The player from Germany faced an issue at Wyns Casino due to a typo in their email address during registration. This prevented them from accessing their correct email to request weekly cashback, and the live chat support was also unresponsive. The player confirmed the typo and that they had not completed KYC or withdrawn significant winnings yet. Despite multiple attempts to communicate, the player failed to respond to further inquiries from the Complaints Team. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen if the player resumed contact.
Wyns Casino - Player is unable to access account for cashback.
Closed
Our verdict
Player stopped responding
Amount: €900
Wyns Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Hello dear forum,
I have a problem with Wyns Casino. I've had an account there for a while, but I made a typo during registration and accidentally entered .com instead of .de as the domain extension.
I wanted to request my weekly cashback (which I've already done several times, mentioning the incorrect email address, and it always worked), but I received a reply stating that I can only submit the request via my "correct" email address (which, logically, I don't have access to and can't register for). So now I can neither correct my email address, nor will I receive the cashback, and the live chat support isn't working at all, even when I'm logged in.
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1 month 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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1 month ago
Dear Driks,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that the typo happened while entering your email address during the registration process?
- Could you please advise how long have you been playing in Wyns Casino? Have you passed the KYC verification?
- Additionally, have you tried contacting the customer support in relation to this issue?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
TranslationHello Attila,
Exactly – that's right! I accidentally entered the wrong domain extension during registration (.com instead of .de). This wasn't a problem until now, and I haven't completed KYC yet because I haven't made a withdrawal of a significant amount. Yes, I've tried contacting support via both email and live chat (in this specific case, primarily because of the unpaid cashback).
Best regards and many thanks
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1 month ago
Dear Driks, thank you for your response. Have you received any answer or instructions from the customer support? If so, could you please share your correspondence? You can reach me via email at attila.g@casino.guru, or attach screenshots here.
Thank you for your patience and cooperation.
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1 month ago
Dear Driks,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
