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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 [email protected], and at the same time, include me in the copy of the email at [email protected]

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