Winz Casino - A conta do jogador foi encerrada.

Hello,

Despite repeated requests over several weeks, and now also with reference to my gambling addiction, my account has finally been blocked.

Since the last emails about the account being blocked, I have deposited 1750 euros.

There are no time limits after 60 minutes; you can deposit an unlimited amount, and self-exclusion is not possible. Because of this, I deposited more and more money. Furthermore, this arrangement is not subject to German law, and I've seen that it's not legal in Germany either.

For this reason, I would like the 4750 euros back.

Hallo,

trotz mehrfacher Aufforderung seit Wochen und nun auch mit Hinweis auf meine spielsucht wurde mein Konto endlich gesperrt

ich habe seit den letzten emails zum sperren 1750 Euro eingezahlt.

es gibt keine Sperren nach 60 min man kann unendlich einzahlen und auch kein Selbstausschluss ist möglich. Dadurch habe ich immer mehr und mehr Geld eingezahlt. Zudem ist diese Regelung nicht mit deutschem Recht verbunden und ich habe gesehen dass es in Deutschland auch nicht erlaubt ist.

aus diesem Grund möchte ich die 4750 Euro zurück haben

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 Winz Casino. According to available information, the casino isn't licensed in Germany. Please note that online casinos that are unlicensed or licensed offshore won't participate in the mandatory deposit limits mandated by the German license.

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

• When exactly was your account blocked?
• When was the last time the casino allowed you to deposit?
• Could you please clarify how much you wish the casino to refund to you? 4750€ or 1750€?
• When was the first time you informed the casino of your gambling issues?
• Did the casino acknowledge the request you included in your complaint submission? Would you be able to send any relevant responses from the casino regarding the refund, your player protection, or blocking of your account? Send the responses with timestamps to my email at tomas@casino.guru

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

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

Dear Chrizzzzzz,

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,

Tomas