Winna Casino - Das Spielerkonto wurde aufgrund eines Selbstausschlusses geschlossen.

Hello, 3 months ago I reported my gambling problems to the casino and used the permanent option, but unfortunately I can no longer reopen my account by simple request and I have made further deposits, could you help me because responsible gambling has not been taken seriously.

bonjour il y a 3mois j'ai signalé mes problèmes de jeux au casino et j'ai utilisé l option permanente, mais malheureusement j'ai plus reouvrir mon compte par simple demande est effectué encore des dépôt, pourriez-vous m aider car le jeux responsable n à pas été pris au sérieux.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication that led to the reopening of your player's account? (your account reopening request and follow-up communication not already shared) Please share the information with timestamps if available, to my email at tomas@casino.guru

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Winna Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Toma, I sent all the documents by email and clearly explained my gambling problems, but the casino imposed a waiting period. Despite my gambling problems, the casino still reopened my account three months later. Thank you for your help. Sincerely, Rebecca

bonjour toma j'ai envoyé tous les documents par mail et j'ai bien signalé mes problèmes de jeux, mais le casino t impose une durée , malgré mes problèmes de jeux le casino à quand même reouvert mon compte 3mois après, merci de votre aide. Cordialement rebecca

Hello Thomas, as you can see from our conversation with the casino, my gambling problems were reported on November 7th and 8th, but the casino imposed a self-exclusion on me even though I requested a permanent closure. Three months later, I was able to reopen my account and deposit 284 LTC. Their procedures with their players don't allow for permanent account closure. I wanted to protect myself, but they don't care about the player's balance. Sincerely, [redacted by Casino Guru]

bonjour Thomas voyez vous dans notre conversation avec le casino mes problèmes de jeux ont été signalé le 7 novembre et le 8 novembre, mais le casino m'a imposé une autoexclusion sachant que j'ai demander une fermeture définitivement, et 3mois plus tard j'ai plus reouvrir mon compte et déposer 284 ltc leurs manières de procéder avec leurs joueurs ne permet pas de fermer le compte définitivement, je voulais me protéger mais il ne ce soucie pas de l'addition du joueurs. Cordialement [redacted by Casino Guru]

Thanks for your patience.

I went over the communication you shared.

In chat on November 8th 2025, the agent explained that another email would be sent to you from the casino.

• Would you be able to share this communication with me as well?
• Do I understand correctly that the process of the casino was to send you an email where you would confirm the permanent self-exclusion?
• Was there any space for you to indicate that the permanent self-exclusion was due to gambling issues?

Please let me know.

Hello, I reported my gambling problems to the casino, and this was clearly stated. It's too easy to proceed like this! When a player reports gambling problems, their account should be permanently deleted. The casino reopened my account, and this was clearly reported to the agent.

bonjour j'ai signalé mes problèmes de jeux au casino cela été clairement précisé, cela est trop facile de procéder comme ça !!! Quand un joueur signalé des problèmes de jeux le compte devrait être supprimé définitivement, casino à bien reouvert mon compte est cela a bien été signalé à l agent clairement

Yes, the self-exclusion was permanent. After reporting my gambling problems, I followed the agent's instructions. Thank you, Thomas. I would like the casino to speak with us.

oui l autoexclusion été permanente, avec un signalement de mes problèmes de jeux j'ai suivi ce que l agent m'a annoncé, merci à vous Thomas, j'aimerai que le casino s entretiennent avec nous

I am writing to inform you that I am reporting my gambling problems to the casino.

j vous fais part que je signale mes problèmes de jeux au casino.

I didn't have a permanent optical deactivation issue, plus there's no gaming problem, but I did report my gaming problems to the agent. From then on, the account was supposed to be permanently closed; you can see that in their response they gave you three months.

j e n'ai pas eu d optique définitivement +problème de jeux, cela existe pas, mais j'ai bien signalé mes problèmes de jeux à l'agent à partir de là, le compte ne devait plus être reouvert, vous voyez bien que dans leur réponse il te donne 3 mois

I reported my gaming problems

j'ai signalé mes problèmes de jeux

All reputable casinos close a player's account when they report gambling problems, with no possibility of reopening it, as this option is only available when the player reports the issue. So why not respect my request immediately?

tout les casino sérieux ferme le compte d un joueur quand il parle de problème de jeux, sans possibilité de le reouvrir car cette option est disponible seulement quand le joueur le signale, alors pourquoi ne pas respecté ma demande de suite

I haven't received an email, but I think these gambling problems have been reported to a casino agent. They should take my request very seriously; they can't ignore such a request. Normally, not all casinos should operate this way; they impose a three-month delay! So where is responsible gambling, and how do they protect their players? Some casinos genuinely protect players, while others only pretend to, knowing full well that it puts us in difficult situations. I hope you and the casino will take my request seriously. An addicted player is requesting a permanent closure; this should be ordered the moment they read it... it proves if they are truly serious.

j e n'ai pas reçu de mail, mais je pense que l on signalé ces problèmes de jeux à un agent du casino, il devrait prendre ma demande très au sérieux, il ne peux pas ignorer une telle demande, normalement tous les casino ne devrait pas procéder de telle manière, il impose un délai de 3mois!! Alors ou est le jeux responsable et comment il protège leurs joueurs, certains casino protége réellement les joueurs et d autre fonds semblant de les protéger sachant que cela nous met dans des situations difficiles, j espère que vous prendrais ma demande au sérieux ainsi que le casino, un joueur addict demande une fermeture définitivement cela devrait être ordonné au moment qu il le lis... cela prouve si il est vraiment sérieux.

Dear Rebecca85,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Rebecca85,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Winna Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Winna Casino representative to join this conversation and participate in resolving this complaint.

Dear Winna Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you very much, Mr. Igor, for your help.

Merci beaucoup monsieur Igor pour votre aide

Hello There,

Please note that the customer had previously submitted several requests for both self-exclusion and account reactivation within a short period of time. Based on the context of these interactions, it appeared that some of these requests were made in moments of frustration or anger rather than as a consistent request for permanent self-exclusion.

At one stage, the account was permanently self-excluded. However, after a period of three months, the customer contacted us again requesting that the account be reactivated. In line with our Return to Play policy, we carefully reviewed the customer's account history, activity, and communications before making a decision.

Following this review, and given that there were no indicators of gambling harm or problematic gambling behavior recorded on the account at that time, the request for reactivation was approved and the account was reinstated.

Subsequently, after the account had been reactivated, the customer contacted our support team again stating that they were experiencing gambling-related issues and requested a refund of their deposits. Upon receiving this information, we immediately took action and permanently suspended the account, as the customer had now explicitly disclosed that they were experiencing gambling problems.

Since that moment, the account has remained permanently suspended, and the appropriate Responsible Gambling procedures and protocols have been followed in accordance with our policies.

Kind regards,

Winna Team

Hello Winna Casino, thank you for your response. Why didn't you take my request seriously the first time, given that I reported my gambling problems on November 8th and 9th? At that time, you should have already protected me and not reopened my account. The only solution you offered was self-exclusion, and I had asked to close my account because I have gambling problems. This should have been taken seriously; the agent was well aware of the situation. Sincerely

bonjour winna casino merci pour votre réponse alors pourquoi la première fois vous n avez pas pris ma demande au sérieux sachant que j'ai signalé mes problèmes de jeux en date du 8 et 9 novembre à ce moment vous auriez dû déjà me protéger est né pas reouvrir mon compte, la seul solution que vous m'avez proposé et l autoexclusion et moi j avais demandé de fermer mon compte car j'ai des problèmes de jeux, cela aurait dû être pris au sérieux, l agent était bien au courant. Cordialement

You clearly stated that the account was initially closed over three months ago, but you also knew this since you asked me if I wanted to close it permanently, and I answered yes because I was having problems with the games. I sent you the screenshot. And when I reported my gaming problems again and requested my deposits, you closed my account immediately. So why didn't you take this seriously the first time? You take requests lightly.

zVous avez clairement indiqué que le compte avait été initialement fermé il y a plus de trois mois, mais vous le saviez aussi puisque vous m'avez demandé si je souhaitais le fermer définitivement, et j'ai répondu oui car je rencontre des problèmes avec les jeux. Je vous ai envoyé la capture d'écran. Et lorsque que j'ai encore signalé mes problèmes de jeux est que j'ai réclamer mes dépôts là vous avez fermé mon compte immédiatement alors pourquoi la première fois vous n avez pas pris cela au sérieux, vous prenez les demandes à la légère

Dear Rebecca85,

I would like to ask you to reply only to specific questions or share necessary information.

Writing long messages without added value makes the thread less clear and actually makes my work more difficult.

Dear Winna Casino,

Could you kindly provide me with the details regarding the conversation and the date on which the player's account was initially blocked?

I would also appreciate it if you provided us with any evidence, such as screenshots.

Hello, OK Mr. Igor, I've attached some information. Regards

bonjour d'accord monsieur Igor , je vous joint des informations. Cordialement

Hello Mr. Igor

You are asking the casino for information and proof, yet you already have all this information and you already asked the casino to provide proof in your previous message. Could you please pay attention to the screenshot, as Mr. Thomas received the entire conversation? I did contact the casino on November 8th regarding my gambling problems with an agent, and the request was finalized. You have the account reopening date of February 16th, and the deposits were made three months later upon reopening. The casino replied to me privately three days ago, saying they had responded to my complaint, but Guru Casino provides no proof.

bonjour monsieur Igor

vous demander des informations au casino avec des preuves pourtant vous avez toutes ces informations et vous avez déjà demandé au casino de fournir des preuves dans votre ancien message, pourriez-vous svp être attentif au capture d écran car monsieur Thomas a reçu la discussion complète, j'ai bien contacté le casino en date du 8novembre pour mes problèmes de jeux à un agent et la demande été définitivement, et vous avez les dates de la réouverture du compte en date du 16 février, et les dépôt ont été effectué 3mois plus tard à la réouverture. Le casino me répond il y a 3jours en privé, en me disant qu il ont répondu à ma plainte, mais sur guru casino ne fournisse aucune preuve.

Dear Rebecca85,

I would like to ask you to reply only to specific questions or share important information.

Writing messages without added value makes the thread less clear and actually makes my work more difficult.

They exploit the vulnerability of an addicted player; they are inexperienced in responsible gaming and treat players like fools. Solutions for addicted players are very difficult in some casinos; they reopen accounts without any regard for us or our well-being. Their only goal is our money—truly incompetent! I think if they respected players, Casino Guru would have fewer complaints! Thankfully, some casinos take responsible gaming seriously!

abus de faiblesse d'un joueur addict, il ne sont pas expérimenté en terme de jeux responsable il prenne les joueurs pour des cloches,les solutions pour les joueurs addicte sont très difficile dans certains casino il reouvre les comptes Sans ce soucier de nous et de notre bien, leurs seul but c est notre argent de vrais incompétent, je pense que si il respecterai le joueurs le casino guru aurait moins de plainte!!!heureusement que certains casino prenne le. Jeux responsable au sérieux !!!!!

Hello Mr. Igor, sorry for my messages, but some casinos really like you, the Casino Guru team, and finding solutions to permanently close an account is extremely difficult. I know the Casino Guru team acts fairly, and thankfully you're there—respectful staff who do everything possible—but some casinos treat us like fools!

PS: Communication with the casino regarding a permanent closure due to my gambling problems was clear.

