The player from the United Kingdom had been trying to close her casino account for months, citing her gambling problem, but had received no response despite numerous attempts through live chat and multiple emails. We asked her to confirm access to her account, whether a chargeback had been initiated, and to share her original self-exclusion request, but she did not reply. As a result, we were unable to investigate further, and the complaint was closed for now due to lack of response.
Winit Casino - Player's account closure request has been ignored.
Closed
Our verdict
Player stopped responding
Amount: £3,000
Winit Casino
Safety Index 2.2 Very lowCase summary
Discussion
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1 month ago
I have been asking the site for months to close my account through live chat, emails to multiple different email addresses and siting my gambling problem and issues with the site but I have been ignored every time I have more emails and things if you need to see them
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Winit Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you currently still have access to your account?
- Have you initiated a chargeback with your payment provider?
- Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
Dear Lozzy90,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
