Winorio Casino - Player's account closure request is ignored.

i asked on 21-07-2025 to close my account, they responded that they offered me a bonus instead. I told them that i was addicted but still no response. Now im asking all of my Money back that i deposited from 25-7-2025 till now.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What specific response did you receive when you requested to close your account on 21-07-2025?
• Have you had any further communication with the casino since your last request?
• Could you please clarify if you currently have access to your casino account?

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

Best regards,

Kristina

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

They replied on 22-7-2025:

Thank you for contacting us, my name is Arthur.

Thank you for reaching out, and I’m truly sorry to hear how you're feeling. 

We completely understand your concerns and respect your decision. However, before proceeding with the permanent closure of your account, we’d like to kindly suggest an alternative that might help you maintain better control over your gameplay — setting a deposit limit. 

A deposit limit allows you to stay within a budget that feels comfortable to you, while still keeping access to your account should you wish to return in the future. Of course, if you prefer to proceed with closing the account, we will respect your choice.

What is more - feel free to contact us whenever you face any difficulties or need additional assistance, we are available round the clock!

Have a nice rest of the day, and good luck!

Best Regards,

Winorio Support Team

also they send me the same day a bonus. Via e-mail.

then i send them another e-mail that they need to close my account because i am addicted.

on 25-7-2025 they send me this:

Hi there! You've reached our TrueLuck Support Team — Jordan here, ready to assist you.

We're here to make your time with us as enjoyable and effortless as possible. Whether you're diving into a wide variety of games from top-notch providers or exploring our latest promos, there's always something to keep the fun going.

And the excitement doesn't stop there—our regular bonuses and special offers are designed to give you even more opportunities to win. Plus, if you ever need a hand, our support team is always just a message away, ready to help whenever you need it.

What is more - feel free to contact me whenever you face any difficulties or need additional assistance.

Best Regards,

Winorio Support Team

i can still acces my account on the website.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Sienna,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi i already send everything to the e-mail that you gave me

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sienna, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Winorio Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sienna,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to.

Instead, I would strongly recommend installing free app BetBlocker (https://betblocker.org/nl/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Lastly, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials. I am really sorry I could not be of more help on this occasion.

Matej

We’ve reopened this complaint at the request of Winorio Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Sienna,

Please accept our apologies for the long wait.

We are very sorry that you encountered this situation. We would like to inform you that your account has been closed in accordance with your request.

We appreciate your understanding.

Best regards,

Winorio Team

Dear Winorio Casino, can you confirm the account has been marked as "gambling addict, never reopen" and has been closed permanently and all the marketing communication has ceased both via e-mail and phone? Also, has any balance been confiscated upon closure or were any deposits and withdrawals made since 28th May until this account closure?

If needed, please feel free to send me cashier history or any sensitive information via e-mail at matej.l@casino.guru. Thank you.

Dear Matej,

Thank you for your follow-up!

We would like to inform you that the player’s account has been permanently closed without the possibility of reopening.

We appreciate your understanding.

Best regards,

Winorio Team

Hi winorio

i also want the money back that i deposited since i asked for a account closure.

Thank you for the confirmation. With the account closed, there is just one last thing to resolve - refund eligibility.  I would like to ask if any balance has been confiscated upon closure or were any deposits and withdrawals made since 28th May until this account closure?

If needed, please feel free to send me cashier history or any sensitive information via e-mail at matej.l@casino.guru. Thank you.

Dear Matej,

Thank you for your request!

We would like to inform you that we are currently working on your request.

Thank you for your understanding.

Best Regards,

Winorio Team

Dear all,

Thank you for waiting!

We would like to inform you that we are currently working on resolving the situation.

We appreciate your patience and understanding while we address this issue.

Kind Regards,

Winorio Team

Dear Winorio Casino, as I am unable to keep prolonging the timer forever, I would like to ask for a prompt finish to the investigation, or at least provide me with something, so I can help to mediate the case towards the resolution. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sienna,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to.

I am really sorry I could not be of more help on this occasion, however I would strongly recommend installing free app BetBlocker (https://betblocker.org/nl/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Best regards,

Matej