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Good evening,

I am [Redacted]

I have two complaints to make, one for unpaid winnings of 250 euros and one, the more important one, concerns my account. After sending a letter on Telegram of serious gambling addiction, Winnita replied that my account would be closed immediately, but unfortunately this was not the case. My account remained open and I deposited and lost 1,100 euros in 3 days. Only yesterday was it closed. Yesterday I sent an email requesting a refund due to a declared gambling addiction, and they replied that the money had already been gambled. On Telegram, after sending the declaration of gambling addiction, I was told that my account would be closed immediately, but unfortunately it was not in their interest to close it, so I continued to play.

I'll also briefly tell you about the unpaid winnings from 20 days ago.

I was playing Coin Flip and won first €230 and then €20, but my account didn't add the winnings. I play with screen recording. I have a video of the unpaid winnings, which is about three minutes long.

Buonasera,

Sono [Redacted]

Avrei da fare due reclami , uno per vincite non pagate per 250 euro e uno , quello più importante riguarda il mio account. Dopo aver inviato su telegram una lettera di dipendenza grave da gioco , winnita mi risponde che il mio account verrà immediatamente chiuso ma non è stato così purtroppo . Il mio account è rimasto aperto e ho versato e perso 1.100 euro in 3 giorni . Solo ieri è stato chiuso. Ieri ho mandato mail di richiesta rimborso causa ludopatia dichiarata mi hanno risposto che ormai il denaro è stato giocato.. Su Telegram dopo l invio della dichiarazione di ludopatia mi è stato detto che il.mio account sarebbe stato immediatente chiuso ma purtroppo non conveniva a loro chiudere così ho continuato a giocare.

Vi racconto anche in poche parole le vincite non pagate di 20 giorni fa.

Giocavo a Coin flip e ho vinto prima 230 euro poi 20 euro ma il conto gioco non ha aggiunto le vincite. Io gioco con registrazione schermo. Ho il video delle vincite non pagate che dura circa 3 Minuti.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Winnita Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did you first communicate gambling problems to the casino, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Regarding the other issue, could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

First of all, thank you for the help you give me and all the people who don't know who to turn to in situations like these. Luckily, you still give us some hope. Brief summary. On June 29th, I won 250 euros on Coinflip Evolution in 2 quick games. The winnings appeared, but the money wasn't added to my gaming account. Luckily, I have the video because I play with screen recording. I complained to Winnita and told them I have the video of my winnings, and they said, "OK, but the experts need to evaluate the video." Even a blind person can see that the winnings weren't added to my gaming account. Every 2/3 days I ask for what I am entitled to but they continue to reply that I still have to wait. On July 17th, after huge losses, I ask for my 250 euros again and they continue to say that I have to wait... I was going crazy and having understood that I would never see the 250 again, I decide to immediately exclude myself due to serious gambling addiction, with a letter sent on Telegram. They reply that my account will be closed now given the

€1,100. This is the amount I paid after filing my tax return, along with a response from Winnita. I'm only asking for the post-declaration amount and perhaps the €250 from June 29th. In any case, everything is documented.

Innanzitutto grazie per l aiuto che date a me e a tutte le persone che non sanno a chi rivolgersi in situazioni come queste , per fortuna ci date ancora qualche speranza. Breve riassunto . Il 29 giugno ho vinto a Coinflip Evolution 250 euro in 2 giocate ravvicinate. La vincita è sono apparse ma il denaro non è stato aggiunto al conto gioco . ho il video per fortuna perché gioco con registrazione schermo. Mi lamento con winnita e comunico che ho il video delle vincite e loro mi dicono ok ok ma gli esperti devono valutare il video .... Anche un cieco vede che la vincita non e' stata aggiunta al conto gioco. Ogni 2 /3 giorni chiedo quello che mi spetta ma loro continuano a rispondere che devo aspettare ancora.Il 17 luglio dopo grosse perdite chiedo nuovamente i miei 250 euro e loro continuano a dire che devo aspettare... Stavo impazzendo e avendo capito che i 250 non li avrei più visti decido di autoescludermi per grave dipendenza ludopatica nell'immediato , con lettera inviata su telegram .mi rispondono che il mio conto sarà chiuso ora vista la

1.100 euro . Questa somma è quella che ho versato dopo la dichiarazione con tanto di risposta da parte di winnita. Chiedo solo il post dichiarazione e magari i 250 del 29 giugno . Comunque tutto documentato

Dear Player,

Thank you very much for your response. Could you please confirm whether you currently still have access to your account? If not, when exactly did the casino close your account and when was your last deposit made?

Additionally, in order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period when the technical glitch occurred. If possible, please also forward the video recording of the incident.

You can send the evidence to my email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Filibertos,

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