Winit Casino - Player’s account remains open despite closure request.

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.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winit Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Make sure the recipient and the sender information is included. Please share the information with timestamps if available, to my email at tomas@casino.guru
• Have you received any specific or automated replies to the requests sent via email?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your response.

Please see my answers below:

1. Is your account currently accessible to you? 

No, my account is no longer accessible. It was closed by the casino on 6 April 2026, following my initial request on 1 April 2026.

2. Communication regarding gambling issues 

On 1 April 2026, I contacted the casino via live chat and email clearly stating that I was struggling with gambling and needed my account to be closed. I continued to contact them daily with the same request until the account was eventually closed. 

I have now sent all relevant screenshots to your email, including timestamps and visible sender and recipient details.

3. Email responses 

I was instructed by support to contact individuals named Johnny and Maya. 

- The email address provided for Johnny was invalid. 

- I emailed Maya but did not receive any meaningful response addressing my request. 

Overall, responses were either generic or non-existent.

4. Response to refund request 

The casino has not addressed my refund request. 

It has now been over a week since my complaint, and they have only confirmed account closure while completely ignoring the issues raised regarding delayed closure, continued deposits, and responsible gambling concerns. No refund or resolution has been offered.

Additional information 

Between 1 April and 6 April 2026, I deposited approximately 1250 GBP after my initial request to close my account. During this period: 

- I contacted support daily requesting closure 

- There was no option for manual self exclusion 

- Live chat agents stated they could not close my account 

- I continued to receive promotional emails and bonus offers 

- Withdrawals could be cancelled, which contributed to further losses 

I believe this demonstrates a serious failure to act on a responsible gambling request.

Please let me know if you require anything further.

I have emailed all correspondence to you

Kind regards, 

William

Hello willnj,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Winit Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Winit Casino.

I wish I could be of more help. The casino can reopen this complaint anytime.