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Dear PeppeCCcccccc,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether the account in question belongs to you? Alternatively, are you representing a third party?
• Do I understand correctly that you have requested a self-exclusion from Winnita Casino?
• If so, could you please advise on the timeline of the events? Do you currently still have access to your account?

Thank you very much in advance for your reply.

Best regards,

Attila

Greetings,

I confirm that the account in question was a personal one. I confirm that I requested self-exclusion from Winnita, and only months later was it granted and my account closed, leading me to lose and deposit a lot of money.

Attached you will find all the correspondence and the exact sequence.

I have received no response to my request for explanations and a refund.

Salve,

vi confermo che l'account in questione era il personale. Si confermo di aver richiesto l'autoesclusione da Winnita e solo dopo mesi mi è stata accolta e chiuso l'account portandomi a perdere e depositare molti altri soldi.

In allegato trovate tutta la corrispondenza e la sequenza esatta.

Alla mia richiesta di spiegazioni e rimborso non ho ricevuto rispo

Hello PeppeCCcccccc,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear PeppeCCcccccc, thank you for your reply. Could you kindly provide the date when you initially requested a self-exclusion from the casino? Additionally, may I ask when your account was officially closed by the casino? Lastly, I would appreciate it if you could let me know whether any deposits were made during this period.

Thank you in advance for your reply.

On December 3, 2025, at 11:57 AM, I requested account closure due to gambling addiction. (Email)

Wed Feb 18, 12:23 PM --> Second request to close the account. (Email).

Tue 24 Feb, 06:32---> their reply apologizing for the inconvenience, delayed response, and account closure. (email)

The total deposits were approximately €500 during this period, from the first communication to the closure. This is the refund request, to which they never responded.

Thank you

In data 03/12/2025 alle ore 11:57 ho richiesto chiusura conto per problemi di ludopatia .(Email)

mer 18 feb, 12:23 --> seconda richiesta di chiusura conta. (Email).

mar 24 feb, 06:32---> loro risposta in cui chiedono scusa per il disagio e risposta in ritardo e chiusura conto.(email)

Il totale depositi è di circa 500€ in questo periodo dalla prima comunicazione alla chiusura . Questa è la richiesta di rimborso, alla quale non hanno mai risposto.

Grazie

Thank you for your response. Could you please forward your self-exclusion requests from December and February directly to my email? You can reach me at [email protected]. Additionally, could you please forward receipts of your deposits as well? Have you made any deposits after your request from February 18?

Thank you in advance for your reply.

Sent everything by email, awaiting response.

Inviato tutto tramite email, attendo riscontro.

Thank you for your response. Could you please provide a bank statement that reflects the deposits made following the self-exclusion request as well?

Thank you in advance for your reply.

Dear PeppeCCcccccc,

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.

Hi Attila, I can't get a refund because I was playing at various casinos at the time, and none of them have transactions with the casino's name, only foreign servers, paying by card. So, can you file a complaint directly with them and get me a refund for the amount deposited into my account, which should have been closed?

Ciao Attila, io non riesco a recuperare visto che quel periodo giocavo diversi casino e nessuno ha la transazione con il nome del casino ma solo dei server esteri, pagando con carta. Quindi puoi aprire il reclamo direttamente con loro e fammi rimborsare quanto risulta depositato con il mio account che invece doveva essere chiuso?

Thank you very much for your response. Please note that we are required to gather the necessary evidence, as we cannot initiate refund requests from the casino without confirmation that deposits were made after the self-exclusion request. I appreciate your perspective on this matter, but we are unable to move forward without the appropriate documentation.

Thank you for your understanding.

Best regards,

Attila

Dear PeppeCCcccccc,

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.

Hi Attila, where can I provide you with the bank account?

Ciao Attila dove posso fornirti il conto bancario?

Thank you for your response. You can send all relevant evidence to my email at [email protected].

Thank you in advance for your reply.

Dear PeppeCCcccccc,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru