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WinMastersIssue: Self-exclusion 

WinMasters illegally reopened my account during active self-exclusion period. I requested 12-month self-exclusion on 03/08/2024 (until 03/08/2025). They reopened my account on 24/05/2025 - 3+ months early. I lost money in July 2025 while account should have been closed. Their own emails admit the violation (reference numbers: DTZ-NSHPQ-986, CTR-BXCTJ-188, CDC-DGWJK-265). This violates Greek gambling laws and player protection rights. They refuse to answer fast torefund illegal losses. I have complete email evidence of their admission.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances (after the cooling off period, and this cannot be done for players who are addicted/have gambling problems).

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
• Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

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Thank you for your patience, and stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Td988,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina