers) are not an official institution, and that the decision rests solely with them, adding that I didn't quite understand the situation and that they have no responsibility in this dispute.

Finally, they asked me to reconnect tomorrow, and that their supervisor would be informed of the situation. I don't know what to make of all this.

I've heard all the screenshots of this conversation. Thanks for all your help.

Sincerely

AskGamblers

• Support Team

vor 1 Jahr

Dear Hugewin Casino,

AskGamblers Casino Complaint Team strongly believes that player is entitled to his lost deposits which were placed after the account's reopening, due to the fact his closure request involved gambling addiction in the first place.

Once addiction and gambling issues are stated in any context by the player, casino should react immediately and conduct all the measures when it comes to Responsible Gaming policies. Therefore, since closure request was made due to the gambling issues, no reopening should have been set in place.

We hope that you will reconsider your decision, refund the player and mark his account as permanently closed with no option for any possible reopening.

If you do not, we will have no other option but to close the case as Unresolved and to advise the player to seek further assistance from the relevant gambling licensing authorities.

Thank you all for your cooperation.

Rmx314

• 2 Bewertungen

vor 1 Jahr

Dear AskGamblers team. Can you help me? I've already had this conversation with HugeWin support, who won't admit they're wrong. I've asked for final closure for addiction, as shown on the screenshots I sent you...
I look forward to hearing from you.

Sincerely

Hugewin Casino

• Representative

vor 1 Jahr

Hello,

As we said before, you are a legal individual. Transactions have been made in accordance with your requests.no payment will be made to you because we have no responsibility in this matter.

Kind regards,

HugeWin

Hugewin Casino Beschwerde-Statistik

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Durchschn. Betrag $200

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