Winna Casino - Player's account request is being ignored.

Hello, this casino won't close my account even though I've repeatedly told them I'm a gambling addict and that they should close my account permanently! Please help me get a refund!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winna 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 specify when you were in contact with live chat?
• When was the last time the casino allowed you to deposit?
• What does the amount of 400€ represent in your case?

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

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Is your account currently accessible to you?

Yes, I can log in normally except when I select a 24-hour cooldown period.

Could you please specify when you were in contact with live chat?

I repeatedly requested on June 1rd via live chat that my account be closed because I am addicted to gambling and have no control over my gambling behavior.

When was the last time the casino allowed you to deposit?

I can still normal deposit and the last deposit was today i can still play

What does the amount of 400€ represent in your case?

These are the deposits made from the point at which I repeatedly informed the casino that I wanted my account closed because I am a gambling addict.

Dear Christoph90,

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, Kubo (jakub.m@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,

Tomas

Dear Christoph90,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Winna Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Winna Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello There,

Please note that we have reviewed this case thoroughly. Based on our findings, the player contacted our Live Support team on multiple occasions; however, their interactions were consistently rude and did not clearly communicate any concerns regarding gambling addiction.

Throughout these interactions, the player was directed to use our dedicated responsible gambling platform, Winna Cares, to request self-exclusion and permanently suspend their account.

Following the complaint submitted through this channel, in which the player stated that they were experiencing a gambling addiction, we revisited all previous communications and confirmed that they had never completed or confirmed a permanent self-exclusion request.

Please note that a cooling-off period is automatically applied for 24 hours, after which the player is required to select and confirm a self-exclusion period of 1 week, 1 month, 3 months, or permanently. Our records indicate that the player never selected or confirmed a self-exclusion period, nor did they inform us of any issues encountered during the process.

Nevertheless, upon receiving the complaint, we took immediate action and manually suspended the player's account. As a result, they have been unable to access their account or make deposits since the suspension was applied 14 days ago. The player was also informed of this action.

Please let us know if you require any further information.

We have attached the history of the player's interactions with our Live Support agents for your review.

I sincerely apologize for the language I used. I was very upset because I lost so much money and my account remained open despite my instructions.

However, I clearly and explicitly told you that I am a gambling addict and that you should close my account permanently immediately. Since I have a severe gambling addiction, a 24-hour cool-off period is useless to me because I simply deposit more money after 24 hours and continue to lose. I clearly stated in the chat that you should close my account permanently due to my gambling addiction, and I did so multiple times.

Why don't you show the screenshots where I clearly and explicitly told you I'm a gaming addict? Why do you crop your photos so that this isn't visible?

Dear Winna Casino,

Thank you for providing the details regarding this case.

Could you please review the screenshot provided by the player and provide the transcript of that conversation as well? I would like to know when this correspondence took place and how the conversation continued.

You may provide screenshots directly in the complaint thread, as before, or alternatively send them to my email address at jakub.m@casino.guru.

Additionally, I would like to ask you to provide the full list of the player’s deposits and withdrawals since the message shown in the player’s screenshot, as well as the exact date on which the account was closed.

Thank you for your cooperation.

Hello Kubo,

Please note that we have forwarded the requested information via email.

Kind Regards,

Winna Team

Hello Kubo,

do you received a Mail from Winna Casino? Im still waiting for a reply from you!

Thanks!

Dear Winna Casino,

Thank you for providing the requested materials.

Dear Christoph90,

I have reviewed all evidence provided by both you and the casino.

The full conversation between you and the casino took place on June 2, 2026, when you contacted their support team. I would also like to address one point from your later apology, where you explained that you used abusive language because the casino had not followed your instructions. However, based on the evidence, the abusive language was used at the very beginning of the conversation, before you had clearly explained your issue. That said, this is not the reason for our conclusion.

The key point is that the casino support agent did respond to your concern and advised you to proceed with self-exclusion through the tool available in your casino account. According to our policy, when a player contacts support and requests self-exclusion, and the support agent provides clear instructions on how to complete the process, whether by email or through the account settings, the player is expected to follow those instructions. This is especially relevant because support agents may not always be able to directly apply self-exclusion themselves.

In this case, instead of attempting to follow the provided instructions, you continued the conversation in an abusive manner. Because of this, we have to consider that the necessary effort on your side was not made. Unfortunately, we cannot support refund requests in situations where the player is clearly instructed how to proceed with self-exclusion but does not follow the required steps.

Due to this reason, I must reject your complaint as unjustified.

I also have to point out that you have submitted several previous complaints related to gambling-problem issues, and similar communication patterns have appeared in some of those cases as well. I understand that gambling-related harm can be extremely difficult to manage, but casinos cannot be considered automatically responsible for all losses if the available protective tools and instructions are not used. The most important step has to come from you, by actively using the available blocking and self-exclusion options and seeking appropriate support.

For that reason, I would strongly encourage you once again to consider using the available protection tools.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Furthermore, if you are struggling with gambling addiction, reaching out to someone and seeking professional help can be a crucial step toward recovery.

Based on you location, here’s a list of Problem Gambling Help Centers near you: [Link].

These centers offer free or low-cost services, including counseling, 24/7 helplines, and practical advice to help manage gambling behavior. If you feel ready, reaching out to one of these organizations could make a significant difference.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo