WinDice Casino - Das Spielerkonto wurde nach einem Antrag auf Selbstausschluss nicht geschlossen.

Good Morning, I have a severe problem with Windice Casino. This is absolute truth and nothing false. I first registered on Windice on the 13th of December 2025, I had a previous account with closure of account for gambling related issues. I first indicated my gambling problem on the 13 of December relating I had severe gambling issues, and requested my account to be blocked and closed, the casinos response was to tell me just to log out and never play again which I find absolutely disgusting and unacceptable and has damaged me financially, I have lost 350€ since my request for account closure, and the casino is blatantly denying any refunds due to me, and allowing myself to be financially damaged. I want my €350 refunded, and my account permanently closed, the casino is taking advantage of a gambling addict who is trying to seek help

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Dear AshamedJaguar194,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

they are nasty, they even claim to me they do not have a self exclusion option which is ridiculous.

and Might I also input, they recently deleted my account a few days after the 15/16th when I deposited last, and lost €350,

So my account is closed

but not when I requested it

i took screenshots from my deposit history before they closed the account,

have all the relevant evidence from live chat support indicating they don’t even have a self exclusion option, telling me to log out, telling me when I requested the account closure for gambling issues, which was on the 14th, and all the relevant deposit history (In tron Trx) on the 15/16th

but intact, for damages for neglect of disregard of self exclusion I am actually changing my original decision, and requesting a FULL refund of deposits for damages done and compensation as this is a complete regard to self exclusion, Casinos have to have a self exclusion and responsible gambling option for problem gamblers, maybe they will learn after this incident for future,

I am claiming my full deposits now, I don’t know what that is exactly. It’s more than €350 I can tell you that much,

Hello AshamedJaguar194,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Why is there no response to my complaint???

I deposited 2600 TRX over the course of joining, this is what I’m seeking returned to me to my Solana wallet address above, because is a clear neglect to responsible gambling, telling me they do not even have a self exclude option!

And 2600 TRX is what I want returned to me, not the 350 I originally requested.

2600 TRX is for compensation of all my deposits made,

Hello AshamedJaguar194,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Another 7 days are you joking me?

I apologize for the delay in my response. Thank you for your patience while I was out of the office.

Unfortunately, in the screenshots you have provided so far, there is not a mention of gambling addiction or gambling-related harm as the reason for your account closure request. Moreover, self-exclusion requests are usually handled via email, as chat agents may not have full access to players' accounts.

Have you requested account closure via email as well? If so, kindly forward me the message you sent to the casino at veronika.f@casino.guru.

Hi. I have even more serious evidence to my gambling addiction, I messaged live support on the 13th many times and a agent called ony reached out to me and asked me to add him on telegram , I have screenshots telling him about my gambling addiction and this user is a Moderator for Windice.io

Unfortunately, the screenshots of your Telegram conversations do not provide proof that the person you were communicating with is an official representative of WinDice Casino. Please ensure that you always use official communication channels when interacting with casino support, or provide valid evidence that the support agent you communicated with was indeed authorized by the casino.

Additionally, we have not received any evidence showing that you mentioned gambling addiction in your communications with WinDice. If you are unable to provide documentation of self-exclusion requests explicitly referencing gambling addiction, we will regrettably have to reject your complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AshamedJaguar194,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika