Winsane Casino - Player’s account closure request is ignored.

Hallo, ich habe das Casino bereits ende 2024 per Live Chat gebeten, mein Spielerkonto aufgrund von Spielersucht zu sperren, es hieß sie würden es weiterleiten, diese bitte kam das Casino nicht nach und ich habe im Januar (genauen Tag weis ich nicht mehr) nochmals den Live Chat geschrieben, dass ich bitte mein Spielerkonto Sperren lassen möchte. - Auch hier wieder der vermeintliche ''Standard Satz'' - Sie leiten es weiter und ich bekomme eine E-Mail sobald das Konto geschlossen wurde.

Dann gab es bei Winsane ein Problem, wo nicht mehr aus die offizielle Webseite www.winsane.com zugegriffen werden konnte, die aktuelle Adresse lautet www.winsane2311.com.

Hier sehe ich KEINE Einzahlungen mehr von 2024 nur noch von den letzten Wochen (max. 7 Tage)

Mir sind, seit meiner ersten Bitte mein Konto zu schließen, bis heute, Verluste von ca. 5000€ oder mehr entstanden.

Ich bitte das Casino, meine Verluste zurückzuzahlen, da dass Casino auch die Fürsorge der Spieler trägt, sobald eine Anfrage zur Schließung des Spielerkonto kommt.

Ich habe das Casino nochmals am 04.03.2025 per Mail angeschrieben und auch hier keine Antwort erhalten. Eine erneute Mail ging heute (12.03.2025) raus.

Ich bitte darum das Casino Stellung zu nehmen, wieso den Spielern nicht geholfen wird, ebenso erbitte ich das Casino, mir meine Verluste ab dem 01.01.2025 auszuzahlen. - Ebenfalls bin ich gezwungen die Aufsichtsbehörde zu Informieren.

Zudem, besitzt das Casino auch keine Deutsche Lizenz, was mir heute bekannt geworden ist.

VG

Dear player96,

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

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

• Could you please share the self-exclusion /account closure requests you sent to the casino?
• Is your account currently blocked?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thanks for your reply.

Were your requests responded to at any point when sent to support@winsane.com

Did live chat support advise you to use any particular email address?

The support contact on the website refers to the following email support@winsane2311.com

Did the casino close your account?

If your account is currently open, as a precaution please send another self-exclusion request to the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Winsane Casino support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@winsane2311.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.

Dear player96,

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.

Message from the player: (translated from German original)

Hello, the casino has closed my account.

Despite everything, I have suffered a considerable loss since I made my first request because my account was not closed. I demand that the casino refunds my deposits as the casino did not respond to my request in December.

I am therefore assuming that the casino has used the gambling addiction and my deposit behaviour to generate more profit.

Thanks for the update.

• Did the casino react to any particular self-exclusion request you sent to them?
• When was your account closed, and when was the last time you were allowed to deposit?

If you still have issues responding directly in the complaint thread, don't hesitate to send me an email at tomas@casino.guru

Thanks for your message: (translated)

Hello

I used the live chat function in the casino and to close a block of my account due to gambling addiction. (that should have been in December 2024)

In the live chat I got the answer that they will forward it and someone will take care of it. - Unfortunately, nothing happened!

I didn't get any emails, no response and no transcript of the conversation in the live chat, instead I continued to receive emails with offers to deposit, as well as SMS and WhatsApp messages.

Due to the fact that I got so many offers, I naturally deposited a lot of money and lost it.

I then used the chat again (as already sent by mail) and then again did not get a correct answer/help, instead I should contact my VIP manager, which I did, then I should contact the support, and finally (I think in mid-February) my account was closed. after I had deposited about 5000 euros.

the last deposit would have to have been in mid-February.

Best regards,

In your last email, you wrote that your account was closed mid mid-February, however, you previously sent me emails in which you were asking the casino to freeze your account on March 4th. Could you please explain whether the casino reopened your account shortly after?

Please understand that without proof that you informed the casino about your gambling problems, we won't be able to confront the casino. The only communication you provided regarding this was from March 4th and March 12th.

Please let me know if there is any further information I haven't considered, otherwise, we won't be able to proceed.

Thanks in advance for your reply.

Dear player96,

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.

Thanks for your reply.

You supplied evidence of only informing the casino about your gambling problems on 12/3/2025. If there is no evidence that you contacted the casino before March 12th and informed them of your gambling issues, we'll be forced to close the complaint due to insufficient evidence.

Please let me know if you'll be able to supply evidence of your claims.

I'll await your reply.

Dear player96,

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.

Regrettably, the player has not responded to our messages and inquiries. Therefore, we cannot proceed with further investigation and have no alternative but to dismiss this complaint. The player can reopen this complaint after submitting the requested information to tomas@casino.guru