The player from Germany had been attempting to self-exclude from the casino for 4 months, sending at least 10 emails without receiving any response. Despite stating her reason for self-exclusion due to gambling addiction, she continued to receive promotional communications daily. The Complaints Team had reached out to the casino multiple times but received no cooperation, leading to the complaint being marked as 'unresolved' due to the casino's lack of a valid license and failure to respond. The team had advised that unresolved complaints could impact the casino's rating, potentially prompting a future response.
Winit Casino - Player’s account closure request is delayed.
Black points: 100
Amount: ??
Winit Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.0
Winit Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 months ago
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4 months ago
Translation
I have been trying to close my account with this casino for 4 months!
I have already sent at least 10 emails to the email address provided by customer service!
I've been doing this since July!
In the attachment, I have listed the emails up until October!
I want to self-exclude due to gambling addiction, and I wrote this in my emails too!
To this day, I have not received a reply!
On the contrary!
I receive promotional emails and text messages daily!
It would be great to have a solution to this problem!
Automatic translation:
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4 months ago
Dear Mausbau9,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling Section and I found this:
PLAYER SELF-EXCLUSION
If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.
If you have any concerns about your activity, please consider one of the following options:
A minimum of 24 hours cooling off period
A minimum one month self-exclusion period
To change these settings, please contact our 24/7 Support Team.
Do I understand correctly that you still have access to your casino account? Could you please forward me the specific self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Dear Mausbau9,
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.
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3 months ago
Translation
I will forward the self-exclusion requests to you via email!
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3 months ago
Thank you for your reply, Mausbau9. Could you please advise if the casino support instructed you to contact maya@winitinfo.bet with your request? Please forward me a message in which you received this information.
Furthermore, you haven't clarified if your account is still accessible.
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3 months ago
Translation
Hello my account is still accessible!
Message support attached! 
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3 months ago
There is a different email address in this screenshot. Could you please clarify if you also sent an email to leo@winitinfo.bet as suggested by the support agent? If you did, please forward it to me.
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3 months ago
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This email was only displayed during the last chat!
The 10 unsuccessful times before, it was always the person I sent the emails to!
Of course I'll try these now too!
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3 months ago
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And I haven't received a reply to the email yet!
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3 months ago
Do I understand correctly that you also tried contacting the last suggested email address (leo@winitinfo.bet) without success? Can you please forward me this email so we can gather as much information as possible before confronting the casino?
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3 months ago
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I have forwarded the relevant email to you!
By the way, I still haven't received any response and I get advertising every day!
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3 months ago
Thank you very much, Mausbau9, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Dear Mausbau9,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Unfortunately, it appears that the casino you’ve chosen has a low safety rating and a poor track record when it comes to addressing customer complaints. While the chances of receiving a favorable response from them are slim, I’ve reached out to their official support team via email to request assistance with your issue. I’m currently awaiting their response and will keep you updated.
Thank you for your understanding and patience.
Best Regards,
Kubo
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2 months ago
Dear Mausbau9,
I just wanted to provide a quick update regarding your case. Unfortunately, my initial attempt to contact the casino through their official email address was unsuccessful, as my message bounced back for some reason. However, the customer support agent provided me with an alternative address, so I’ve sent my message there as well.
We’ll see if the casino addresses this matter soon, and I’ll keep you updated on any progress.
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2 months ago
Translation
I have sent so many emails to different addresses and never received a response!
Thanks
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2 months ago
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.
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2 months ago
Dear Mausbau9,
I have repeatedly tried to contact the 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 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 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,
Kubo
