Winnita Casino - Заявката на играча за самоизключване беше игнорирана.

I am filing this complaint for a serious breach of responsible gaming practices.

On April 5th, I clearly informed the casino via chat that I was suffering from a gambling addiction and explicitly requested that my account be self-excluded. However, my account was not immediately blocked.

Instead, I was informed that the account blocking would take 1 to 3 days and was told not to play in the meantime. Furthermore, I was informed that if I requested immediate closure, I would lose my balance and would not receive the cashback I was entitled to.

This situation has put me in a very vulnerable position. Given my addiction, the simple "don't gamble" warning is not an adequate safeguard. The casino failed to take immediate action to protect me, despite my explicit request to self-exclude.

As a direct result of this inaction, I continued to gamble and lost approximately €5,000 after my self-exclusion request.

I also find it unacceptable that self-exclusion was effectively made conditional on losing the balance or waiting for cashback, thus discouraging an immediate account block.

I have all the evidence of my communications with customer service, including statements regarding my addiction and my request for self-exclusion.

I request:

a complete review of the case

reimbursement of losses incurred after the request for self-exclusion

a verification of compliance with responsible gaming regulations

I believe that the casino did not act in accordance with the fundamental principles of player protection.

Sto presentando questo reclamo per una grave violazione delle pratiche di gioco responsabile.

In data 5 aprile, ho informato chiaramente il casinò tramite chat di soffrire di dipendenza dal gioco e ho richiesto esplicitamente l’autoesclusione del mio account. Nonostante ciò, il mio account non è stato bloccato immediatamente.

Mi è stato invece comunicato che il blocco dell’account avrebbe richiesto da 1 a 3 giorni e mi è stato detto di non giocare nel frattempo. Inoltre, mi è stato riferito che, nel caso avessi richiesto la chiusura immediata, avrei perso il saldo presente e non avrei ricevuto il cashback a cui avevo diritto.

Questa situazione mi ha messo in una condizione di forte vulnerabilità. A causa della mia dipendenza, il semplice invito a "non giocare" non rappresenta una misura di tutela adeguata. Il casinò non ha adottato un intervento immediato per proteggermi, nonostante la mia richiesta esplicita di autoesclusione.

Come conseguenza diretta di questa mancata azione, ho continuato a giocare e ho perso circa 5000€ dopo la mia richiesta di autoesclusione.

Ritengo inoltre inaccettabile che l’autoesclusione sia stata di fatto subordinata alla perdita del saldo o all’attesa del cashback, scoraggiando così un blocco immediato dell’account.

Dispongo di tutte le prove delle comunicazioni con il servizio clienti, incluse le dichiarazioni relative alla mia dipendenza e la richiesta di autoesclusione.

Richiedo:

una revisione completa del caso

il rimborso delle perdite subite dopo la richiesta di autoesclusione

una verifica del rispetto delle norme di gioco responsabile

Ritengo che il casinò non abbia agito in conformità ai principi fondamentali di tutela del giocatore.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Nicbianca10,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue regarding the handling of your self-exclusion request.

To better understand your situation and address your concerns effectively, could you please provide more information by answering the following questions:

• Can you confirm that you are now unable to log in to your account?
• Can you provide a specific timeline of events, including when you made the self-exclusion request, any responses from the casino, when your account was finally closed and when you made deposits?
• Have you been able to withdraw any remaining balance from your account after submitting the self-exclusion request?

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,

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nicbianca10,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra