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Good morning, I sent Winnita Casino a request to close my account due to gambling-related issues. I then contacted them via live chat, informing them that I had sent an email and wanted to close my gaming account. The operator asked me to press a button to confirm my decision, which I did.

Yesterday (so 2 ​​days after this request), I deposited 2000 euros and lost it.

My account is still open. Can I request a refund for amounts wagered after the request?

Buongiorno, ho mandato a winnita casinò una richiesta di chiusura conto per problematiche legate al gioco d'azzardo. Successivamente ho scritto in chat informandoli di aver mandato una mail e di volere la chiusura del mio conto gioco. L'operatrice mi ha chiesto di premere un bottone per confermare la mia scelta e l ho fatto.

Ieri (quindi dopo 2 gg da questa richiesta). ho versato 2000 euro e persi.

Il mio conto è ancora aperto. È possibile chiedere un rimborso per gli importi giocati successivamente alla richiesta?

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Dear Viareggio78,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you have experienced.

Thank you for providing the details of your case, including the email where you clearly requested the closure of your account due to gambling-related issues. Based on what you shared, this is an important point, and I would like to gather a few additional details to better understand the situation:

• After sending this email, did you receive any confirmation from the casino acknowledging your request?
• During the live chat, when you were asked to confirm your decision by pressing a button, did the casino clearly state that your account would be closed immediately afterward?
• Could you please specify the exact date(s) when you made the deposits totaling €2000 after your self-exclusion request?

If you have any additional communication (emails, chat transcripts, or screenshots), please feel free to share them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good morning, after sending the email, I contacted the chat because I hadn't received a response and wanted confirmation that the procedure was correct. I confirmed my decision in the chat. The operator asked me to press the button to close the account, which confirmed that the procedure was correct, and I did. All payments were made on April 1st.

I remain at your disposal

Thank you

Buongiorno, dopo aver inviato la mail ho scritto in chat, perché non avevo ricevuto risposta e volevo la conferma che la procedura fosse esatta, e in chat ho confermato la mia volontà. L'operatrice mi ha chiesto di premere il pulsante per decidere di chiudere, che la procedura era quella, e io ho premuto. I versamenti sono stati effettuati tutti il 1 aprile.

Resto a disposizione

Grazie

Good evening, my account is still open and I'm still depositing! Help, I lost another 1,000 euros.

Buonasera, il mio conto è sempre aperto e io continuo a versare! Aiuto, ho perso altri 1000 euro

Hi Viareggio78,

First of all, please accept my sincere apologies for the delayed reply. We are currently handling a high number of complaints, so some delays are unfortunately unavoidable.

Thank you very much for providing the additional screenshots and information.

I would like to confirm that we do have clear evidence that you submitted a self-exclusion request via email on 31.03.2026, where you explicitly mentioned gambling-related problems and your inability to control your play. This is an important point and has been noted.

However, based on the screenshot of your communication with the live chat (shared previously), we do not have any supporting evidence that gambling problems were mentioned during that interaction. In that conversation, the request appears to have been handled as a standard account closure request, without reference to self-exclusion or gambling-related issues.

• To better understand the timeline, could you please confirm when exactly you contacted the live chat?

At the same time, I would strongly recommend that you contact the casino again as soon as possible and clearly inform them about your gambling problem:

• either via live chat, explicitly stating that you are requesting self-exclusion due to loss of control, or
• by sending another email, clearly mentioning gambling-related issues and requesting immediate self-exclusion

This is very important, as it creates clear and direct evidence that the casino has been informed and is obligated to act accordingly.

Thank you.