Wiz Slots Casino - Player’s self-exclusion has been ignored.

Complaint Summary

I am submitting this complaint because I believe the casino failed to honour my permanent self-exclusion.

In 2024, I requested that my account be permanently self-excluded. The casino confirmed that the self-exclusion had been activated and advised that my name and payment methods would be flagged. I have screenshots of this confirmation and can also provide the forwarded email if required.

Despite this, in October 2025, I was able to access the casino again, deposit funds, and continue gambling. In my view, this should not have been possible if the self-exclusion had been properly enforced.

The casino’s previous correspondence indicated that any future activity identified under my name or payment methods would be detected and addressed. However, this did not occur. My deposits were accepted, and I was allowed to continue gambling despite the self-exclusion that had already been put in place.

I have supporting evidence, including:

The original self-exclusion confirmation from 2024.

Screenshots confirming the self-exclusion was activated.

The email correspondence, which I can forward if required.

Evidence showing that I was able to gamble again in October 2025 despite the active self-exclusion.

they even go as far as saying they were sent back last October which clearly isn’t the case.

I respectfully request that Casino Guru review whether the operator fulfilled its responsible gambling obligations and properly enforced my self-exclusion. If additional documentation is required, I will be happy to provide it.

Thank you for your time and consideration.

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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.

• Could you please forward me the original self-exclusion request that you sent to the casino in 2024? Kindly include the response you received from the casino, along with all the subsequent communication regarding the closure of your account. Make sure to forward me the original, uncropped emails, not just screenshots. My email address is veronika.f@casino.guru.
• Was your original account reopened in 2025, or did you create a new account?
• How many accounts did you create at this casino?
• Have you passed the full KYC verification in any of your accounts?

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