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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.

Good evening, you're welcome.

I made it clear in the chat that I couldn't spend any more, obviously referring to the email I'd already sent. I didn't specify, that's true, but I clearly explained the problem in the email and said in the chat that I couldn't spend any more. I'll write again in the chat, thanks in the meantime for the

Buonasera, si figuri.

Ho precisato in chat che non potevo spendere ancora, rifacendomo ovviamente alla mail che avevo già inviato. Non ho precisato è vero, ma ho detto chiaramente nella mail la problematica e detto in chat che non potevo spendere ancora. Scriverò ancora in chat, grazie intanto per il

They finally closed the account, and now it's worth €3,000. I hope I can get something back, but at least I'm sure I won't pay again.

Finalmente hanno chiuso il conto, adesso la cifra è di 3000 euro. Mi auguro poter recuperare qualcosa, ma almeno sono sicura che non verseró ancora.

Hi Viareggio78,

Thank you for your reply and for the update.

I’m glad to hear that your account has now been closed.

However, to properly assess the timeline and the casino’s responsibility, I would kindly ask you to clarify a few important points:

• Could you please confirm the exact date when you contacted the live chat? This information is essential for us to understand the sequence of events.

At the same time, based on the screenshot you previously shared, the support agent advised you to contact their support team via email to proceed with the account closure.

• Could you please confirm whether you sent any additional email following this instruction? If yes, kindly provide the date and, if possible, forward that communication to us.

These details are very important for us to determine whether all necessary steps were taken and how the situation was handled by the casino.

Thank you.

Unfortunately, I can no longer access my account. However, the chat was on March 31st, the same day as the email, and I wrote to confirm my wish to close my account. As you can see, the screenshot didn't tell me to send an email, but to send a request to the support team using the button below. I pressed it. Their response was biased because I understood that by pressing the button, I would be confirming to the support team my wish to close my account (I had already sent the email about gambling insecurity). I only contacted them after you told me. I hope I was clear. Thank you.

Purtroppo non posso più accedere all'account, comunque la chat è del 31/3 stesso giorno della mail, è ho scritto per confermare la mia volontà di chiudere il conto. Nello screen come puoi vedere non mi è stato detto di inviare una mail ma di inviare una richiesta al team di supporto utilizzando il pulsante sotto. Io l'ho premuto. La loro risposta è stata faziosa perché io ho capito che premendo il pulsante avrei confermato al tea di supporto la Mia volontà di chiudere il conto (avevo già inviato la email che parlava del discontrollo del gioco d'azzardo. Dopo li ho contattati solo quando tu me lo Hai detto. Spero di essere stata chiara. Grazie

Hi Viareggio78,

To make sure we assess everything correctly, I would like to kindly confirm the exact timeline with you:

• 31.03.2026 – you sent an email to the casino stating: "With this message, I am requesting the immediate closure of my gaming account due to issues related to gambling. Unfortunately, I am unable to control my gambling."
• 31.03.2026 (same day) – you contacted live chat and were advised to proceed by clicking a button to contact support (without explicitly mentioning gambling problems in that chat)
• 01.04.2026 – you made deposits (initial €2000)
• Please confirm when exactly did you deposit the additional €1000 you mentioned later?
• 16.04.2026 – your account was finally closed

Could you please confirm that this timeline is correct?

At the same time, I would like to kindly ask if you have received any confirmation from the casino regarding your self-exclusion request (email reply, system confirmation, or chat transcript). This would be very helpful for our assessment.

At the moment, we only have one confirmed email from 31.03.2026, without any acknowledgment from the casino. In general, we always recommend using multiple channels and obtaining clear confirmation when requesting self-exclusion due to gambling problems, as this creates stronger evidence that the casino was properly informed and obligated to act.

I understand you did try to follow the process, and we will take that into account. However, any additional proof of communication would significantly help us evaluate the casino’s responsibility in this case.

Thank you in advance for your reply.

Greetings,

I sent you the emails on the date I deposited another €1,000. I will email you the screenshots of the deposits. I can no longer access the account because it was closed, as per my request, on the date I emailed you. I received an email the day after the closure, April 17, which I deleted, telling me that my account was closed due to gambling-related issues.

