Refused self exclusion and account closure request

Winberry ignored repeated self-exclusion and account closure requests — $7,674 CAD refund requested
I repeatedly asked Winberry Casino to close/block my account and clearly disclosed that I am a compulsive gambler.
On July 30, 2026, I wrote to my VIP representative:
“I am a compulsive gambler and I want the account closed now.”
I also stated that I had repeatedly asked for closure and wanted the account closed permanently. Despite this, my account remained active.
Winberry’s own live-chat support later confirmed that this was not my first request. Their representative stated that I had “already submitted the same request multiple times” and apologized that I had needed to contact them repeatedly.
Support also told me that because I had VIP status, only my VIP manager could block or deactivate my account. That is Winberry’s internal procedure and should never result in a player who has requested self-exclusion remaining able to deposit and gamble.
I followed up again on August 5, asking why my account had still not been closed.
I am not asking for reimbursement of any losses before my documented July 30 request. I am requesting reimbursement of $7,674 CAD in losses incurred after July 30, because those losses could not have occurred had Winberry acted on my clear and repeated self-exclusion requests.
A responsible-gambling system offers no meaningful protection if a casino can be repeatedly informed that a customer is a compulsive gambler, fail to close the account because of an internal VIP-management process, continue accepting deposits, and then retain the resulting losses.
I have provided documentation showing my July 30 request, previous closure attempts, Winberry’s acknowledgement that I contacted them repeatedly, their admission that I submitted the same request multiple times, and their explanation that only my VIP manager could deactivate the account.
I also have the casino’s transaction history supporting the $7,674 CAD in losses after July 30 and can provide this by email if required.
Because the attachments contain private personal information, I kindly request that AskGamblers NOT publish any of the documents or screenshots. They are provided solely as evidence for the complaint review.