Winzie Casino - Player’s account needs action on responsible gambling.

Hi,

I've been playing on this casino since December 2024 and this casino is licensed by MGA which takes serious on gambling responsibility.

I've over 223 sessions on Winzie from 11th December 2024 - 21th February. This is early mornings, lunch time and late nights.

I have placed over 467 sports bet and 5 times more than that casino spins. I have +- loss 2022EUR on the website. In the beginning the casino was always offering bonuses, cash rewards after my losses. But after they have been looking how often im logging in and playing they quit to give me bonuses.

I have contacted the chat that ive proof of 48 times, every time telling how much i have lost, sometimes i have told them that i have played all my money and waiting for my salary. 1 time they added cash reward but the other times they keep telling me that im not eligble for bonuses. Here they should they action and block my account since i dont have control over my game.

They can keep 1022EUR for they working, but i want atleast my 1000EUR be paid back because they didnt take action of gambling responsibility.

Please help me.

Dear GamblerGuy,

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?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hi,

My account is still active. I mean if i have that much sessions during night, morning and keep telling them on live-chat that ive spent all my money and waiting for salary again to play again. This is a warning sign that I dont have control over my gambling addiction.

Dear GamblerGuy, I have not received any account closure requests that you sent to the casino. Without supporting evidence, we cannot proceed with your complaint.

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Dear GamblerGuy,

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.