Winit Casino

Public

willnj

Bronze

United Kingdom

Public

4 days ago

I am submitting this complaint regarding Winit Casino’s failure to act on repeated requests to close my account due to a gambling problem. Because my requests were ignored, I continued to deposit and gamble, resulting in significant financial losses.

Timeline and Details

Approximately 4 days ago I first contacted the casino requesting that my account be closed because I was struggling with a gambling problem and could not control my gambling behaviour.

Despite clearly stating this, my account was not closed and remained fully accessible.

Over the following days I made multiple attempts to have my account closed, including:

Repeated live chat conversations where I explained that I have a gambling problem and asked for my account to be closed.

Asking support if there was a self-exclusion option on the website, to which I was told there was not.

Being instructed to contact different email addresses to request closure.

I was first told to email johnny@winitinfo.bet, however this email address does not exist, and my message bounced back. This caused additional delays.

I was then instructed to email maya@winitinfo.bet and support@winitinfo.bet, which I did. Despite sending these emails, I did not receive a response resolving the issue and my account remained open.

Because the account remained open despite my repeated requests, I was able to continue depositing and gambling during a period where I had explicitly said I could not control myself.

Since my initial request to close my account, I have deposited £1,040.

These deposits would not have occurred if my account had been closed when I first asked for help.

Additional Responsible Gambling Concerns

Several aspects of the platform encouraged further gambling and made it very difficult for me to stop:

I continued receiving incentives and bonuses, which encouraged me to deposit more money in order to claim the bonuses.

The casino has a minimum withdrawal requirement of €90, which pressured me to continue depositing or gambling to reach the withdrawal threshold.

The platform allows withdrawal cancellation, which made it easy to reverse withdrawals and continue gambling.

There was no visible self-exclusion option, leaving me dependent on support staff to manually close my account.

During this entire period I repeatedly told support that I have a gambling problem and cannot control myself, yet my account remained open and fully accessible.

GamStop Context

I am also registered with GamStop due to my gambling problem. I was able to access and play on this website very easily because it is not legally bound to the GamStop system.

While I understand offshore casinos may not be required to participate in GamStop, this made it especially important for the casino to respond quickly when I directly asked for my account to be closed due to a gambling problem. Unfortunately, this did not happen.

Requested Resolution

I am requesting the following:

Immediate permanent closure of my account.

Removal from all marketing and promotional communications.

A full refund of the £1,040 deposited after my initial request to close my account.

I believe this is a fair resolution because these deposits were only possible due to the casino’s failure to act on a responsible gambling request.

If my account had been closed when I first requested it, these deposits and losses would not have occurred.

I hope this matter can be resolved fairly and I appreciate the assistance in reviewing this case.

On Sunday 5th April 2026 at the time of submitting this complaint, my account remains open and able to deposit. The casino even added a random bonus to my account this morning.