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.