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Hello, 3 months ago I reported my gambling problems to the casino and used the permanent option, but unfortunately I can no longer reopen my account by simple request and I have made further deposits, could you help me because responsible gambling has not been taken seriously.

bonjour il y a 3mois j'ai signalé mes problèmes de jeux au casino et j'ai utilisé l option permanente, mais malheureusement j'ai plus reouvrir mon compte par simple demande est effectué encore des dépôt, pourriez-vous m aider car le jeux responsable n à pas été pris au sérieux.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication that led to the reopening of your player's account? (your account reopening request and follow-up communication not already shared) Please share the information with timestamps if available, to my email at tomas@casino.guru

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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 Winna Casino Support,

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

The reason for my decision is that 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."

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,

Tomas

Hello Toma, I sent all the documents by email and clearly explained my gambling problems, but the casino imposed a waiting period. Despite my gambling problems, the casino still reopened my account three months later. Thank you for your help. Sincerely, Rebecca

bonjour toma j'ai envoyé tous les documents par mail et j'ai bien signalé mes problèmes de jeux, mais le casino t impose une durée , malgré mes problèmes de jeux le casino à quand même reouvert mon compte 3mois après, merci de votre aide. Cordialement rebecca

Hello Thomas, as you can see from our conversation with the casino, my gambling problems were reported on November 7th and 8th, but the casino imposed a self-exclusion on me even though I requested a permanent closure. Three months later, I was able to reopen my account and deposit 284 LTC. Their procedures with their players don't allow for permanent account closure. I wanted to protect myself, but they don't care about the player's balance. Sincerely, Rebecca Lacour

bonjour Thomas voyez vous dans notre conversation avec le casino mes problèmes de jeux ont été signalé le 7 novembre et le 8 novembre, mais le casino m'a imposé une autoexclusion sachant que j'ai demander une fermeture définitivement, et 3mois plus tard j'ai plus reouvrir mon compte et déposer 284 ltc leurs manières de procéder avec leurs joueurs ne permet pas de fermer le compte définitivement, je voulais me protéger mais il ne ce soucie pas de l'addition du joueurs. Cordialement lacour Rebecca

Thanks for your patience.

I went over the communication you shared.

In chat on November 8th 2025, the agent explained that another email would be sent to you from the casino.

• Would you be able to share this communication with me as well?
• Do I understand correctly that the process of the casino was to send you an email where you would confirm the permanent self-exclusion?
• Was there any space for you to indicate that the permanent self-exclusion was due to gambling issues?

Please let me know.

Hello, I reported my gambling problems to the casino, and this was clearly stated. It's too easy to proceed like this! When a player reports gambling problems, their account should be permanently deleted. The casino reopened my account, and this was clearly reported to the agent.

bonjour j'ai signalé mes problèmes de jeux au casino cela été clairement précisé, cela est trop facile de procéder comme ça !!! Quand un joueur signalé des problèmes de jeux le compte devrait être supprimé définitivement, casino à bien reouvert mon compte est cela a bien été signalé à l agent clairement

Yes, the self-exclusion was permanent. After reporting my gambling problems, I followed the agent's instructions. Thank you, Thomas. I would like the casino to speak with us.

oui l autoexclusion été permanente, avec un signalement de mes problèmes de jeux j'ai suivi ce que l agent m'a annoncé, merci à vous Thomas, j'aimerai que le casino s entretiennent avec nous

I am writing to inform you that I am reporting my gambling problems to the casino.

j vous fais part que je signale mes problèmes de jeux au casino.

I didn't have a permanent optical deactivation issue, plus there's no gaming problem, but I did report my gaming problems to the agent. From then on, the account was supposed to be permanently closed; you can see that in their response they gave you three months.

j e n'ai pas eu d optique définitivement +problème de jeux, cela existe pas, mais j'ai bien signalé mes problèmes de jeux à l'agent à partir de là, le compte ne devait plus être reouvert, vous voyez bien que dans leur réponse il te donne 3 mois

I reported my gaming problems

j'ai signalé mes problèmes de jeux

All reputable casinos close a player's account when they report gambling problems, with no possibility of reopening it, as this option is only available when the player reports the issue. So why not respect my request immediately?

tout les casino sérieux ferme le compte d un joueur quand il parle de problème de jeux, sans possibilité de le reouvrir car cette option est disponible seulement quand le joueur le signale, alors pourquoi ne pas respecté ma demande de suite

I haven't received an email, but I think these gambling problems have been reported to a casino agent. They should take my request very seriously; they can't ignore such a request. Normally, not all casinos should operate this way; they impose a three-month delay! So where is responsible gambling, and how do they protect their players? Some casinos genuinely protect players, while others only pretend to, knowing full well that it puts us in difficult situations. I hope you and the casino will take my request seriously. An addicted player is requesting a permanent closure; this should be ordered the moment they read it... it proves if they are truly serious.

j e n'ai pas reçu de mail, mais je pense que l on signalé ces problèmes de jeux à un agent du casino, il devrait prendre ma demande très au sérieux, il ne peux pas ignorer une telle demande, normalement tous les casino ne devrait pas procéder de telle manière, il impose un délai de 3mois!! Alors ou est le jeux responsable et comment il protège leurs joueurs, certains casino protége réellement les joueurs et d autre fonds semblant de les protéger sachant que cela nous met dans des situations difficiles, j espère que vous prendrais ma demande au sérieux ainsi que le casino, un joueur addict demande une fermeture définitivement cela devrait être ordonné au moment qu il le lis... cela prouve si il est vraiment sérieux.

