The player from Italy requested to close their account at Winsane Casino but faced delays and unresponsive customer support. They wanted to close the account to prevent further gambling temptation. The account was successfully closed following the player's confirmation, resolving the issue.
Winsane Casino - Player’s account closure request is delayed.
Amount: ??
Winsane Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Good evening. I have been requesting for a while now for Winsane Casino to close my account on their site, but customer support keeps giving me the runaround, claiming that they have submitted the request. When I email them, they do not reply. I want to close my account to avoid the temptation of gambling again.
Automatic translation:
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4 months ago
Dear Alep02,
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/with gambling problems).
Do I understand correctly that you feel like gambling might become an issue for you? Did you inform the casino about this? If you did, please forward this message to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance.
Best regards,
Kristina
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4 months ago
Translation
Good morning they finally closed the account thanks.
Automatic translation:
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4 months ago
Dear Alep02,
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,
Kristina
Casino.Guru