Sincerely

bonjour monsieur Igor dsl pour mes messages, mais certains casino vous aimes bien l équipe du casino guru, les solutions sont vraiment difficiles pour fermer un compte définitivement. Je sais que l équipe du casino guru agit juste d'ailleurs heureusement que vous êtes la ,un personnel respectueux que fait tout sont possible, mais certains casino nous prennent pour des cloches!!!

ps: la communication avec le casino pour une fermeture définitivement pour mes problèmes de jeux été clair

cordialement

Hello There,

what specific information or logs are we required to provide as I mentioned before they had multiple conversations asking to block and reopen their account.

would you like us to provide screenshots here or via email as this is sensitive information?

Kind Regards,

Winna Team

Hello Mr. Igor, the only conversation took place on November 8th and 9th, during which I mentioned my gaming problems twice. On February 16th, my account was reopened, and on February 18th, a deposit of 283 LTC was made. I can send you the complete conversation if you wish. Sincerely,

bonjour monsieur Igor la seul conversation à eu lieu le 8 et le 9 novembre ou j'ai mentionné à 2 reprises mes problèmes de jeux et le 16 février mon compte a été reouvert et le 18 février les dépôt ont été effectué d un montant de 283 ltc, je peux vous envoyer la conversation complète si vous le souhaitez ? Cordialement

Please find attached the history of their conversation with our support agents.

They requested both the exclusion and reactivation of their account shortly after it was created, and also mentioned Casino Guru as the source of the exclusion request.

Initially, they were asking questions about the platform, and since no deposits had been made, our customer support agent assumed they were experiencing issues with the games. This misunderstanding was partly due to a language barrier, as the conversation originally took place in French.

However, they were also instructed to use our self-exclusion service, and they applied restrictions to their account on the same day it was created. The account has remained inactive ever since.

Then, a month ago, they contacted us again to request the reactivation of their account.

As per our responsible gambling policy, which includes a three-month cooling-off period, their account was re-evaluated. Based on this review, there was no evidence of problematic gambling behaviour, deposits, gameplay activity, or any concerning patterns.

Therefore, the decision was made to reactivate the account after they confirmed they were ready to return to the platform.

As soon as their account was reactivated, they questioned why it had been reactivated and then expressed concerns about gambling issues. At that point, their account was immediately suspended.deactivated as per our responsible gambling policy.

The case was handled in accordance with their concerns. We deactivated their account, advised them to seek appropriate support, and their account has been permanently suspended since then.

Please let us know if you require any further clarification.

Winna Team,

Hello Mr. Igor, please note that the casino is not sharing complete information. I have requested the permanent closure of my account, and if my request is not taken seriously, I will file a complaint with Guru Casino. This message is dated November 8th and 9th. They are even more dishonest than I thought, despite the fact that I shared the screenshots. Sincerely,

unbonjour monsieur Igor svp le casino ne partage pas les informations complètes , j'ai demander une fermeture définitivement de mon et si ma demande été pas pris au sérieux je deposerais une plainte sur guru casino , ce message date du 8 et 9 novembre il sont encore plus malhonnête de ce que je pensais, malgré que j'ai partager les capture d écran. Cordialement

Hello Winna casino, you understood my decision perfectly well, which you ignored, knowing that your response was self-exclusion. This is the first time a casino has come up with an excuse like yours; you're capable of anything. When I look at your complaints, you really are a dangerous casino!

bonjour casino winna vous avez très bien compris ma décision que vous avez ignorer, sachant que votre réponse été l autoexclusion, c est la première fois que un casino trouve une excuse comme la vôtre, vous êtes capable de tout. Quand je regarde vos plainte vous êtes vraiment un casino dangereux !!!

