Winnerz Casino - Player's account has been closed and funds lost.

Hello,

I would like to file a complaint against Winnerz Casino regarding a failure of responsible gambling measures and player protection.

Before playing at Winnerz Casino, I had already contacted their sister casino, Trickz Casino, and explicitly informed them that I suffer from a gambling addiction. I requested a permanent closure of my account and asked to be blocked from all casinos operated by the same company/group. Trickz Casino accepted my request and closed my account.

Despite this, I was later able to register, deposit, and gamble at Winnerz Casino, which is part of the same group. According to the casino’s Terms & Conditions and responsible gambling policies, this should not have been possible. In their T&C is stated that If a player declares a gambling addiction and requests exclusion across the entire group, appropriate measures should be taken to prevent access to other casinos operated by the same company.

As a result of this failure, I was able to deposit and lose €571 at Winnerz Casino after my gambling addiction had already been disclosed to the operator through their sister casino.

I have attempted to resolve this matter directly with Winnerz Casino before submitting this complaint. I requested a refund of my deposits due to the operator’s failure to apply the requested group-wide exclusion, but so far the issue has not been resolved.

I am therefore asking Casino Guru to review whether the operator complied with its responsible gambling obligations and whether a refund of my €571 in deposits is justified under these circumstances.

I have attached screenshots showing:

My gambling addiction self-exclusion request at Trickz Casino.

Confirmation that my Trickz account was closed.

Evidence of my deposits and losses totaling €571.

Thank you for your assistance.

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Hello.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general terms and conditions, and this is what I found:

35.8 Due to technical necessity, all of Feature Buy Ltd.'s brands and websites are operated independently of each other. Should You wish to effect a Self-Exclusion across all Feature Buy Ltd. brands, You must do so by submitting a Self-Exclusion request via each brand’s website or customer support email address. Alternatively, You may instruct us to process this request on Your behalf by sending an email to support@trickz.com, providing us with sufficient information to identify Your accounts across all Feature Buy Ltd. brands. Your Self-Exclusion request will then be actioned in a timely manner across all existing accounts with Feature Buy Ltd.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Winnerz Casino? Alternatively, have you provided the casino with sufficient information to identify your accounts across all the brands?

I look forward to your reply.

Best regards,

Attila