Wishking Casino - Player’s account remains active despite self-exclusion request.

I created an account with wish king and after loosing my first $100 deposit. I messaged them in live chat and said block my account and permanently self exclude me im self excluded on other casino please shut it down, I did that because I wasn’t feeling the casino and it’s true. they never did that, I go on later and loose more money and messages them again and say why haven’t you closed my account when I requested it permanently self excluded, they never did anything. This kept happening to the point where they said to me, sorry your manager is on a long fact they will contact you when they are back. So I loose a lot of money when I should’ve been blocked right after the first request. I have been messaged by them saying we got your request your account has been permanently blocked since June 27th, when really it should’ve been a couple weeks before that and they also didn’t close it that day. They have stopped messaging me back since I sent them screenshots I have of our chats of me requesting it, they fully took advantage of me and they are hiding now.

i Have never withdrawn money from this casino at all I think right when I told them they just saw a green light to make some money of an individual who is clearly hooked.

I also had another altercation where I should’ve won a big win, I was playing gates of Olympus 1000 and I did a big bonus buy and I had $12 and some change on my tumble and the 1000x multiplier dropped down and right when it dropped my casino kicked me out and my account was locked for probably 5 minutes, I go back in and see that the money is gone and if you go look at the game history it has been deleted, so it was the 8th spin would’ve had atleast 13k and probably more as it would’ve kept going.

all in all, terrible casino that goes against there own rules, I have seen someone else made a complaint about this and they are probably in the same boat where they have stopped responding.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Do you have any additional screenshots of your conversation with customer support from when you first informed them that you were suffering from gambling addiction? If so, kindly forward the entire chat transcript to me at veronika.f@casino.guru. Ideally, the dates and times should be visible.
• Additionally, did the support agent provide you with any further guidance on how to self-exclude your account, or were you only provided with websites offering assistance for users experiencing gambling-related problems?
• Could you also forward me the emails you sent to the casino requesting self-exclusion, along with the casino’s responses?
• When was the first time you requested to be self-excluded from this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello thanks for the response

I have sent you some screenshots from what I have, I requested self exclusion multiple times in chat and made it clear with them I need them to close my account and that I am self excluded on other accounts, they told me they put the request in and then a week later said sorry your manager has been on vacation that’s why it hasn’t been dealt with. That shouldn’t be an excuse. I requested it on June 21st right after my first deposit and they didn’t do a thing just sent me links. I think it’s very valid for a refund and on the casino if they don’t close someone’s account when they say to them, I am self excluded on other accounts and am an addict and want my account permanently closed, no matter if it’s an email or if it’s a live support chat they should be closing it down right away. It does also note that in there self exclusion policy’s that if they suspect it they will close it. Well I told them specifically and they didn’t. So yeah

thank you

Also they never asked for verification at all of age and there withdrawls don’t even work

Thank you for your email. I have reviewed the Responsible Gaming Policy of Wishking Casino, and this is what I found:

Self-Exclusion

If you are diagnosed with a gambling addiction or wish to refrain from gambling for any reason, we are here to support you.

Self-Exclusion allows you to voluntarily exclude yourself from all gambling services for a set period. This decision is binding and cannot be reversed within the chosen timeframe.

• Email: support@wishking.com

You may request to exclude yourself from our services for a period between 6 months and 5 years.

From the chat screenshots you sent me, it appears that the live chat operator informed you that account closure requests are handled via email only. They also provided you with a dedicated VIP email address for such requests.

• Have you followed the live chat agent's instructions and requested the closure of your account via email before requesting a refund of your lost deposits on 23 June?
• Have you ever informed the casino, either via its general support email address or the VIP email address, that you were suffering from gambling addiction or gambling-related harm and wanted your account to be closed?

Please note that we are able to assist with requests for refunds of lost deposits only when the player clearly informed the casino about their gambling addiction or gambling-related harm and requested to be self-excluded or have their account closed for this reason. Only in such cases can we assess whether the casino failed to protect you as a vulnerable player.

Hello, yes I did clearly state to them multiple times that I want my account closed I sent multiple chat emails and I know they are obligated to close accounts if requested in chat. I have a screenshot of my request made after my first deposit. I have asked them for all the other chat history because there is lots of other chats where I ask and they just close the chat but they won’t provide me with the history.

Hello Jmoney19,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay thank you, I will be waiting

Thank you for your patience while I was away from the office.

Unfortunately, the screenshots you provided only show communication via live chat. I would need to see evidence that you sent a self-exclusion request to the casino's email address, as suggested by the customer support agents.

Please note that we may not be able to assist you with your refund request unless we can gather sufficient evidence that you followed the instructions provided by the live chat agents and made reasonable efforts to complete the self-exclusion process via email.

I’ve sent the emails I have, it doesn’t specify that I need to send them an email for self exclusion, if I clearly state what I’ve stated in the support chat that should make them close my account as I requested, they never told me that I had to send and email. I sent multiple request via live chat and they didn’t say it needed to be in email. I also didn’t see anything under there responsible gambling stating it had to be done a certain way, it doesn’t specify say in there responsible gambling if there is suspicion to someone needing self exclusion they will close the account, and I even told them so they clearly took advantage of me.

This is one of the screenshots you provided me with earlier:

When exactly did this conversation take place? Was it before June 23, when you contacted vip@wishking.com with a refund request?

Hi this was after. I messaged them asking for account closure the first hour of having an account and said I’m an addict and want to be self excluded immediately and permanently. This was after I lost my first $100 I have seen you the image of the request. They only told me that I have to email like the day when I opened this claim. They are completely scamming and taking advantage of me. It does not state that I have to request over email. The only time I was told that was then. It was the day I opened this claim.

Is there a phone line I can talk to you about this, It would be much easier to go through my entire situation over the phone for a better and more clear explanation because what they have done is completely illegal and I’ve done enough research to know it exactly is.

Dear Jmoney19,

Thank you for your patience and for providing the additional information.

We have carefully reviewed the evidence you provided, but unfortunately, we do not have sufficient evidence to establish that the casino received a clear self-exclusion request based on gambling addiction or gambling-related harm before you requested the refund.

The first email correspondence we have been able to establish is your email of 23 June, in which you requested a refund and mentioned that you were self-excluded at other casinos. We do not have evidence that, before this date, you sent the casino an email requesting self-exclusion or informing them by email that you were suffering from gambling addiction or gambling-related harm.

According to the information available to us, the casino permanently closed your account on 27 June. This means that the account was closed four days after your 23 June email. In the circumstances and based on the evidence available, we consider this to be a reasonable timeframe, particularly since we have not been provided with evidence showing that you followed the casino's stated email procedure for self-exclusion before 23 June.

We appreciate that you believe your live-chat requests should have been sufficient and that the casino should have acted immediately. However, when assessing refund requests related to self-exclusion, we need to establish that the player made reasonable efforts to complete the self-exclusion process and followed the instructions provided by the casino or the procedure specified in its Responsible Gambling policy.

Unfortunately, based on the evidence currently available, we cannot establish that the casino received a qualifying self-exclusion request via the required channel before the losses for which you are seeking reimbursement. We therefore do not have sufficient grounds to conclude that the casino failed to act on a properly submitted self-exclusion request or that a refund of your losses is justified.

For these reasons, we have decided to reject the complaint.

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.

Best regards,

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.