Another piece of information: on December 1st, I received my monthly bonus, deposits from November, despite my account being permanently banned. For your information, the casino shared the conversation from November 8th, but my account was banned for 24 hours to consider my gambling problems. The next day, November 9th, I contacted them again and reported my gambling problems. My account was banned, and I haven't been able to reopen it for three months.

une autre informations le 1 décembre je reçois mon bonus mensuel, des dépôt du mois de novembre malgré mon compte exclu définitivement, pour informations le casino à partagé la conversation du 8 novembre mais mon compte été exclu 24 h pour réfléchir malgré mes problèmes de jeux, et le lendemain le 9 novembre je contacte encore 1 fois et je signale encore mes problèmes de jeux mon compte a été exclu et 3mois plus j'ai plus le reouvrir

As the casino mentioned, the account was permanently excluded, but 3 months later I was unable to reopen it.

c omme la mentionné le casino le compte été exclu définitivement ,, mais 3 mois plus tard j'ai plus le reouvrir,

Winna Casino even claims that this was done in the heat of frustration and anger when I requested the permanent closure of my account due to my gambling problems. Now they claim they didn't understand! Yet, in their initial messages, Winna clearly stated what I was asking for. They contradict themselves.

le casino winna prétend même que cela a été fait sur le coup de la frustration et de la colère, quand j'ai demander la demande de fermeture définitivement de mon compte pour mes problèmes de jeux, aujourd'hui il prétend qu il a pas compris !? Pourtant sont premiers messages que winna a écrit , signalé bien ce que je demander. Il ce contredit

One last piece of information in response to the Winna casino conversations that he forgot to forward. Regards

encore une dernière information en réponse des conversations du casino winna qu il a oublié de transmettre. Cordialement

Deposits were also made on November 8th or 9th; you can request the transaction history from the casino.

et aussi des dépôt ont été effectué en date du 8 ou 9 novembre, vous pouvez demander l historique au casino

Dear Rebecca85

Before we proceed with this complaint, I would like to ask you not to spam this thread with multiple messages.

I understand that you are trying to help, but this is making the thread difficult to follow and my work more challenging.

I also see that you were previously warned about similar behavior in other complaints.

Therefore, please note that if you continue to spam this thread, I will have to reject the complaint — not because your case is not justified, but solely due to your behavior.

Could you please confirm that you understand this and that you will only respond to specific questions or share relevant information?

Hello Mr. Igor, yes, I confirm and I understand that I will only answer relevant questions. Sincerely

tbonjour monsieur Igor, oui je comfirme et je comprends répondre que à des questions pertinentes . Cordialement

Dear Winna Casino,

The player was informed that after the initial 24-hour ban, they would receive another email to confirm permanent self-exclusion.

Did the player reply to this email, and was permanent self-exclusion implemented at any point?

Hello Igor,

Yes, as we mentioned here "However, they were also instructed to use our self-exclusion service, and they applied restrictions to their account on the same day it was created. The account has remained inactive ever since."

Thir account was excluded since then then they contacted us after 3 months asking for reactivation, then our RG team made an assessment of their account and and given to their activity there were no concerns lifting the self-exclusion as they had 3 months of self-exclusion.

Please let us know if you require further details

Kind Regards,

Winna Team

Dear Winna Casino,

If permanent self-exclusion was indeed implemented at any point, it should never be lifted under any circumstances, regardless of the player’s behavior, betting patterns, or history.

Could you please provide the player’s deposit history after the account was reopened?

Thank you for your cooperation.

Hi Igor,

Thank you for your message.

We respectfully disagree with your position. Return to play (i.e., lifting a self-exclusion) is a recognised process within the online gaming industry. Operators are entitled to review and assess a player’s activity and behaviour when determining whether it is appropriate to lift a self-exclusion, in line with applicable policies and responsible gaming obligations.

Accordingly, we can provide the player’s deposit history as per your request, subject to our data protection and privacy requirements. ( as this is sensitive data we will send it via email)

Please let us know if you require any further information.

Kind regards,

Winna Team

Hello Mr. Igo, I have attached an email to your address. igor.p@casino.guru The 4 deposits made at Winna Casino totaling 283 LTC were made on February 16, 2026. Sincerely

bonjour monsieur Igo j'ai joint par mail a votre adresse igor.p@casino.guru les 4 dépôt effectué au casino winna d un montant de 283 ltc en date du 16 février 2026. Cordialement

as of February 18th, the deposits made at Winna

en date du 18 février les dépôt effectué chez winna