What Happened
A player from Austria says Winna would not close their account even though they told live chat on 1 June 2026 that they are a gambling addict and wanted it shut for good. They could still deposit and play, and asked for the roughly €400 deposited since then back. Winna said the player was abusive in chat, was pointed to its Winna Cares self-exclusion tool, and never completed a permanent exclusion; it suspended the account manually once the complaint arrived.
How It Developed
- 2026-06-07The player told the mediator the account was still open apart from a 24-hour cooldown, and that deposits continued, including one that day.
- 2026-06-16A resolver asked Winna why the account stayed open despite several self-exclusion requests.
- 2026-06-22Winna said the chats were rude, that the player was directed to its responsible gambling tool each time, never confirmed an exclusion period, and that the account had been manually suspended about two weeks earlier.
- 2026-06-22The player apologised for the language but insisted they had clearly stated an addiction and asked for permanent closure, and accused the casino of cropping its screenshots.
- 2026-07-02After reviewing the full 2 June transcript and the deposit history, the mediator found the agent had given clear self-exclusion instructions that were not followed, and rejected the refund claim as unjustified.
Rejected
The mediator found Winna gave clear self-exclusion instructions that the player did not follow; the €400 refund was refused.
What Has (and Hasn't) Helped
The refund failed because the player did not use the tool the agent pointed to. If a casino tells you to self-exclude through an account setting or by email, do that step at once and keep proof; a chat request alone is not enough under Casino.guru's policy. The mediator also recommended BetBlocker and local help services.