Winberry Casino - Player's account remained active despite self-exclusion request.

On August 12, 2026, I formally requested a permanent account closure and self-exclusion via the live chat support on Winberry Casino due to gambling problems.

Despite my explicit request, Winberry Casino failed to restrict or close my account, breaching basic responsible gambling standards and their duty of care.

As a direct result of their failure to act on my self-exclusion request, my account remained fully active. Between August 19, 2026, and August 20, 2026, I suffered a relapse and was allowed to make 25 additional deposits totaling $2,439.77 CAD.

I am requesting a full refund of all net deposits ($2,439.77 CAD) made after my initial self-exclusion request on August 12, 2026.

I have attached my complete, timestamped deposit history showing all transactions processed after my self-exclusion request.

Thank you for your mediation and assistance in resolving this matter.

Sincerely,

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Dear Radhou,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"xSelf-exclusion is a responsible gaming measure intended for players who wish to restrict their access to the Platform for a selected period of time.

Self-exclusion is intended for situations where a player believes they need a formal restriction on their account activity.

The Company may offer self-exclusion periods such as:

• 7 days;
• 14 days;
• 30 days;

Players who wish to stop using the Platform indefinitely may contact Customer Support to request account closure.

support@winberry.com or support@winberry.casino"

To better understand your case, could you please clarify a few points?

• Did you try to contact support also through the mentioned e-mail or live-chat regarding your self-exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

All proof has been delivered to your inbox. Thank you for your continued help in obtaining a full refund of these transactions.

I contacted the support both through chat and email to get excluded.

Best regards.

Dear Radhou,

Thank you very much for your reply.

Unfortunately, I am unable to locate the email containing the evidence you mentioned in my inbox.

Could you please confirm the exact email address you used to send the documents to me?

Alternatively, could you please attach the relevant evidence directly to this complaint thread, particularly your self-exclusion requests and communication with the casino via email and live chat?

I apologize for the inconvenience and thank you very much for your cooperation.

Karla M.

Dear Radhou,

Thank you very much for your reply and for confirming the email address.

Unfortunately, I am still unable to locate the email containing the evidence. As this evidence is very important for the assessment of your complaint, could you please resend it to karla.m@casino.guru?

Additionally, please upload the same evidence directly to this complaint thread so that I can make sure I receive and review all the relevant documentation, particularly your self-exclusion requests and the related communication with the casino.

I apologize for the inconvenience and greatly appreciate your cooperation.

Karla M.

Hello,

I sent back and email just now ! I also uploaded the proof in my last message. Can you see it ?

I will add it again on this one...

Dear Radhou,

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, Martin L., (martin.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,

Karla Mayfly

Hello Radhou,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to ask you, is your account still opened?

I would like to invite the Winberry Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? From the evidence provided by the player, it seems he has been trying to self-exclude since 12th of August. Would you be willing to provide us with the player's deposit history, so we can evaluate whether any funds are warranted for a refund?

Additionally, in case the account is still opened, please close it permanently. While the livechat agent has mentioned licensing obligations are preventing the closure, I would like to emphasize that this is not a valid argument. The account can be closed and data retained for any timeframe required.

Thank you in advance for providing us with your view of the issue.

Dear Radhou,

I can confirm I have been able to reach a casino representative. He claims you are currently in contact with a personal manager. Could you please clarify whether this is true?

Please let us know if you have been offered the permanent exclusion as required.

Dear Martin,

Thank you for the update. I want to clarify the exact timeline and situation regarding the VIP Manager:

Self-Exclusion Request: On August 12, 2026, I officially notified Winberry Casino of my severe gambling addiction via email and requested account closure.

Casino's Failure & Retention Tactics: Instead of instantly locking my account, the casino left it active and continued to contact me with retention offers. I did respond to a VIP Manager regarding a bonus they offered.

However, under Responsible Gambling regulations, once a player declares a gambling addiction, the casino is required to immediately restrict the account and cease all promotional contact.

To this day, my account has STILL NOT been closed or permanently self-excluded by the casino, despite my explicit requests.

I confirm that no deposits have been made since filing my formal complaint.

I have not accepted any private resolution or agreement with the casino. I insist on a full refund of all deposits made after my initial August 12 self-exclusion request, as the casino failed in its mandatory duty of care by keeping my account open and offering bonuses instead of blocking me.

Best regards,

(Name redacted by Casino Guru)

Dear Radhou,

thank you very much for the clarification, I have now contacted the casino with further questions.

As for the communication with the personal manager, please forward it to martin.l@casino.guru. Please also note that we fully agree with your stance - your account should have been closed and no promotional messages should have been sent instead.

Dear Martin,

Thank you for your support and for validating this crucial point.

As requested, I have forwarded / attached the relevant screenshots and emails regarding the communication with the personal/VIP manager to your email address. Did you receive it ?

As shown in those exchanges, the manager continued to offer retention incentives and bonuses despite my formal self-exclusion request on August 12 due to gambling addiction.

Please let me know if you need any additional information while you await the casino's response.

Best regards.

Hello Martin,

I want to inform you that I received a direct email from Winberry's Legal Department offering a partial settlement of CAD 900 and confirming that my account is now closed.

I have forwarded their full email to your inbox (martin.l@casino.guru) for your review.

Thank you.