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.

Dear Karla,

Thank you for your response.

Please see my answers below:

1. Had my casino account successfully completed KYC verification?

Yes. My account had successfully completed KYC verification and I was an established VIP customer.

2. How long had I been communicating with Winberry regarding closure/self-exclusion before July 30, 2026?

I had already raised account closure with Winberry before July 30. In particular, there was closure-related correspondence on July 23, 2026, where my VIP representative responded by telling me that I was a "very valuable client" and asking for one more chance to improve my experience, rather than simply closing the account. 

However, I am intentionally basing my refund claim on July 30, 2026, because that is the date of my clearest and unequivocal written self-exclusion request, when I stated:

"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 closed permanently. 

3. How long did it take Winberry to permanently block my account after July 30?

Winberry did not permanently block my account until August 16, 2026.

Therefore, my account remained active for 17 days after my July 30 self-exclusion request.

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

my account was permanently blocked on August 16, 2026;

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

during the relevant period I deposited CAD $10,916 and withdrew CAD $5,100, leaving net deposits of CAD $5,816. 

I also followed up on August 5 asking why the account had still not been closed. 

My requested resolution therefore remains CAD $5,816 in full.

Thank you.

Hello gpac2024,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok, thank you.

Dear gpac2024,

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

An update would be kindly appreciated considering it’s been 3 weeks.

Hello gpac2024,

I am sorry to hear about your troubles, I am Martin and I will be handling your complaint from now on.

Dear Winberry Casino representative,

The player has provided correspondence indicating that they disclosed a gambling problem and requested immediate account closure on 30 July 2026. Your Legal and Compliance Department subsequently confirmed that the account was blocked on 16 August and that processing took longer than ordinarily expected.

Please provide us with a transaction history from 30 July until the block, so I can assess the financial activity after the request. You may send the records privately to me at martin.l@casino.guru.

Kind regards,

Martin

Casino Guru Team

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.

I would like to note that Winberry’s latest response does not provide any new substantive information.

Winberry’s own Legal and Compliance Department has already confirmed that:

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

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

during the relevant period I deposited CAD $10,916 and withdrew CAD $5,100, resulting in CAD $5,816 in net deposits.

These facts and figures have already been established by Winberry itself.

Winberry has also already made partial settlement offers of CAD $800 and CAD $1,300, both of which I declined.

At this stage, repeated statements that the matter is still "under review" are not advancing the complaint.

My requested resolution remains CAD $5,816 in full.

I respectfully ask Casino Guru to assess the complaint on the evidence already provided and move the case toward a substantive conclusion.

Dear Winberry Casino representative,

thank you for your cooperation so far.

I would kindly like to ask you to reconsider your settlement position and offer a refund that properly addresses the losses resulting from the delayed self-exclusion.

According to the information provided by the player, it seems they had lost CAD 5,816 in net deposits. Against that background, offering CAD 800 or CAD 1,300 as a full-and-final settlement does not appear to adequately address the failure.

The player explicitly disclosed compulsive gambling and asked for immediate closure. Please review the case on the basis of refunding the eligible losses caused by the delayed protection, which, at this point, seem to amount to CAD 5,816.

In case you disagree, please provide us with the player's full transaction history, so we can calculate the correct amount ourselves. The document can be sent to martin.l@casino.guru

Dear team, please be advised that an email regarding this case has been sent to martin.l@casino.guru.

Dear casino representative,

thank you for your message, I have responded to your email.

Dear gpac2024,

thank you for your patience. I have sent you an email, please check your inbox.

Thank you, Martin.

I have received your email and responded privately.

I understand from Casino Guru’s assessment that Winberry is unwilling to refund the eligible losses arising from the documented failure to process my self-exclusion request appropriately, and that the complaint will therefore be closed as unresolved with the corresponding Safety Index penalty.

My position remains unchanged. Winberry had multiple opportunities to resolve this matter fairly and chose not to do so.

I appreciate Casino Guru’s review of the evidence and its decision to reflect the unresolved outcome in Winberry’s Safety Index.

I would appreciate an update from Casino Guru at this stage.

This complaint concerns a serious responsible-gambling and self-exclusion issue, not a routine customer-service dispute.

I explicitly informed Winberry that I was a compulsive gambler and wanted my account closed immediately. Winberry later acknowledged in writing that the processing of my self-exclusion request took longer than ordinarily expected. My account nevertheless remained active until August 16, during which time I was still able to deposit and gamble.

Casino Guru has already reviewed the evidence and advised me that, if Winberry remained unwilling to reimburse the eligible losses, the complaint would be closed as unresolved with the appropriate impact on its Safety Index.

I understood that Casino Guru wanted to give Winberry one further opportunity to reconsider its position, and I was willing to allow additional time for that. However, the complaint is now showing "Waiting for Casino Guru to reply" with the timer at zero, and I have not received a substantive update.

What concerns me most is that this involves the failure of a self-exclusion safeguard intended to protect someone who had expressly identified a gambling problem. Yet Winberry continues to display an 8.0 "High" Safety Index and is still presented as a recommended casino while this serious responsible-gambling complaint remains unresolved.

Winberry has had numerous opportunities to address what happened. Its own Legal and Compliance Department acknowledged the delay in processing my self-exclusion, yet the casino has still chosen not to reimburse the eligible losses.

If Winberry has reconsidered its position and intends to reimburse those losses, I would be very pleased to hear that.

If not, I respectfully ask Casino Guru to now finalize the complaint, clearly reflect the responsible-gambling and self-exclusion failure in the final public outcome, and apply the appropriate Safety Index consequences.

I believe I have been patient throughout this process, and I would simply like to see the complaint brought to a conclusion.

Dear gpac2024,

I have sent you a private message. Thank you for your patience so far.

Dear gpac2024,

After reviewing the available information and giving Winberry further opportunities to reconsider its position, I will now close your complaint as unresolved.

You explicitly disclosed compulsive gambling and requested immediate account closure on 30 July 2026. However, your account remained active until 16 August, and the casino acknowledged that processing your request took longer than ordinarily expected.

The available information indicates net losses of CAD 5,816 during this period. We asked the casino to reimburse the eligible losses or provide the full transaction history to substantiate a different calculation. Its partial settlement offers do not adequately address the documented self-exclusion failure, and no satisfactory resolution has been reached.

Your complaint will therefore be closed as unresolved. I understand your frustration, particularly after the additional time spent seeking a solution. Unfortunately, we cannot compel the casino to issue a refund.

Should you wish to pursue the claim further, you may consider seeking independent legal advice about your available options.

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I am sorry that our mediation could not bring about the refund we consider warranted.

Best regards,

Martin