Winsane Casino - Player's account has been closed after self-exclusion.

Hello,

On the site in question, I had about 4000 euros after depositing around 1000. I contacted support both through the website and via email to report that I was unable to withdraw. As soon as I mentioned in the chat that I have a gambling addiction and am self-excluded from many casinos licensed in Curacao, they canceled my account and neither paid me my winnings nor refunded my deposits.

Please help me, thank you

Dear filippo00000,

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

Could you please clear any contradicting information compared to your previous complaint found here: https://casino.guru/winsane-casino-player-s-account-remains-active-despite

Please allow me to ask you a few questions, so I can better understand the situation. 

• Are there any winnings withheld on your casino account?
• How much is the disputed amount?
• Could you please provide a clear time frame for key events?
• Could you please provide supporting evidence for your claims? My email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear filippo00000,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've reopened this complaint at the request of filippo00000. We would like to allow this case one more chance to be resolved.

Dear Filippo00000,

I apologize for overlooking the message you provided earlier:

Attached is the email where I say I can't withdraw, the next day not only they didn't respond but they closed my account. I had about 4000 euros in the account.

Thank you

Dear Filippo00000,

In your response I overlooked earlier you said you contacted the casino.

• Do I understand correctly you contacted them on August 13th regarding your withdrawal?
• When did you contact the casino to self-exclude your account?
• Why your previous complaint was for 600€ only if your 4000€ withdrawal was withheld as well, please?
• If you have saved any email communication, or chat communication between you and the casino regarding your withdrawal and self-exclusion, please forward it to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi 600 was the deposit, 4000 the winnings. They closed it when I threatened legal action in chat because I am a compulsive gambler and they did not allow me to withdraw

Dear filippo00000,

• Have you saved your interaction with live chat when you informed them about having a gambling problem?
• Could you please specify the date when you informed the casino?
• When was your account blocked?
• Do you have any supporting evidence regarding your withdrawal request and current balance in the casino?
• Share this information here or to my email at tomas@casino.guru

Dear filippo00000,

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.

Hi Tomas,

Forgive me but your rhyme seems out of place.

I already forwarded you the email and I also wrote you that they blocked my access. How can I have a copy of the chats?

It seems to me that you are trying to close the case without asking the provider to provide documentation.

Dear filippo00000,

I am sorry to feel this way. We'll contact the casino as soon as we believe we have sufficient information from players regarding an issue. I kindly ask you to reply to a few questions first.

Do I understand correctly you admitted to having a gambling problem via live chat, but don't have this communication saved?

Please share with me your communication with the casino (via email or chat) and any responses from the casino you received regarding this particular issue. The only communication you provided so far is regarding verification of your identity from August 13th from my point of view, which doesn't contain any reply from the casino, nor appears to be relevant in this case.

Send anything available to tomas@casino.guru

Also please note when asking for a self-exclusion in the casino due to gambling problems we recommend players:

• Confirm Self-Exclusion with Casino

Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.

If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

• Keep Proof of All Relevant Communication

Keep records of all communication regarding your self-exclusion request.

If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

• Complete Verification Process (KYC)

If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

I'll wait for your reply.

I have already forwarded the email where I asked for the withdrawal. The rest happened in chat but they blocked me and I can't recover the conversations. Nobody saves the chats. They seem like crazy requests to not help me.

Thanks for the explanation.

• Is there any withdrawable balance left on your account after it was closed? Based on the information you provided so far, this is still unclear.
• Could you please share any communication regarding your request to obtain funds left in your casino account after it was closed?

We need evidence you attempted to resolve the situation with the casino. I apologize for the inconvenience.

Share screenshots here or send the information to my email at tomas@casino.guru

I have already forwarded you the email where I asked to withdraw and that I am a compulsive gambler. The casino's response was to disappear and block my access

Dear filippo00000,

I am sorry but the only email I received from you was this one, which doesn't contain any information that would support your complaint.

• Could you please clarify the timeline of events?
• Have you asked the live chat to self-exclude you before spending your winnings or afterward?
• Have you sent the email regarding not being able to submit the documents after your account has been blocked?

Thanks in advance for your reply.

Dear filippo00000,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.