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.

Dear Martin and Casino Guru Team,

The player’s account has been permanently restricted. All further account activity and promotional communications have been discontinued.

We have contacted the player directly regarding the refund request and proposed an amicable resolution. We are currently awaiting the player’s response.

As our direct communication with the player is ongoing, we kindly ask that the complaint remain open. We will provide a further update shortly.

Kind regards,

Legal & Compliance Department

Winberry

Dear casino representative,

Thank you for confirming that the account has now been permanently restricted and for informing us about the proposed settlement.

To establish the eligible net loss, could you please provide the complete transaction and gameplay history from 12 August until the account was restricted, including deposits, withdrawals, bonuses, wagers, balance movements, and the closing balance?

The records may be sent privately to me at martin.l@casino.guru.

Dear Radhou,

Thank you for keeping us updated. I can confirm that I have received your emails.

If you believe you are entitled to the full disputed amount of CAD 2,439, I recommend waiting until we have completed our review before deciding whether to accept the casino’s offer. Please understand that if you explicitly accept a settlement, we will be forced to consider the case resolved, regardless of the amount.

Dear Martin,

Thank you for your guidance and update.

I confirm that I have not accepted Winberry’s partial offer of CAD 900, as I insist on a full refund of all net deposits made after my August 12 self-exclusion request (CAD 2,439.77).

I am fully aligned with your advice and will refrain from accepting any partial settlement. I will patiently wait for your review of the complete transaction history provided by the casino to establish the final net loss.

Thank you again for your continued support in resolving this matter fairly.

Best regards.

Dear Martin and Casino Guru Team,

Thank you for your update.

Please find attached the available account records covering the period from 12 August 2026 until the account was restricted. The details have been sent privately to your email (martin.l@casino.guru).

Kind regards,

Legal & Compliance Department

Winberry

Dear casino representative,

thank you for providing us the requested records, your continued cooperation is appreciated. Please let us know whether you are willing to refund the disputed amount to the player.

Dear Radhou,

I have reviewed the figures provided by the casino. Based on the evidence currently available, I believe you are entitled to recover the funds you deposited after your gambling addiction disclosure and account closure request, which should amount to the already entered dispute value of CAD 2,439.77.

Dear team, we’ve taken this request into work and will do our best to provide an update once we have more information.

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

We are still actively working on this complaint. Thank you for your patience and understanding. We will provide an update as soon as we have further information.

Dear Casino representative,

thank you for your latest message.

Please confirm whether you are willing to refund the eligible losses identified in this complaint.

The evidence shows that the player explicitly disclosed gambling addiction and repeatedly requested closure, yet the account remained available for deposits and play.

Your figures indicate CAD 2,435.08 in net losses and a CAD 4.69 closing balance. Please confirm whether you will reimburse those losses and return the remaining balance.

If you disagree with this assessment, please explain your specific reasons. If you dispute the calculation, please provide the complete transaction and balance history privately to martin.l@casino.guru so I can verify the amount.

Please note that I cannot keep this complaint open indefinitely without a clear path to a fair resolution.

Dear Radhou,

Could you please let me know whether you have received any further updates from Winberry regarding your refund?

If the casino has made a revised offer or sent you any new correspondence, please forward it to martin.l@casino.guru. Please also let me know whether you have accepted any agreement or received any payment in the meantime.

Dear Martin,

Thank you for your intervention and for reviewing the exact figures.

To answer your questions:

• I have NOT received any payment or refund on my account to date.
• I have NOT received any new correspondence, update, or revised offer from Winberry Casino outside of their generic reply on this thread.
• I have not entered into any agreement and I am awaiting the full reimbursement of CAD 2,439.77 as stated.

Thank you for your help.

Best regards,

Radhou

We’re still reviewing your complaint and working to resolve the matter. Thank you for your patience while we look into this. We’ll keep you updated as soon as we have any news.

Dear Winberry Casino representative,

Thank you for your update. Could you please let me know where your review currently stands and when you expect to provide a substantive response to the reimbursement request?

I appreciate that the matter may require further internal coordination. At the same time, the player has been waiting for several weeks, so a clear indication of the next steps and expected timeframe would help me keep everyone informed.

I remain available if you need any clarification regarding my assessment or the requested reimbursement.

Thank you for your continued cooperation.