Salve,

le ho inviato le mail nella data in cui ho versato ulteriori 1000, le manderò per mail gli screen dei versamenti. al conto non posso più accedere perchè chiuso come da mia richiesta nella data in cui le ho comunicato per mail. ho ricevuto una mail il giorno dopo la chiusura 17/4 che ho però cancellato, in cui mi dicevano che il mi conto era chiuso per problematiche legate al gioco d'azzardo.

Hi Viareggio78,

After carefully reviewing the timeline and all available evidence, I would like to explain our current position regarding your case.

We can confirm that on 31.03.2026 you sent an email mentioning gambling-related issues and requesting the closure of your account. However, at this stage, we do not have any acknowledgment or confirmation from the casino showing that your self-exclusion request was received, reviewed, or processed at that time. We also do not have supporting evidence confirming that the casino explicitly informed you that the account had already been closed or that the self-exclusion had been successfully activated immediately after your request.

Additionally, while you mentioned further losses after 01.04.2026, we currently do not have sufficient supporting evidence regarding deposits made after 31.03.2026 beyond the amounts already documented.

I would also like to clarify an important point regarding our general mediation approach in responsible gambling cases. Even when a player submits a valid self-exclusion request, casinos are usually allowed a short reasonable timeframe to receive, review, and process the request internally. Because of this, deposits made immediately or very shortly after the request are not always automatically considered eligible for refund, especially if there is no confirmation yet that the request was acknowledged and activated by the operator.

We absolutely understand your frustration and we do acknowledge that you once attempted to communicate your gambling problems to the casino. At the same time, from the evidence currently available to us, we are unfortunately unable to clearly establish that the casino knowingly allowed continued gambling after a confirmed and processed self-exclusion.

okay, I understand.

My account was closed after 15 days which is not a reasonable number of days.

I no longer have access to my account. I can only send bank statements.

Those who have gambling problems do not control their gambling and should be closed immediately when they send an email, no later than 15 days later.

Anyway, it's the same, I knew it wouldn't get anywhere. I hope they close down, and I'll only write negative reviews about them everywhere. I didn't appreciate your management either, which should protect the player and not endorse unethical behavior.

Greetings

vabbè via ho capito.

Il mio conto è stato chiuso dopo 15 gg che non sono un numero di giorni ragionevoli.

non ho più accesso al mio conto. posso solo inviare gli estratti conto bancari.

chi ha problemi con il gioco d'azzardo non controlla il gioco e nel momento in cui manda una mail dovrebbe essere chiuso immediatamento e non dopo oltre 15 gg.

comunque è lo stesso, tanto lo sapevo che non si arrivava a nulla, mi auguro che chiudano e farò solo recensioni negative ovunque, a loro. non ho apprezzato comunque nemmeno la vostra gestione che dovrebbe tutelare il giocatore e non avallare comportamenti poco etici

saluti

I sent the top-ups for the following days by email, including 13/04, that is, 14 days after my email.

ho inviato a mezzo mail le ricarice dei gg successivi anche del 13/04 cioè dopo 14 gg dalla mia mail

Hi Viareggio78,

Thank you for your additional clarification and for sending the deposit screenshots by email.

I have now carefully reviewed all information and evidence currently available to us, including the timeline of your communications with the casino and the transactions you provided.

At this stage, the main unresolved issue remains determining when exactly the casino acknowledged and/or processed your self-exclusion request submitted on 31.03.2026. Unfortunately, we currently do not have a copy of the confirmation email informing you that the account had been closed due to gambling-related issues, which makes it more difficult to establish the precise moment when the operator internally accepted and activated the closure.

That being said, based on the information currently available, it appears that your request mentioning gambling problems was submitted on 31.03.2026, while the account itself was reportedly closed only on 16.04.2026. If there were no further significant interactions during that period, we agree that such a timeframe would raise serious concerns regarding the handling speed of a responsible gambling request.

For this reason, we will now attempt to contact the casino directly in order to clarify:

• when your self-exclusion request was first reviewed,
• when it was internally acknowledged,
• and why the account remained active until 16.04.2026.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@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.

Dear Viareggio78,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Winnita Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Winnita Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.