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 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, exacerbated by the casino's promotion of low rollover bonuses despite his requests for self-exclusion. The issue was marked as resolved, and the player chose to block the casino and other gambling sites.
WishWin Casino - Player requests urgent self-exclusion from casino.
Opened
Current status
Waiting for Casino Guru to reply
6d 7h 47m 53s
WishWin Casino
Safety Index:HighCase summary
Discussion
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3 months ago
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.
Edited by a Casino Guru admin
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3 months ago
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
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3 months ago
Translation
Good 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. [email protected] . then consulting online support again they tell me to send the request to [email protected] 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
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3 months ago
Translation
Dear 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.
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2 months ago
Thank you very much, hbarzej, for providing all the necessary information. I will now transfer your complaint to my colleague Igor ([email protected]) 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.
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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 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.
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2 months ago
Translation
What'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.
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2 months ago
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Good 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.
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2 months ago
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
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1 week ago
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 ([email protected]) 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.
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1 week ago
Translation
Dear 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
Edited by a Casino Guru admin
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1 week ago
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Hello, 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.
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1 week ago
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?
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6 days ago
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
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4 days ago
Translation
By 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
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4 days ago
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?
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2 days ago
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
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23 hours ago
Dear hbarzej,
Do you have any screenshots from your account from the time when it was allegedly reopened?
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16 hours ago
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Dear 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.
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