Dear Rebecca85,

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,

Tomas

Dear Rebecca85,

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

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

Now I would like to invite a Winna Casino representative to join this conversation and participate in resolving this complaint.

Dear Winna Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you very much, Mr. Igor, for your help.

Merci beaucoup monsieur Igor pour votre aide

Hello There,

Please note that the customer had previously submitted several requests for both self-exclusion and account reactivation within a short period of time. Based on the context of these interactions, it appeared that some of these requests were made in moments of frustration or anger rather than as a consistent request for permanent self-exclusion.

At one stage, the account was permanently self-excluded. However, after a period of three months, the customer contacted us again requesting that the account be reactivated. In line with our Return to Play policy, we carefully reviewed the customer's account history, activity, and communications before making a decision.

Following this review, and given that there were no indicators of gambling harm or problematic gambling behavior recorded on the account at that time, the request for reactivation was approved and the account was reinstated.

Subsequently, after the account had been reactivated, the customer contacted our support team again stating that they were experiencing gambling-related issues and requested a refund of their deposits. Upon receiving this information, we immediately took action and permanently suspended the account, as the customer had now explicitly disclosed that they were experiencing gambling problems.

Since that moment, the account has remained permanently suspended, and the appropriate Responsible Gambling procedures and protocols have been followed in accordance with our policies.

Kind regards,

Winna Team

Hello Winna Casino, thank you for your response. Why didn't you take my request seriously the first time, given that I reported my gambling problems on November 8th and 9th? At that time, you should have already protected me and not reopened my account. The only solution you offered was self-exclusion, and I had asked to close my account because I have gambling problems. This should have been taken seriously; the agent was well aware of the situation. Sincerely

bonjour winna casino merci pour votre réponse alors pourquoi la première fois vous n avez pas pris ma demande au sérieux sachant que j'ai signalé mes problèmes de jeux en date du 8 et 9 novembre à ce moment vous auriez dû déjà me protéger est né pas reouvrir mon compte, la seul solution que vous m'avez proposé et l autoexclusion et moi j avais demandé de fermer mon compte car j'ai des problèmes de jeux, cela aurait dû être pris au sérieux, l agent était bien au courant. Cordialement

You clearly stated that the account was initially closed over three months ago, but you also knew this since you asked me if I wanted to close it permanently, and I answered yes because I was having problems with the games. I sent you the screenshot. And when I reported my gaming problems again and requested my deposits, you closed my account immediately. So why didn't you take this seriously the first time? You take requests lightly.

zVous avez clairement indiqué que le compte avait été initialement fermé il y a plus de trois mois, mais vous le saviez aussi puisque vous m'avez demandé si je souhaitais le fermer définitivement, et j'ai répondu oui car je rencontre des problèmes avec les jeux. Je vous ai envoyé la capture d'écran. Et lorsque que j'ai encore signalé mes problèmes de jeux est que j'ai réclamer mes dépôts là vous avez fermé mon compte immédiatement alors pourquoi la première fois vous n avez pas pris cela au sérieux, vous prenez les demandes à la légère

Dear Rebecca85,

I would like to ask you to reply only to specific questions or share necessary information.

Writing long messages without added value makes the thread less clear and actually makes my work more difficult.

Dear Winna Casino,

Could you kindly provide me with the details regarding the conversation and the date on which the player's account was initially blocked?

I would also appreciate it if you provided us with any evidence, such as screenshots.

Hello, OK Mr. Igor, I've attached some information. Regards

bonjour d'accord monsieur Igor , je vous joint des informations. Cordialement

Hello Mr. Igor

You are asking the casino for information and proof, yet you already have all this information and you already asked the casino to provide proof in your previous message. Could you please pay attention to the screenshot, as Mr. Thomas received the entire conversation? I did contact the casino on November 8th regarding my gambling problems with an agent, and the request was finalized. You have the account reopening date of February 16th, and the deposits were made three months later upon reopening. The casino replied to me privately three days ago, saying they had responded to my complaint, but Guru Casino provides no proof.

bonjour monsieur Igor

vous demander des informations au casino avec des preuves pourtant vous avez toutes ces informations et vous avez déjà demandé au casino de fournir des preuves dans votre ancien message, pourriez-vous svp être attentif au capture d écran car monsieur Thomas a reçu la discussion complète, j'ai bien contacté le casino en date du 8novembre pour mes problèmes de jeux à un agent et la demande été définitivement, et vous avez les dates de la réouverture du compte en date du 16 février, et les dépôt ont été effectué 3mois plus tard à la réouverture. Le casino me répond il y a 3jours en privé, en me disant qu il ont répondu à ma plainte, mais sur guru casino ne fournisse aucune preuve.

Dear Rebecca85,

I would like to ask you to reply only to specific questions or share important information.

Writing messages without added value makes the thread less clear and actually makes my work more difficult.