HomeComplaintsWinz.io Casino - Player’s account has been improperly reopened.

Winz.io Casino - Player’s account has been improperly reopened.

Amount: €2,170

Winz.io Casino
Safety Index:High
Submitted: 06 Nov 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 19h 52m 17s

Case summary

1 hour ago

The player from Austria permanently closed their account at Winz.io on 16/02/2024 but discovered it was reopened on 31/10/2024. They are requesting a refund for the money deposited after the account should have remained closed.

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14 hours ago
Translation

Hello,


I have an account at Winz.io. On 16/02/2024, I requested a permanent closure of my account. The closure was meant to be permanent and forever.

On 23/10/2024, when I wanted to play a little, I went into the chat and was told that if I took responsibility for it, the account could be reopened in 7 days. At that time, I didn't think I had requested a permanent ban because, at other reputable casinos, once an account is permanently closed, it cannot be reopened. So I didn't think about a permanent ban there. From 31/10/2024, I was able to deposit and play again. The account should never have been reopened. I also read on the homepage that you can permanently close your account, which I did. I kindly ask for a refund of the money deposited since 31/10/2024.

Automatic translation:
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4 hours ago

Dear Rasselbande2,

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).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

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Public
4 hours ago
Translation

Good morning Kristina,


I have just emailed you the evidence from the chat. I hope you can help me, thanks.

Automatic translation:

Casino Guru is examining the case

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