Wyns Casino - Player’s account closure is unresolved.

Hello,

I recently requesting to have my account closed due to a gambling issue. It was said to be closed. I tried logging in today and was able to access my account. I logged into the account and deposited $530 and lost it all.

Liam

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Dear ZOINGERZ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To assist you better, could you please clarify a few details regarding your situation? Here are some questions that may help:

• Are you still able to access the casino? Can you log in to your account?
• When exactly did you make your deposit and lose all?
• Do you have any additional screenshots or emails that can help us to better evaluate the case?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

I still have access, I made the deposit yesterday.

I can email you the correspondence

Thank you for your reply and for providing the previous details, ZOINGERZ.

Could you provide the above-mentioned additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Ok email sent

Dear ZOINGERZ

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear ZOINGERZ,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wyns Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Wyns Casino representative to join this conversation and participate in resolving this complaint.

Dear Wyns Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear All,

Thank you for bringing this matter to our attention.

We have reviewed the case and can confirm that the account has now been permanently closed.

We are already in direct contact with the player to resolve the remaining matter and have requested the necessary details via email to proceed with a full refund of the mentioned deposits ($530). We kindly ask the player to reply to our email so we can finalize the process as soon as possible.

Best regards,

Wyns Casino Team

Dear Wyns,

I would like to re evaluate this.

I am requesting to have the timestamped withdrawals made after my request to close the account listed as I believe there were more transactions that were made after this request.

Dear Wyns Casino,

Would it be possible to share the history of all the player’s deposits made after the initial self-exclusion request, so the amount can be adjusted accordingly?

Dear Igor,

Thank you for your message.

We are currently gathering the detailed deposit history and cross-checking the timestamps as requested to ensure a precise re-evaluation of the case. We need a little more time to verify the data accurately and will share the requested information as soon as the internal review is complete.

Thank you for your patience and cooperation.

Best regards,

Wyns Casino Team

Dear Wyns Casino,

We kindly request that you keep us informed of any updates.

Additionally, 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 a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Dear Igor,

Thank you for your patience. Please be advised that we have just sent a detailed explanation and the necessary evidence regarding this case to your email.

Kindly review the information provided and let us know if any further assistance or documentation is required from our side.

Best regards,

Wyns Casino Team

Dear ZOINGERZ,

I would like to inform you that the casino has reviewed your case and has made the decision to refund you the amount of 530 Canadian Dollars.

As this aligns with the amount you initially requested, I will now reach out to the casino to inquire about their preferred method for processing the refund.

Dear Wyns Casino,

Thank you for your response and for letting us know that you are prepared to issue the refund to the player.

Could you please advise us on how you would like to proceed with the refund?

Thank you for your cooperation.

Dear Igor,

Thank you for your follow-up.

We would like to inform you that we have already contacted the player directly via email on February 2nd with the refund offer. In that communication, we requested the necessary bank details to proceed with the transaction. However, we have not yet received a reply to that email.

We kindly ask the player to respond to our previous email with the requested information. Additionally, if the player would prefer an alternative payment method, we invite them to specify this in their reply, and we will review if such an option is feasible.

As soon as we receive these details, we will be able to move forward with the refund process.

Thank you for your cooperation.

Best regards,

Wyns Casino Team

Dear ZOINGERZ,

The casino kindly requests that you respond to their previous email in order to clarify the steps necessary for proceeding with your refund.

I’ve responded and hoping Wyns can provide an alternative solution for the payment

Dear Wyns Casino,

The player has responded to your previous email, asking for additional assistance regarding the refund.

Please keep us updated on any progress.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for the update.

We would like to inform you that we have sent a follow-up email to the player regarding a potential alternative solution we can offer in this matter.

We kindly ask the player to check their inbox and get back to us at their earliest convenience so we can proceed accordingly. We will keep you updated as soon as we receive a response.

Best regards,

Wyns Casino Team

Dear ZOINGERZ,

The casino has contacted you via email regarding an alternative solution for the refund.

We kindly ask you to review the email and inform us once you have had the opportunity to respond.

Thank you for your attention to this matter.

I submitted my BTC address

Dear Wyns Casino,

The player has submitted their crypto address via email.

We kindly ask that you inform us once the refund has been processed on your end.

Thank you.

Dear all,

Thank you for the patience.

We would like to inform you that the refund is successfully completed.

Kind regards,

Wyns Casino Team

Dear ZOINGERZ,

According to the casino's message, your refund has been processed.

Please confirm if this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ZOINGERZ,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor