The player from Germany sought assistance in obtaining a refund from Wildwinz after a self-exclusion request had not been processed correctly due to an incorrect email. Although the casino had confirmed a refund amount of €1790, only €800 of his transactions had been refunded, and he was then told that the crypto transactions could not be refunded despite the initial confirmation. We attempted to facilitate communication with the casino, but no response was received from Wildwinz representatives. Consequently, the complaint was marked as unresolved due to a lack of cooperation from the casino. The player was advised to submit a complaint to the Curaçao Gaming Authority as no formal dispute resolution process existed for that jurisdiction.
Wild Winz Casino - Player's refund request is delayed.
Unresolved
Our verdict
No reaction
Black points: 551
Amount: €990
Wild Winz Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Translation
Hello, I need your help to get my refund from Wildwinz.
On December 1, 2025, I contacted the casino and requested a refund of my deposits, as I had requested a self-exclusion on November 5, which was not processed by the casino.
The casino then confirmed to me that an incorrect email address had been entered on the website for self-exclusion, which is why my application was not processed.
Furthermore, I received confirmation of the total amount of my refund, which is €1790.
Immediately afterward, my Revolut transactions totaling €800 were refunded, and I was told the crypto transactions would be refunded within seven days. There was still €990 of crypto transactions outstanding.
After nothing had happened for several days, I inquired several times and was suddenly told that they supposedly cannot refund crypto transactions. This is apparently stated somewhere in the terms and conditions.
My case is not a normal refund, but because the casino has confirmed that my request was not processed in time.
I request your assistance in obtaining a manual refund of my crypto deposits from the casino.
Automatic translation:
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2 months ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear xSerious169,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Winz Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that your account is now fully blocked?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]. Kindly include conversation with casino support, screenshots or other evidence related to this issue.
- Could you please advise when was the last time the casino allowed you to deposit?
Looking forward to your reply,
Katarina
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2 months ago
Translation
Hello, yes, my account is now blocked.
The casino has admitted that it made a mistake and confirmed that I will receive a refund of my deposits.
Only the Revolut payments were refunded, with the explanation that they supposedly cannot refund crypto transactions.
The casino has also instructed me to file a complaint so that this can be resolved together with you and I can get my money back.
Because, as I understand it, a dispute resolution body must first be involved before the casino can refund the other amount.
I sent you everything relevant via email.
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1 month ago
Dear xSerious169,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Katarina
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1 month ago
Dear xSerious169,
I am sorry to hear about your problem with Wild Winz Casino.
I will now try to contact a Wild Winz Casino representative via email. Hopefully, they will join this conversation and participate in resolving your complaint.
If a Wild Winz Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.
Best regards,
Igor
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1 month ago
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.
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1 month ago
Dear xSerious169,
I have repeatedly tried to contact the Wild Winz Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will 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.
Unfortunately, since the Wild Winz Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.
However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].
Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.
You can find further guidance on submitting complaints to regulators on this link.
I'm truly sorry I couldn't offer a more favorable resolution in this case.
Best regards,
Igor
