The player from Austria had permanently closed their account at Winz.io on 16/02/2024 but discovered that it had been reopened on 31/10/2024. They requested a refund for the money deposited after the account should have remained closed. The Complaints Team explained that the closure did not meet the criteria for a refund, as the player had not requested a self-exclusion due to gambling addiction, which would have prevented the account from being reopened. Consequently, the complaint was rejected due to the casino's lack of responsibility in this matter.
Winz.io Casino - Player’s account has been improperly reopened.
Amount: €2,170
Winz.io Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month 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.
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1 month 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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1 month ago
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Good morning Kristina,
I have just emailed you the evidence from the chat. I hope you can help me, thanks.
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1 month ago
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I tried again to contact the casino itself by email. They refuse a refund and believe that they are in the right, even though I finally and permanently closed my account on February 16, 2024.
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1 month ago
Thank you for your reply, Rasselbande2. I only see that you claimed you were dissatisfied with bonuses. I regret to inform you that requesting account closure due to this reason does not constitute valid grounds for refunds or penalizing the casino. Although I sympathize with your situation, the casino bears no responsibility for this matter, and your account can be reopened anytime if you didn't request self-exclusion due to a gambling problem. The player is the only one responsible for their account, active balance, and all the bets taking place. While we appreciate any casino that keeps accounts closed if players ask for it, this is not a standard or a requirement for us.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
