Winorio Casino - Player's account has not been self-excluded.

I am writing to submit a formal complaint against the gambling website Winorio.com, which has caused me severe financial loss and mental distress due to their repeated failure to enforce responsible gambling protections.

📌 Key Issues:

Since early August 2025, I have sent multiple emails and messages via live chat asking Winorio.com to:

Set strict deposit and play limits

Close my account permanently

Acknowledge that I have a gambling addiction and am not in a healthy frame of mind

Despite my repeated pleas, I was:

Ignored

Offered no support or safeguards

Told by my "account manager" to just "not use the site," and that it was "optional" to play, leaving my account open and vulnerable

I made it explicitly clear that I had a gambling problem and was not well, yet no responsible gambling steps were taken.

As a direct result of their negligence and failure to act, I have lost over £2,000, suffered immense mental strain, and now continue to experience psychological harm from their complete lack of care or protection.

🧾 What I Am Requesting:

A full refund of £2,000, as this loss occurred after I made documented efforts to restrict or close my account.

That regulatory and oversight bodies investigate this platform for failing to:

Provide basic responsible gambling features

Respond to support requests

Follow minimum standards of customer care or user protection

That Winorio.com be blacklisted or suspended, as they actively exploit vulnerable individuals in breach of ethical and possibly legal obligations.

📎 I Have Documentation:

Email threads requesting account closure

Screenshots of live chat conversations

Timeline of events from August 2025 to present

Evidence of deposits made during this period

This is not just about money — it’s about holding a dangerous operator accountable for ignoring the well-being of at-risk users. I urge your office to take action or escalate this to appropriate enforcement bodies.

Thank you for your time and attention.

Hello,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

In the screenshots you’ve provided so far, I didn’t see any mention of gambling addiction or responsible gambling concerns as the reason for your request. Could you please confirm whether you also informed the casino about your gambling addiction in any of your emails or chat conversations? If so, please forward us those messages as well as the casino’s replies to veronika.f@casino.guru.

This information is crucial, as it will allow us to verify whether the casino failed to act on a clear self-exclusion request.

Thank you in advance for your cooperation.

Best regards,

Veronika

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Hi,

I will be sending the supporting screenshots and additional evidence via email for your review.

Thank you again for your assistance in addressing this serious matter.

– Refund Request

Thank you for your continued assistance with my complaint against Winorio.com.

While I appreciate that account closure would at least prevent further harm, I must stress that this outcome alone does not address the core issue. I made it explicitly clear to the casino that I suffer from a gambling addiction and repeatedly requested self-exclusion/account closure. Despite this, the casino delayed, ignored my requests, and left my account open which directly resulted in further losses.

If the casino now agrees to close my account, this is effectively an acknowledgment that I should have been excluded when I first raised these concerns. For this reason, I believe a refund of the losses incurred after my initial self-exclusion request is both valid and necessary.

I respectfully ask that my refund request remains part of this complaint and that the matter is escalated further if the casino refuses to take responsibility.

Thank you again for your support, and I look forward to your reply.

Thank you for the emails.

Could you please clarify whether you have contacted your VIP manager or the casino’s support email more than once to request account closure? In addition, did you mention your reasons for wishing to close your account in any of these messages? If so, kindly forward them to me.

I understand that you stated gambling problems in one of your conversations with live chat support. However, please note that live chat rarely has the authority to process a self-exclusion request directly. Players are usually required to contact the casino via email in order to fulfill such requests.

Finally, could you please specify the exact date when you informed the casino about your gambling addiction via chat, as the screenshots you provided do not display a visible date?

I want to make it absolutely clear that in the three emails I sent to Winorio.com, I specifically requested permanent account closure due to my gambling addiction. This is already shown in the evidence I provided.

The casino ignored my requests, sent only automated replies, and my account manager never responded. Even in live chat, I was told only that my manager was unavailable.

This shows I made multiple written requests with my reasons clearly stated, yet the casino failed to act.

