Wintino Casino - Player’s account closure has been delayed.

Hi,

Account was opened with Wintino.

On 2 June (CET time) I sent a request to close and self exclude my account permanently due to gambling problems.

Since then the casino seems to do everything possible to keep me playing/depositing. Calls, emails from VIP managers with special offers.

I have sent several emails labelled "My account - Self Exclusion), to support, emails to the VIP managers and contacted live chat and still to this date my account is not yet closed.

Please assist in having my account closed permanently and refund the monies owing.

Thanks

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Dear jimmyross,

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).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear jimmyross,

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 Veronika,

Sorry I did not get an alter to say there was an update.

Yes I understand the Self Exclusion process fully. I will send you copies of emails sent. No replies have ever been sent to me, either from the support or VIP address.

Dear jimmyross

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear jimmyross,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wintino Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Wintino Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Wintino Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 jimmyross,

I have repeatedly tried to contact Wintino Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor

We’ve reopened this complaint at the request of Wintino 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 player,

Thank you for contacting us.

We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and excuse us for the inconvenience caused.

Best regards,

Wintino Team

Dear all,

I have managed to get in touch with the casino representative outside of this thread, as they requested that this case be reopened.

Additionally, they requested further information in order to proceed with this case. I have replied and provided the requested information, and I will let you know once there is any news regarding this case..