WinPlace Casino - Player seeks refund after account closure.

Good afternoon,

I would like to raise a complaint regarding WinPlace Casino.

I contacted the casino requesting immediate account closure due to gambling-related harm and difficulties controlling my gambling spending. In my email, I explained that I was spending money I could not afford to lose.

The casino later confirmed that my account had been closed. However, they did not address my refund request or the responsible gambling concerns raised in my communication.

I also contacted live support and was informed that:

* my email had been received by the relevant department,

* requests are checked manually,

* and my request had been placed in the queue.

The refund amount requested is £2.300,00 relating to gambling losses incurred while I was experiencing gambling-related harm.

This confirms that the casino received and reviewed my communication, but I have still not received any response regarding my refund complaint.

I am requesting assistance in reviewing this matter and obtaining a formal response from the casino regarding my complaint and refund request.

I can provide copies of the emails and live chat conversation if required.

Kind regards,

Emerson Valerio

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinPlace Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When have you informed the casino of your gambling issues?
• When did you make deposits to the casino you wish to be refunded?
• When did the casino close your account?
• If there is any supporting evidence about these events, please forward it to my email at tomas@casino.guru

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