Winzter Casino - Player's account has been closed for RG issues.

Hello,

I am submitting a formal complaint against Winzter Casino due to several serious Responsible Gambling (RG) failures. Here is the factual summary:

1. Loss of €3,500 (~36,500 SEK) at Winzter on 28 November 2025

Immediately after playing, I informed Winzter that I suffer from gambling addiction.

2.Winzter confirmed permanent closure and blacklisting due to RG issues

Winzter later informed me in writing that:

My account was permanently closed

My email and payment method were blacklisted

My phone number was removed

I have screenshots proving this.

3. Despite permanent RG closure, Winzter continued sending me promotional emails

Even after confirming my account was permanently closed and blacklisted for Responsible Gambling reasons, I still received multiple new promotional emails with bonuses and offers.

This is a direct violation of standard RG obligations.

I can provide all promotional emails received after the closure.

4. Cross-brand self-exclusion failure: I created a new account at PalmCasino

The following day I was able to successfully create a new account at PalmCasino.io, which operates under the same Anjouan license:

ALSI-202412035-FI2

I used the same:

Name, Email And Phone number

The account was accepted automatically, meaning cross-brand exclusion was not applied.

PalmCasino only blocked me after I contacted them, proving that the exclusion system between the brands is not functioning.

This is one of the most serious RG failures.

5. Winzter has not responded for over a week

I submitted a formal RG complaint on 1 December, sent follow-ups, and still have not received anything except automated replies.

Requested Resolution

I kindly request Casino Guru’s assistance to obtain:

1. Full refund of deposits (€3,500)

Due to:

Failure to protect a player who disclosed gambling addiction

Allowing continued deposits during the addiction episode

Sending marketing after permanent RG closure

Cross-brand exclusion failure (PalmCasino registration)

No response to my formal complaint

2. Confirmation that full exclusion is enforced across all license-linked brands

Evidence I can provide:

Email confirmation of permanent RG closure from Winzter

All promotional emails received after closure

Screenshots showing successful registration at PalmCasino

License information linking the brands

Full chat logs and timeline

Thank you for your support.

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Stay safe.

Dear Williamasker,

thank you very much for submitting your complaint. I’m truly sorry to hear about your negative experience with Winzter Casino.

To keep everything clear and organized, I will focus solely on the issue related to Winzter Casino in this case. Please note that when it comes to gambling addiction, we strongly recommend that players self-exclude individually from every casino where they hold an account. Cross-brand self-exclusion can be unreliable, as we cannot verify the relationships between different brands or whether they share such information effectively.

Regarding your concerns related to PalmCasino, I kindly ask you to submit a separate complaint so we can review and address that matter properly.

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

• Could you please confirm that your account is blocked, please?
• How often do you receive marketing materials from this casino, please?
• When was the last time you have received a promotional email, please?
• Have you contacted casino support to request removal from their marketing email list?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina