Winzter Casino - Pelaajan tili on suljettu RG-ongelmien vuoksi.

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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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

Hello,

Thank you for your reply. I am happy to clarify the situation.

1. Is my Winzter account blocked?

Yes. Winzter confirmed in writing that my account is permanently closed and blacklisted due to Responsible Gambling concerns. I can upload the email as evidence.

2. How often do I receive marketing material from Winzter?

I have received multiple promotional emails after the permanent RG closure.

I can upload screenshots of each one.

3. When did I last receive a promotional email?

The most recent promotional email was received yesterday (10/12/2025)

This was several days after my account was closed for RG reasons.

4. Did I ask Winzter to stop sending marketing emails?

Yes. In their own reply after closing my account, they wrote that:

my phone number was removed

my email was blacklisted

no further promotional SMS would be sent

However, they also wrote that I must manually unsubscribe from email marketing.

Despite this, marketing emails continued after RG closure, which should not happen in a responsible gambling context.

I can upload all relevant screenshots.

Please let me know what evidence you would like me to upload first.

Thank you.

Hello, quick update:

Despite Winzter confirming my account was permanently closed due to Responsible Gambling concerns, I received another promotional email today (14/12/2025) at approx. 14.01, offering a bonus and encouraging me to deposit.

I can upload the screenshot as evidence. Please let me know if you would like me to attach it here.

Thank you.

Hello,

Just a polite follow-up as I haven’t received an update yet.

Please let me know if you need any further evidence from my side. I’m ready to upload screenshots immediately.

Thank you for your assistance.

Dear Williamasker,

thank you for your replies and updates.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I have now sent an email to katarina.d@casino.guru with all requested communication and evidence, including emails, screenshots, and relevant chat transcripts.

Please let me know if anything further is needed.

Kind regards,

William

Hi Katarina,

I have just forwarded another promotional email from Winzter to your email address, received today despite my account being permanently closed due to RG issues.

Hello Williamasker,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi,

The extended deadline has now passed again.

Could you please confirm the next steps and whether my case is being escalated internally?

Thank you.

Dear Williamasker,

Thank you for your response and the update. I appreciate your patience as well.

Thank you for taking the time to provide such a clear and detailed explanation. I truly appreciate your effort.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Katarina

Dear Williamasker,

I am sorry to hear about your problem with Winzter Casino.

I will now try to contact a Winzter 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 Winzter Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

I would like to add further evidence.

Today 2026/01/07 I received another promotional email from Winzter, offering a 150% bonus up to €1500, including a clear call to action ("Claim now").

This was sent despite my account being blocked/blacklisted and despite the ongoing dispute.

This demonstrates continued active marketing during an unresolved dispute, which I believe is inappropriate and relevant for this case.

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 Williamasker,

I have repeatedly tried to contact the Winzter Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. 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 notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor