Winnita Casino - Player wants to close their account without receiving their winnings.

Good morning... I'm looking for help. I registered on this site, deposited money with my Postepay, and started playing. Unfortunately, I won, and like everyone else, I see people have had problems withdrawing their winnings. My amount is €1,500. However, after checking the site carefully, I realized it's illegal to play and withdraw money in Italy from non-AAMS sites and untaxed money. Before discovering this, I had sent my documents for verification 10 times, which they always found unsatisfactory. And that's fine. Then, due to family problems, I decided that I no longer want this money and I want to close this damn account. They claim to have sent an email to confirm the closure, which I never received—in my inbox, promotions, or spam.

They told me to change my email address, which I did, but I still never received an email. I'm asking for help if you can assist me in closing this account. Additionally, I told them I don't want the money and hope they will donate it to charity.

Dear Sandro1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I understand your frustration regarding your account and the issues you've faced. However, I want to clarify that we only handle complaints related to account closures due to gambling addiction. If you're looking to close your account for other reasons, you can simply stop using it and refrain from logging in.

If you’re having trouble receiving emails regarding the closure, it might be worth checking your email settings or contacting your email provider to ensure that messages aren’t being blocked.

If you have any further questions or need assistance with gambling-related issues, please let me know.

Thank you very much in advance for your reply.

Best regards,

Dominika

I ALSO CHECKED THE PROVIDER AND THE WINNITA EMAIL ARRIVES... EXCEPT THE CLOSING ONE... IF YOU CAN HELP ME PLEASE I ALSO ATTACH THE SCREENSHOT OF THE EMAIL

Dear Sandro1990,

Thank you for your feedback.

We are genuinely saddened by your decision to block your account, especially considering that you recently won a significant amount. However, we fully respect your choice.

We have reviewed the information regarding your request. As I can see, we sent several emails to two different email addresses, but unfortunately, we did not receive the requested information.

That said, I also noticed that you had previously uploaded some documents for verification. Even though we did not receive the specific information requested in the emails, I will manually block your account now as an exception.

Please do not hesitate to reach out if you require any further assistance.

Best regards,

Winnita Casino

Dear Sandro1990,

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.

Good morning, so for now I think and hope they have deleted me...

Dear Sandro1990, do you need any further assistance or can we consider this case resolved?

No thank you very much

Dear Sandro1990,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru