WinOui Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I have asked winoui casino to close my account on 28.05.2025 they did not close it. I still got my lost 1200e on 6.8.2025

I have been blocked from all casinos operated by next to you bv for years. I don't understand how I can still play.

1. I request a refund of my deposits.
2. The casino has used an incorrect MCC code for payment transactions. I have a gambling ban on my card and the payments have been redirected to a third party merchant from whom I never even purchased or received service. My bank contacted me about suspicious payment transactions.
3. I filed a complaint with the casino on August 6, 2025, they have never communicated with me and ignore my emails, they do not respond at all.

Olen pyytänyt winoui kasinoa sulkemaan tilini 28.05.2025 he eivät sulkeneet. Sain silti 6.8.2025 hävittyä 1200e

olen estetty kaikilla next to you b.v operoimissa kasinoissa vuosia sitten. En ymmärrä miten silti pelaaminen onnistuu.

1. pyydän talletuksien palautusta
2. Kasino on käyttänyt maksutapahtumissa virheellistä mcc koodia minulla on uhkapeliesto kortillani ja maksut ovat ohjautuneet kolmannelle kauppiaalle jolta en koskaan edes ostanut tai saanut palvelua. Pankkini otti minuun yhteyttä epäilyttävän maksutapahtumien takia.
3. tein valituksen kasinolle 6.8.2025 he eivät ole kertaakaan kommunikoineet kanssani ja ignooraa minun sähköposteja he eivät vastaa ollenkaan.

Dear Glamors12,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you did not have an open account prior to your self exclusion request from the May 28th?
• Have you tried to submit an additional self exclusion request?
• Could you please provide the exact date you have registered at this casino?

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,

Katarina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hi, unfortunately I can't answer you because this game account is now closed and I can't log in.

I have sent several emails to the casino asking if I would get a response from them but they are not responding.

I haven't sent a new self-exclusion request because the casino has already closed my account a long time ago.

Hei, en ikävä kyllä osaa vastata sinulle koska tämä pelitili on nyt kiinni, enkä pääse kirjautumaan.

Olen lähettänyt kasinolle useita useita sähköposteja koskien saisinko heiltä vastauksen mutta he eivät vastaa.

En ole lähettänyt uutta omaehtoista pelisulkupyyntöä koska kasino on sulkenut jo tilini kauan aikaa sitten.

Hello Glamors12,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Glamors12,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have no communication with them because they don't respond to me at all.

minulla ei ole mitään kommunikointia heidän kanssaan koska he eivät vastaa minulle ollenkaan

Dear Glamors12,

thank you for your reply and patience.

• Have you had any balance in this casino at the time of the account closure?
• Could you please provide a reason you were blocked in this casinos? Do you remember when the blockage occurred?
• Do you posses a document confirming you were blocked from the platform, please?

Looking forward to your reply,

Katarina

Hello.

there was no balance at the time of account closure.

I was banned for gambling addiction several years ago.

I have also managed to play after 28.05.2025 even though I sent an email requesting to be blocked. They ignore all emails and do not respond.

Hei.

ei ollut saldoa tilin sulkemishetkellä.

Minut estettiin peliriippuvuuden takia useita vuosia sitten.

Olen onnistunut myös pelaamaan 28.05.2025 jälkeen vaikka lähetin sähköpostia estopyynnössä. He ignooravat kaikki sähköpostit he eivät vastaa

Thank you very much, Glamors12, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Glamors12,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, please specify when and why your account was reopened after the previous closure in February of 2024?

Can you also confirm whether your account is closed now? If the answer is yes, how much money have you deposited in the timeframe from 28th of May until your current account closure?

I would also like to invite the WinOui Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account reopened and when was it closed? Also, are you able to provide us with the player's deposit history? Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Glamors12,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Glamors12,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru