Winna Casino - Player's deposits are requested after self-exclusion.

I self excluded permanently from this casino due to problem gambling. I am unable to control my gambling. My account was reopened (from my asking, I admit) and I proceeded to play recklessly (why I self excluded in the first place, due to my extreme vulnerability to gambling) and lost $7506.04 USD over the course of the last 3 days.

i would like these deposits refunded as I believe this to be a breach of their responsible gambling pledge.

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.

Dear Jerrycan808,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve experienced.

To better understand your case and assess it properly, I would like to ask you a few additional questions:

• Could you please confirm when exactly you requested the permanent self-exclusion and how it was processed (e.g., via email, live chat)?
• Did you explicitly state that you have a gambling problem when requesting the self-exclusion?
• When you later requested the reopening of your account, what exactly did you communicate to the casino?
• Did the casino perform any responsible gambling checks (e.g., warnings, cooldown periods, questionnaires) before reactivating your account?
• How long after your self-exclusion was your account reopened?
• Have you contacted the casino regarding this issue after the losses occurred? If yes, what was their response?

Additionally, if you have any relevant communication with the casino (emails, chat transcripts, confirmation of self-exclusion, or reopening request), please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela