The player from Chile had tried to enforce a self-exclusion from Wishwin casino but had not received any response from customer service despite multiple attempts to contact them. He had emphasized the importance of this self-exclusion for his health as a gambling addict. After approximately 15 days and numerous emails, his account was finally closed and the self-exclusion was implemented. However, he reported suffering estimated losses of $5,000 during this period, which were exacerbated by the casino's promotion of low rollover bonuses despite his requests for self-exclusion. The complaint was ultimately rejected by the Complaints Team after investigation revealed that the player had not correctly completed the procedure after being informed by live chat.
WishWin Casino - Player requests urgent self-exclusion from casino.
Unjustified complaint
Amount: $6,983,000 CLP
WishWin Casino
Safety Index 8.5 HighCase summary
Translation
Dear Casino Guru Team,
I am contacting you to request your urgent assistance and mediation regarding a problem with the Wishwin casino.
I have repeatedly attempted to contact your customer service—both via chat and email—to request my permanent self-exclusion, but have not received a response so far.
I wish to state that I am a gambling addict, and this request for self-exclusion is a necessary measure to protect my health. The casino's lack of response violates the responsible gaming policies that platforms are required to adhere to.
I would be extremely grateful if you could intervene or mediate with Wishwin to make my immediate and complete self-exclusion effective.
I attach my contact information for any necessary verification:
Name: Humberto B.
Email: [email hidden by Casino Guru]
I appreciate your understanding and support in this situation.
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please 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.
- When did you send the first self-exclusion request to the casino, where you mentioned that you're suffering from gambling addiction?
- Have you used the correct email address of the casino customer support to send your request?
- When was the last time the casino communicated with you regarding your request to self-exclude?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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
TranslationGood morning,
The first request was sent following the instructions in the online chat on October 15th, then on October 16th without any response to the email. support@wishwin.cpm . then consulting online support again they tell me to send the request to vip@wishwin.com This was done twice without a response. In the online chat, they told me there was no way to apply this except by email, and I had to wait. This communication was today.
When trying to verify the account it says that the account does not currently require verification and KYC is not enabled.
Thank you
TranslationDear All,
I'm contacting you to report the situation I'm experiencing with an online casino. Despite having repeatedly requested self-exclusion via email and online chat, my request has not been processed or received a response.
The worst part is that instead of respecting my request and conditions, they sent me an 80,000 no-deposit bonus promotion with 1x rollover, which I consider immoral and a trap for a person who suffers from gambling addiction and is trying to maintain control.
I request that you please investigate this case and I attach a screenshot of the promotion sent.
Thank you very much, hbarzej, for providing all the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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.
Dear hbarzej,
I am so sorry to hear about your problem with the WishWin Casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a WishWin Casino representative to join this conversation and participate in resolving this complaint.
Dear WishWin Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
TranslationWhat's more, my VIP assistant last week (Friday) asked how long I wanted the self-exclusion, with my permanent response which did not materialize and due to my condition, I continued together and persisted close to 3000USD although I have been requesting this self-exclusion for more than 10 days.
TranslationGood morning,
Finally, WishWin closed my account and self-excluded me after approximately 15 days and around 30 emails requesting this action. I believe they acted in bad faith, as during this period each self-exclusion request was followed by promotions with low rollover bonuses (x1, x5) of $200, $150, $75, and even $10, while I was allowed to continue playing. As a result, I suffered estimated losses of $5,000 from the time I requested self-exclusion until it was finally implemented.
I consider this practice predatory, given that I made my gambling problem clear in my emails.
I request that you consider lowering the casino's ranking or, at least, issue a warning to users about this behavior.
I will not access this site again, as I am using the Gamban service, which blocks all gambling sites, including yours.
If you need more details, emails or evidence regarding my testimony and the casino's conduct, you can request them via email.
I consider the case closed.
Dear all,
I'm glad to hear that the issue has been successfully resolved.
In his last reply, the player informed us that he unfortunately lost around $5,000. I would have preferred to keep the complaint open until complete satisfaction, however, the player has blocked us along with other gambling sites and considers this case closed.
I will proceed to mark the complaint as "resolved" in our system.
Dear hbarzej,
Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
Best regards,
Igor
We’ve reopened this complaint at the request of hbarzej. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear hbarzej,
In the message I received from you, you mentioned that you had attached the email. Unfortunately, I have not received any email.
But could you please either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.
Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.
TranslationDear Igor, my email and reply were forwarded to you. For some reason, I can't attach files here. The original email address is [redacted by Casino Guru].
Thank you
TranslationHello, I've managed to get myself self-excluded again. Sending me an email requesting I open an account with a bonus (1x rollover) is immoral and illegal, especially considering my original self-exclusion was explicitly requested due to gambling addiction. This constitutes a direct violation of your license in the following sections:
Violation of Responsible Gaming Protocols (GCB Guidelines): According to the Curaçao Gaming Control Board guidelines, once a player is identified as a problem gambler, the operator must immediately cease all marketing communications. Sending direct marketing to a self-excluded user is a serious offense.
Predatory Marketing and Improper Reinstatement: I have attached a screenshot of the promotional email I received and, more seriously, a screenshot of my reply clearly explaining my situation. It is unacceptable that, even with my explicit warning, the casino proceeded to reopen my account, completely ignoring my request for protection and violating the principle of irrevocability of self-exclusion for addiction.
Violation of the new LOK Law (Curaçao): The current legal framework expressly prohibits incentivizing vulnerable individuals to resume gambling. Reopening a problem gambler's account with financial incentives (1x bonus) is a predatory practice that invalidates the terms of your operating license.
Failure to Fulfill Duty of Care: The casino failed in its obligation to protect the player. By reopening the account after receiving my response, they demonstrated a complete disregard for the security measures that regulations require them to implement.
The evidence that proves the casino prioritized its economic benefit over my health and financial security was sent to your email as I mentioned in the previous message.
Dear WishWin Casino,
Could you please explain why the player’s account was reopened and why they received a bonus offer, despite the fact that the account was closed due to self-exclusion?
Dear Casino Guru,
The player's account remains permanently closed.
Player is removed from all marketing distributions and we have placed a restrictive note on the profile to ensure the account is never reopened, regardless of any future requests from the player.
Kind Regards,
WishWin Team
TranslationBy opening this complaint, I only seek to expose the casino for what I consider a predatory action that goes against the terms of the license.
It's unreasonable to contact someone who has permanently self-excluded from the casino due to gambling addiction, especially in the manner described. The contact requested another chance, claiming the person was a high-value player, and offered a cash bonus of approximately 150,000 (around $150 USD).
They know that players like me, with gambling problems and who are fighting for recovery, are the best players for the casino. We don't stop until we're broke, spending thousands of dollars without ever withdrawing. The mere fact that they contacted a player who closed their account, informing the casino of their problem so they could reopen it, speaks volumes about how poorly they follow responsible gambling policies.
If this was a mistake and not standard policy, they should train their customer service staff, and in my case, VIP Advisors, so they understand these issues and don't try to take advantage of people like me who, in every sense, are ill and have an addiction.
THANK YOU
Dear WishWin Casino,
Could you please explain why the player’s account has been reopened, despite it being previously closed due to problematic gambling, and despite the fact that the player informed his VIP manager about his gambling problems and clearly stated that he did not wish to reopen his account?
Dear Casino Guru,
The player’s account remains closed and has not been reactivated.
Our records show the player contacted us on Friday, 16 January 2026, at 09:43:15 to request a bonus; however, this request was denied due to his history of gambling issues.
I placed a note to ensure it remains closed regardless of future requests.
Additionally, the player has been scrubbed from all mailing lists to prevent further correspondence.
Kind Regards,
WishWin Casino Team
Dear hbarzej,
Do you have any screenshots from your account from the time when it was allegedly reopened?
TranslationDear Sir, no, but it did open and I received the 150,000 cash bonus, I assure you of that, and after my insistence it closed again.
My main point here is that they can't send account opening and bonus applications to self-confessed problem gamblers. It's very difficult to say no to someone who is ill.
The mere act of sending that email is a bridge to the policies.
Dear WishWin Casino,
Could you please send me any evidence regarding the conversation that took place on 16/1/2026, in which the player asked for the bonus?
Dear Casino Guru,
Email has been sent, please check at your earliest convenience.
Kind Regards,
WishWin Casino Team
Dear WishWin Casino,
According to the player’s earlier message, he received a bonus offer from the vip@wishwin.com email address on 13/1/2026.
Do you have any information regarding this communication?
I can forward the email to you if needed.
Dear Casino Guru,
Please forward the email in question, as we have no record of this correspondence in our system.
The player's account has been closed, and a restrictive note has been added to ensure no further promotional materials are sent.
Kind Regards,
WishWin Casino
Dear WishWin Casino,
I have forwarded the email you requested.
Please let us know once you have had a chance to review it.
Dear Casino Guru,
Unfortunately, we were unable to open the .eml file you provided.
To help us assist you further, could you please send a screenshot of the email in JPEG, PDF or PNG format instead?
Kind Regards,
WishWin Team
Dear WishWin Casino,
I have sent you an email containing the screenshots you requested.
Please take a moment to review them, and inform us if there are any updates to share.
Dear Casino Guru,
Thank you for providing those attachments.
Based on the documentation, the player requested an account closure on 14.01, and the request was fulfilled on 15.01.
In accordance with our Responsible Gaming policy, which states that accounts will be closed 'as soon as practicable,' we acted within a standard timeframe.
Furthermore, I have permanently noted that this account is not to be reopened and have ensured the player is removed from all marketing distributions.
Kind Regards,
WishWin Casino
TranslationWhat is irregular is the reopening of my account with an additional bonus.
Dear WishWin Casino,
On 02/11, the player's informed us that their account had been successfully closed as a result of a self-exclusion request.
Could you kindly provide clarification on this matter?
Was the account indeed closed in accordance with the self-exclusion request?
Dear Casino Guru,
We have emailed the relevant documents to Igor to assist in resolving this matter.
Kind Regards,
WishWin Team
Dear hbarzej,
According to the casino's email, you requested the closure of your account on October 30th; however, it appears that you did not indicate any self-exclusion or related concerns about gambling.
Could you please confirm if this is accurate?
We welcome any additional information you wish to share.
TranslationHello, Wishwin was asked multiple times for permanent self-exclusion. Here are screenshots of two emails sent on 10/17/2025 and one on 10/18/2025.
Thank you
Dear WishWin Casino,
The player requested his account to be closed multiple times via email but did not receive any response to those requests.
According to your Responsible Gambling section, the player used the correct email address.
Could you please comment on this and provide any necessary information?
Dear Casino Guru,
The player has made multiple requests to reactive their account.
We hereby confirm that the account is permanently closed and will not be eligible for reinstatement under any circumstances, regardless of future requests.
Kind Regards,
WishWin Casino
Dear WishWin Casino,
Thank you very much for informing us that the account is now permanently closed, without the option to reopen it.
However, the player requested that his account be closed multiple times (on 17/10) via email but did not receive any response to those requests.
Only later was his account closed, and it was processed as a regular account closure rather than as a self-exclusion.
Could you please comment on this?
Dear Casino Guru,
This inquiry has been forwarded for internal review.
We will reach out to you once we receive a reply.
Kind Regards,
WishWin Casino
Dear WishWin Casino,
Please review the player’s screenshots and messages at your earliest convenience and keep us updated with any developments or news to share.
Dear Casino Guru,
The review is still in progress; however, we anticipate a resolution soon.
We are monitoring the case closely and will provide an update as soon as the assessment is complete.
Kind Regards,
WishWin Team
Dear WishWin Casino,
It has been nearly three weeks since the player shared the screenshots, and I regret to inform you that we have not seen any progress or meaningful updates from your team during this time.
I kindly request that you provide any information, explanations, or evidence that could assist in moving this complaint towards a successful resolution.
Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.
Dear Casino Guru,
We apologize for the delay.
This case is still under review, and we will provide an update as soon as it is complete.
Kind Regards,
WishWin Team
Dear WishWin Casino,
As mentioned in my previous message, I expect you to provide any information, explanations, or evidence that could help move this complaint toward a successful resolution.
Please review the player’s screenshots and let us know your findings, particularly why the player’s self-exclusion requests were ignored.
Otherwise, I will have to close this complaint as unresolved.
Thank you for your understanding.
Dear Casino Guru,
We have sent a private email, please check at your earliest convenience.
Kind Regards,
WishWin Casino
Dear hbarzej,
I would appreciate it if you could forward me the original emails dated 10/17/2025 and 10/18/2025, in which you requested the self-exclusion.
Furthermore, have you received any confirmation emails or ticket numbers related to those requests?
Thank you very much for your cooperation.
TranslationHello, to which email address should I forward these emails?
Dear hbarzej,
You can send me an email on (igor.p@casino.guru) or post it in this conversation as an attachment.
Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.
Dear hbarzej,
Thank you for forwarding the emails to me.
Additionally, did you receive any confirmation emails or tickets after sending those emails to casino?
TranslationNo, I never received any response from them regarding these tickets. I mentioned this several times through online support, requesting self-exclusion. However, I received no information, only that I should wait. That's why I filed the original complaint with you.
Dear WishWin Casino,
Earlier in our email conversation, you shared this screenshot. However, based solely on this screenshot, it is impossible to determine what was discussed with the player.
Would it be possible to share the whole conversations from October 16th and 17th with me?
Thank you very much for your cooperation.
TranslationDear all, I believe the most serious aspect of this situation is that after fighting with the casino and having to file a complaint with your assistance to achieve permanent self-exclusion for gambling addiction, the casino contacted me some time later through a VIP agent and offered to reopen my account with a no-deposit cash bonus. This is like offering free cocaine to someone undergoing addiction treatment when the person offering it knows you have a problem, that it will be very difficult to refuse, and that reopening the account will result in losses and gains for the casino. This is unethical behavior and goes against responsible gambling policies.
All that info is in the chat
The underlying purpose of self-exclusion is to block your access because you are ill, even though I requested it since I declared myself a gambling addict and asked to be permanently blocked.
That's why I reopened this casino, because a casino that is legal and fair cannot allow those kinds of actions to enrich itself, especially one with a HIGH safety rating.
Dear WishWin Casino,
Could you kindly provide me with the entire deposit history for the player from October 17, 2025, until the account was permanently closed?
Thank you very much for your assistance.
Dear Casino Guru,
The player's history has been requested from the relevant department, but it will take some time.
Kind regards,
WishWin Team
Dear WishWin Casino,
Thank you very much for informing us that you have requested the player’s deposit history.
Please let me know once the document has been sent. Thank you!
Dear Casino Guru,
Deposit history has been emailed to Igor.
Kind Regards,
WishWin Team
Dear WishWin Casino,
Thank you for your email and your cooperation so far.
I have just sent you one more request via email. Please review it and reply at your earliest convenience.
Thank you.
Dear Casino Guru,
Email has been sent to your representative.
Kind Regards,
WishWin Casino
Dear WishWin Casino,
After a thorough investigation of this complaint, I have reached the following conclusion.
On October 16th, the player reached out to you with a self-exclusion request related to their gambling problems. Upon reviewing the communication with the player, I would like to point out one important detail: the player should never be "threatened" that their balance will be voided upon submitting a self-exclusion request.
This is contradictory to the basic principle of self-exclusion and responsible gambling — to protect vulnerable players from losing their money through gambling.
Therefore, the player should be eligible for a refund of all deposits made after this conversation, which total 6,983,000 CLP.
Before we move to the next step, is there anything you would like to add or comment on? Or is there anything that requires further clarification or explanation?
Dear Casino Guru,
We are still reviewing this case. We will provide an update as soon as it has been finalized.
Kind Regards,
WishWin Team
Dear WishWin Casino,
Thank you for your response.
Please reply when there is any update regarding this case.
TranslationGood morning, I agree with Casino Guru that Wishwin should be entitled to a refund of deposits due to the casino's failure to comply with responsible gambling and self-exclusion policies.
Dear Casino Guru,
Thank you for your patience.
We have provided a reply via email to Igor, please check at your earliest convenience.
Kind Regards,
WishWin Team
Dear hbarzej,
Thank you very much for your patience and cooperation so far in this complaint.
I truly appreciate it, especially considering that this case has been open for some time.
Before we move to the next step, I would like to ask whether it would be possible for you to share a screen recording—either from your mobile device or PC—of the emails from October 17th and 18th, 2025. I understand that you have already shared multiple screenshots; however, a screen recording is considered even stronger and more reliable evidence.
Please let me know whether this would be possible.
Additionally, you can send the video to igor.p@casino.guru.
Your cooperation is greatly appreciated.
TranslationDear Igor, the requested information has already been sent by email.
Thank you for your help with this matter.
Greetings
Dear hbarzej,
After a thorough review of this case and an internal discussion within the Casino Guru team, we have reached the following conclusion.
In your initial communication via live chat, the support team clearly informed you of the correct way to request self-exclusion.
Subsequently, you sent two emails which, unfortunately, were not delivered to the casino. The most likely reason is the use of a non-standard email address (@1tek.cl). This is a common issue when not using widely established email providers such as @gmail.com. Therefore, to avoid similar issues in the future, I would advise using a standard email account.
All in all, we cannot consider your effort to be sufficient. From the casino’s point of view, you requested self-exclusion once via live chat, were informed of the correct procedure, and did not follow up successfully.
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 this or 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,
Igor
