Winberry Casino - Player seeks refund after account closure delay.

I am filing this complaint regarding Winberry Casino’s failure to promptly process my repeated self-exclusion/account closure requests.

On July 30, 2026, I wrote directly to my VIP representative:

"I am a compulsive gambler and I want the account closed now."

I also stated that I had repeatedly asked for closure and wanted the account permanently closed. Despite this, my account remained active. 

Winberry’s own support later acknowledged that I had submitted the same request multiple times and had contacted them repeatedly. I also followed up again on August 5, asking why the account had still not been closed. 

Winberry’s Legal and Compliance Department later confirmed in writing that:

my account was not permanently blocked until August 16, 2026;

the processing of my self-exclusion request "took longer than ordinarily expected";

between July 30 and the eventual block, I deposited CAD $10,916 and withdrew CAD $5,100, leaving net deposits of CAD $5,816. 

I had already raised account closure with Winberry before July 30, but I am basing my refund claim on July 30 because that is the date of my unequivocal written self-exclusion request stating that I was a compulsive gambler and wanted the account closed immediately.

I am therefore seeking reimbursement of CAD $5,816, representing the net amount deposited during the period in which my self-exclusion request remained unprocessed.

This is not a complaint about bonuses, RTP, or dissatisfaction with gambling results. The issue is that I had clearly requested self-exclusion, Winberry later acknowledged that processing was delayed, and I remained able to deposit and gamble until August 16.

Winberry initially offered CAD $800 as a goodwill settlement and later increased that offer to CAD $1,300, both on a full-and-final settlement basis. I declined because my claim is for the full CAD $5,816. 

I previously brought this dispute through AskGamblers. During that process, their Complaint Team asked Winberry to provide detailed evidence that it had honoured its Responsible Gambling policy and indicated that, failing such evidence, they believed a full refund was appropriate. The complaint ultimately closed unresolved.

I have supporting documentation including my July 30 self-exclusion request, follow-up closure requests, Winberry support acknowledgments that I had submitted the request multiple times, Winberry Legal and Compliance’s admission that processing took longer than expected, Winberry’s own transaction calculation establishing the CAD $5,816 net amount, and the AskGamblers complaint record and unresolved outcome.

Requested resolution: CAD $5,816 refund in full.

Privacy request: The supporting documents contain private personal information. I respectfully ask that Casino Guru use them only for complaint review and not publish the documents or screenshots publicly.

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Dear gpac2024,

Thank you very much for submitting your complaint. I am sorry to hear about the difficulties you experienced with your self-exclusion request.

To better understand the circumstances of your case, could you please clarify the following:

• Had your casino account successfully completed KYC verification?
• How long had you been communicating with Winberry Casino regarding the closure/self-exclusion of your account before your clear request on July 30, 2026?
• After your July 30 request stating that you were a compulsive gambler and wanted your account closed immediately, how long did it take the casino to permanently block your account?

You can attach the evidence directly to your complaint or send it to me at karla.m@casino.guru.

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

Karla M.