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Subject: Urgent complaint against WinShark – Serious violation of self-exclusion obligations and request for immediate refund

Dear Casino Guru Complaint Team,

I hereby wish to file a formal and urgent complaint against WinShark for a serious breach of responsible gaming policies.

On [07/07/25], I specifically requested the permanent closure of my account due to gambling addiction, requesting immediate self-exclusion. Despite this clear and unequivocal communication, the casino failed to close my account, allowing me to continue making deposits.

I reiterated the request on [07/07/25], without any concrete protection measures being taken. The account remained active and fully operational.

Following my initial self-exclusion request, further deposits totaling €2,650 were accepted. These amounts were cashed out despite the casino already being formally aware of my condition and my desire to permanently stop gambling.

I consider this behavior a serious violation of the obligations to protect vulnerable players and the responsible gaming regulations applicable to online casinos.

I therefore ask:

1. Immediate review of the casino's conduct.

2. Full refund of any amounts deposited after the first self-exclusion request.

3. The permanent and irreversible closure of my account.

In the absence of a quick and satisfactory solution, I reserve the right to proceed with:

- Formal reporting to the regulatory authority responsible for the casino license;

- Initiation of civil legal actions for the recovery of the sums;

- Reporting to the competent Italian authorities for consumer protection and gambling.

I have all the documentation (emails, screenshots, deposit history) proving the above and am ready to provide it.

I trust in your intervention to restore conduct that complies with legal obligations and player protection principles.

Oggetto: Reclamo urgente contro WinShark – Grave violazione obblighi di autoesclusione e richiesta rimborso immediato

Gentile Casino Guru Complaint Team,

con la presente desidero presentare un reclamo formale e urgente contro WinShark per una grave violazione delle politiche di gioco responsabile.

In data [07/07/25] ho richiesto espressamente la chiusura definitiva del mio conto per motivi di ludopatia, chiedendo l’immediata autoesclusione. Nonostante tale comunicazione chiara e inequivocabile, il casinò ha omesso di procedere alla chiusura del conto, consentendomi di continuare ad effettuare depositi.

Ho reiterato la richiesta in data [07/07/25], senza che venisse adottata alcuna misura concreta di tutela. Il conto è rimasto attivo e pienamente operativo.

A seguito della mia prima richiesta di autoesclusione, sono stati accettati ulteriori depositi per un totale di € [2650]. Tali somme sono state incassate nonostante il casinò fosse già formalmente a conoscenza della mia condizione e della mia volontà di interrompere definitivamente il gioco.

Ritengo questo comportamento una grave violazione degli obblighi di tutela dei giocatori vulnerabili e delle normative sul gioco responsabile applicabili ai casinò online.

Chiedo pertanto:

1. L’immediata verifica della condotta del casinò.

2. Il rimborso integrale delle somme depositate successivamente alla prima richiesta di autoesclusione.

3. La chiusura definitiva e irreversibile del mio account.

In assenza di una soluzione rapida e soddisfacente, mi riservo di procedere con:

- Segnalazione formale all’autorità di regolamentazione competente per la licenza del casinò;

- Avvio di azioni legali civili per il recupero delle somme;

- Segnalazione alle autorità italiane competenti in materia di tutela del consumatore e gioco d’azzardo.

Sono in possesso di tutta la documentazione (email, screenshot, cronologia depositi) comprovante quanto sopra e sono pronto a fornirla.

Confido nel vostro intervento affinché venga ripristinata una condotta conforme agli obblighi di legge e ai principi di tutela del giocatore.

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 Winshark 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?
• Have you received any response to your self-exclusion request?
• After you learned the self-exclusion request wasn't processed, have you contacted live chat support and asked for assistance?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at support@winshark.com, 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 Winshark 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

Thank you for your response and attention to my case.

My account is still accessible. However, I would like to emphasize that my primary request is a refund of all the money I deposited into the casino.

I believe this situation was not handled properly, and for this reason, I am asking for your support in helping me recover the full amount of my deposits.

I would appreciate it if you could continue to follow up on my case and assist me in the process of obtaining my refund.

I look forward to hearing from you.

Best regards

Grazie per la vostra risposta e per l’attenzione al mio caso.

Il mio account è ancora accessibile. Tuttavia, desidero sottolineare che la mia richiesta principale è il recupero di tutti i soldi che ho versato nel casinò.

Ritengo che la situazione non sia stata gestita correttamente e per questo motivo chiedo il vostro supporto per aiutarmi a recuperare l’importo totale dei miei depositi.

Vi sarei grato se poteste continuare a seguire il mio caso e assistermi nel processo per ottenere il rimborso.

Resto in attesa di una vostra risposta.

Cordiali saluti

Thanks for your reply.

Kindly share your most recent communication with the casino on the topic of self-exclusion and refunds. Emails exchanged, and chats with live chat support should be sent to my email at tomas@casino.guru

Please confirm you sent a new self-exclusion request according to my previous recommendations.

Thanks in advance for your cooperation.

Good morning,

Thanks for your reply.

Unfortunately, I don't have an email address to share because my communication with Winshark Casino took place via the site's live chat. I didn't take screenshots of the conversation at that time.

However, during the chat, I had clearly informed casino support of my gambling addiction and requested account closure/self-exclusion. Despite this notification, the casino continued to allow me to make deposits and play.

I'm sure the casino keeps a history of live chat conversations in their archives, so it should be possible to verify what I told their support.

As advised, I resubmitted a self-exclusion request to the casino asking for my account to be permanently closed due to my gambling problems.

I remain available for any further information and reiterate my request for a refund for deposits made after my self-exclusion request.

Best regards

Buongiorno,

grazie per la vostra risposta.

Purtroppo non ho email da condividere perché la mia comunicazione con il casinò Winshark è avvenuta tramite la chat live del sito. In quel momento non ho effettuato screenshot della conversazione.

Tuttavia, durante la chat avevo chiaramente comunicato al supporto del casinò la mia situazione di ludopatia e richiesto la chiusura del conto / autoesclusione. Nonostante questa segnalazione, il casinò ha continuato a permettermi di effettuare depositi e giocare.

Sono certo che il casinò conservi lo storico delle conversazioni della chat live nei propri archivi e quindi dovrebbe essere possibile verificare quanto ho comunicato al loro supporto.

Come consigliato, ho inviato nuovamente una richiesta di autoesclusione al casinò chiedendo la chiusura definitiva del mio account a causa di problemi di gioco d’azzardo.

Resto disponibile per qualsiasi ulteriore informazione e ribadisco la mia richiesta di rimborso per i depositi effettuati dopo la mia richiesta di autoesclusione.

Cordiali saluti

Thanks for your reply.

Was your player's account closed as a result, since the last post?

Have you requested a refund due to failed player protection from the casino directly? With what result?

Please share the most recent communication between you and the casino. Please make sure to include the responses coming from the casino as well.

My email is tomas@casino.guru

Dear Ettore,

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.