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I sent numerous emails (the first of many on July 10, 2026) requesting the closure of my gaming account. I never received a response to my emails, despite multiple reports to the operators via chat.

Ho inviato numerose e-mail (la prima delle tante il 10 luglio 2026) dove chiedevo la chiusura del mio conto gioco. Non ho mai rivevuto risposta alle mie e-mail, nonostante anche le molteplici segnalazioni in chat agli operatori.

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Dear EDBERG1919,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please specify the reason for closing your account? Have you mentioned gambling problems or gambling-related harm as your reason in any of your requests? If so, kindly send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi Veronica, I wrote that I wanted to close my account because I no longer wanted to play on their site. I'm also sending you further emails requesting a refund of all deposits made since July 10, 2026 (the first email I sent requesting account closure). I also have numerous screenshots of conversations with their agents where I constantly asked for my account to be closed because I didn't want to lose any more money. I'd like to recover my losses, but their behavior has been erratic. They didn't close my account as per my numerous requests via email and chat, and this failure has caused me to lose even more money.

Ciao Veronica, ho scritto che volevo chiuso il mio conto perchè non volevo più giocare sul loro sito. Ti invio anche altre e-mail dove chiedo il rimborso di tutti i depositi effettuati dal 10 luglio 2026 (prima e-mail inviata con richiesta chiusura conto). Ho anche tanti screenshot con le conversazioni con i loro operatori dove chiedevo costantemente la chiusura del mio conto perchè non volevo perdere più soldi. Vorrei recuperare le mie perdite, il loro comportamento è stato poco lineare. Non hanno chiuso il mio conto secondo le mie numerose richieste via e-mail e in chat e questa loro mancanza ha fatto si che io perdessi ulteriori soldi.

Veronica, the fact that they IMMEDIATELY and "miraculously" closed my gaming account only today (as of July 10, 2026), and that they closed it only as soon as I wrote via chat this morning (I sent you proof of all this via email) that I had a gambling problem, certifies the gross negligence on gretwin's part in NOT CLOSING my gaming account within 48 hours. They only ever responded to me via chat (when they allowed me to chat with them, because they also blocked me for about 10 days), telling me that I would have to wait for the relevant department to close it... I hope you can resolve this problem of mine. Thank you.

Veronica, il fatto che abbiano IMMEDIATAMENTE e "miracolosamente" chiuso il mio conto gioco solo oggi (dal 10 luglio 2026) e che lo abbiano chiuso solo appena ho scritto via chat sempre questa mattina (ti ho inviato le prove di tutto questo via e-mail) che avevo problemi con il gioco di azzardo certifica la grande NEGLIGENZA da parte di gretwin nel NON AVER CHIUSO entro 48 ore il mio conto gioco. Mi hanno sempre risposto solo in chat (quando mi permettevano di chattare con loro, perchè per circa 10 giorni mi hanno anche bloccato) dicendomi che per la chiusura avrei dovuto attendere il Dipartimento competente... Spero possiate risolvere questo mio problema. Grazie

Dear EDBERG1919,

Thank you for your patience while we investigated your case. I have carefully reviewed all the evidence and communication you provided.

Although you first requested the closure of your account on July 10, you did not explicitly mention gambling addiction or a gambling problem as the reason for your request. Instead, you stated on several occasions that you no longer wished to play at the casino or that you were experiencing financial losses. While we understand that these circumstances may be concerning, they do not, on their own, clearly indicate a gambling problem or constitute an explicit request for self-exclusion due to gambling-related harm.

According to the communication you provided, the first time you explicitly mentioned having a gambling problem to the casino’s customer support was during your chat on August 14. This was also the day on which your account was ultimately closed.

Unfortunately, we are therefore unable to request a refund of the deposits you lost before you explicitly informed the casino that you had a gambling problem and requested to close your account on that basis.

I understand that this may not be the outcome you were hoping for, and I am sorry that we cannot assist you with recovering the earlier losses. However, this is the approach we apply consistently when assessing complaints concerning refunds of deposits lost due to an alleged failure to implement self-exclusion.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Veronika

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