Could you please confirm what course of action you will now take in light of this?

Could you please specify the date when you had the conversation with the live chat agents requesting self-exclusion due to gambling addiction? The screenshots you provided do not show the date or time of your conversation.

Additionally, could you clarify when exactly you deposited £2,000 into the casino? Was this a single deposit or several smaller deposits?

Thank you for your response.

I had multiple conversations with Winorio.com via live chat where I requested self-exclusion and deposit limits due to my gambling addiction. The screenshots I captured unfortunately do not display the date and time, but these conversations took place between 8 August and 30 August 2025, during the same period I was depositing.

The £2,000 you referred to was not a single deposit. It was a series of smaller deposits spread over several days within that same timeframe (8–30 August 2025).

Thank you for your reply. Has the casino closed your account in the meantime, or are you still able to access it?

Still open

Good Afternoon,

I wanted to update you that I’ve sent a formal email to on Saturday requesting a my refund (£2,760) and accountability for their actions. I’ve CC’d you and other regulatory bodies to ensure full transparency and to make it clear that this matter is now being closely monitored.

Given Winorio’s continued refusal to acknowledge or address my previous communications, I’ve taken this step to ensure proper escalation and oversight. I believe this case requires urgent attention, and I trust that your involvement will help ensure they respond appropriately and within a reasonable timeframe.

This situation has caused me significant distress and impacted my mental health and wellbeing, which is why I’m determined to see it resolved fairly and promptly.

Please confirm receipt.

kind regards,

******

Thank you very much, Anon123, for providing all the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@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.

Dear Anon123,

I am so sorry to hear about your problem with the Winorio Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Winorio Casino representative to join this conversation and participate in resolving this complaint.

Dear Winorio Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hi Veronika & Igor,

Thank you for your response and for looking into this for me. I really appreciate your time and support on this matter.

I’m keen to hear what the casino will say in this case, as it appears they have been lacking accountability and have failed to act responsibly regarding my situation and responsible gaming obligations.

Dear all,

Thank you for bringing this matter to our attention.

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.

Best Regards,

Winorio Team

Thank you for your response, Winorio.

I must stress that this situation has caused me significant distress. I repeatedly informed your team that I was not in the right frame of mind and asked for assistance in closing or limiting my account, yet my requests were ignored. Instead of receiving support or action being taken I even spoke to your live chat who kept assuring me my account manager will get in touch with me but never did which worsened my situation and showed a complete disregard for responsible gaming obligations.

This is not only a matter of poor communication but a failure of duty of care. The lack of empathy and accountability from my account manager left me distressed and unsupported, despite my clear calls for help.

Given the evidence I’ve provided and the impact this has had on my wellbeing, I expect a full refund of my losses between 8 August – 30 August, and confirmation that my account is permanently closed.

All evidence supporting my complaint has been provided in full, including communication records that clearly show my repeated requests for help and account closure were ignored. It’s clear customer mental health was not taken into consideration after being exploited and taken advantage of.

I trust this will be properly reviewed as part of the ongoing investigation.

I hope Casino Guru takes note of the seriousness of this complaint, as Winorio’s conduct raises serious ethical and responsible gaming concerns.

Dear Anon123,

Can you please specify the date when the conversation in the live chat with Peter took place?

You said the conversation took place in August, but it doesn't display the date.

When you go to your gallery, load the photo, and click on 'details', it should show you when the screenshot was taken.

We might need this for a complete timeline.

Dear Winorio Casino,

Thank you for your response and for informing us that you are looking into this case.

However, I would like to ask you to self-exclude the player's account as soon as possible, or at least disable the deposit and/or betting functions.

The player informed you in August for the first time about a gambling problem, but to this day you have failed to take any action.

It's been two months.

Hi Igor,

I’ve sent over the email and included all the information and evidence you requested. Please let me know once you’ve received it.

Hello,

I can confirm that I’ve received your email.

Thank you.

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 Anon123,

Could you please inform us whether there has been any progress with your self-exclusion? Or at least if a deposit or betting restriction has been set.

Thank you very much in advance.

Dear Winorio Casino,

As I mentioned before, I would like to ask you to self-exclude the player's account as soon as possible, or at least disable the deposit and/or betting functions.

Your response so far lacks clarity, and the amount of time taken to process a simple self-exclusion request is concerning.

Please note that referring this matter solely to the player’s VIP manager, who appears to be unavailable, is not an acceptable reason for the delay.

Within the next time frame, I kindly ask you to take concrete steps toward restricting the player's account and resolving this complaint.

Hi Igor,

Thank you for your continued assistance.

I want to confirm that despite Winorio’s repeated statements that they are "working on it," no progress has been made. My account remains open, I can still deposit, and my refund has not been addressed. This prolonged inaction is causing me unnecessary stress, especially given that I clearly disclosed my vulnerable state and repeatedly asked the casino to apply limits or close my account.

All evidence has already been submitted, showing consistent neglect and failure to act responsibly. The ongoing delays now appear intentional rather than procedural.

I am cooperating with Casino Guru in good faith, but I expect Winorio to act with integrity and urgency in processing my refund and enforcing the self-exclusion I requested.

This delay shows that Winorio’s actions are not in the best interests of its customers but instead serve to exploit and take advantage of them just as they did in my case. It’s disappointing to see a lack of responsibility or concern for player welfare, especially when the evidence and communication have been clear from the start.

Hi Igor and Winorio,

I’ve spoken with the Winorio live chat team, and they confirmed that my account manager will be processing my request. I’ve also sent a follow-up email to ensure this is handled promptly.

I sincerely hope this marks an end to this ongoing issue, as the entire process has caused me significant distress. I trust that Winorio will finally uphold their responsibilities and resolve this matter without further delay.

I will update you once I receive my refund and my account is fully closed hopefully this brings a final resolution to what has been an unnecessarily prolonged situation.

Winorio live chat team said:

"Your request is still being processed directly by your manager.

Unfortunately, I don't have information regarding the exact timeframe, as it is handled solely by your manager.

As soon as there is an update or a response regarding your request, you will receive an email notification.

We appreciate your patience while your manager works on this."

It has been more that 48hrs and no update from Kate which is no suprise as I’m told one thing by the live chat team and not action from my manager.

I’ve given Winorio every opportunity to resolve this matter directly and professionally, yet I’ve been met with constant delays and false assurances. Multiple advisors confirmed that my manager would process my request, but this has not happened. Instead, I’ve been ignored and left without any accountability from Winorio.

With only a few hours left before this case closes, I’m requesting Casino Guru to keep this complaint open and escalate it further. Winorio’s conduct shows clear disregard for customers and responsible practices. I’ve also uncovered concerning information about their operations, which I will be reporting to Companies House and the acquiring merchants involved.

This situation has caused me severe distress and frustration. I’m urging Winorio to take immediate action, process my refund, and close my account properly before further steps are taken.

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.

It’s extremely concerning that Winorio responded almost instantly on Trustpilot but continues to ignore all of my direct emails and follow-ups. On Trustpilot, they told me to contact them via email just to create the illusion that they’re taking this issue seriously, when in reality they are not. This kind of behaviour is deceptive it misleads customers and platforms like Trustpilot into thinking they’re cooperating.

Winorio responded to my new Trustpilot review within 24 hours but continues to ignore all my direct emails and this complaint. They only act when their reputation is at risk, not out of genuine responsibility or care for their customers.

They clearly promised my refund and account closure but have failed to deliver. I will be seeking further legal action as I will not stop until I receive what I was promised.

Dear Anon123,

Regrettably, due to the casino’s lack of response in this case, I have no choice but to close this complaint as unresolved. Without the casino’s cooperation, a full resolution is not possible. I understand this is not the outcome you were hoping for. However, the decrease in the casino’s rating caused by unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

Thank you for your understanding.

Best regards,

Igor