The player from Hungary had repeatedly requested to block her account, but the casino responded by offering cash bonuses instead. After depositing over €2,000, she suspected the machines were rigged and threatened legal action if her losses were not compensated, yet there had been no response regarding her account closure. The Complaints Team explained that without substantial evidence of unfair practices, they could not proceed with her case or enforce account closure. Consequently, the complaint was closed as no further action could be taken without strong supporting evidence.
Winscore Casino - Player's account closure request is ignored.
Closed
Our verdict
Other
Amount: €5,000
Winscore Casino
Safety Index:LowCase summary
Discussion
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10 months ago
Translation
I asked several times to block my account, and in response, they continually offered me cash bonuses. I kept depositing money into the casino. The machines continued to spin the two bonus symbols, but not the third. Today, I deposited over €2,000, received a free spin worth €60 on a large bet, and another of the same value on a small bet of €3. What struck me was that the same symbol appeared frequently, and since I play at several casinos, I realized they were rigging the machines. I wrote again that I would take the case to court if my losses weren't paid, but there was no response, and they didn't even consider closing my account.
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10 months ago
Dear daiana75,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP):
https://casino.guru/learn-about-games-of-chance-rtp-variance
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.
Moreover, could you please clarify why you requested account closure?
Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
TranslationThank you for letting me know. I've been playing at other casinos for a long time, but something like this has never happened before: 5 times the same spin, and then the same again... (same symbol in photos) and I've already paid more than 5,000, I had 2 free spins with a large bet, for 43.60 euros...
Because I want to close my account and only want to receive bonuses from this casino without a deposit. They wanted to close my account on March 29th.
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10 months ago
TranslationBecause my account would not be blocked, that's why I always paid more money
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10 months ago
Thank you for your reply, daiana75. I understand this is frustrating, but in order to proceed with a case like this where a player claims the casino has rigged games, we need bulletproof evidence. This can be an extensive game history consisting of hundreds of lost deposits without any winnings, or other proof that the casino doesn't use an official domain for games.
Furthermore, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.
I am sorry, but we are not able to proceed with further investigation without strong supporting evidence; therefore, I am forced to close this complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
