Wyns Casino - Player's account closure request has been ignored.

Submitted an email to [email protected] (I have supporting email) on Oct 25/25 after losing control and blowing $8k on site. Received numerous offers through email and broke down and deposited $170 and $150 a few days later. No effort was made on Wyns’ behalf to close account even though this is their prescribed procedure for account closure for responsible gambling issues.

I respectfully requested a refund of $320 through support and was denied.

Mind you if I were to have won a large with these deposits no doubt the request for closure would have been used against me and just my deposits would have been refunded. The Casino wants its Cake and to eat it too.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wyns Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently blocked? When was your account blocked?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share with me your communication with the casino made in between you requesting a self-exclusion and making a deposit? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello Thomas,

-Is your player's account currently blocked? When was your account blocked?

Yes. Nov 02/25

Have you unsubscribed from the casino's marketing communication?

I have now been removed with Self Exclusion.

Could you please share with me your communication with the casino made in between you requesting a self-exclusion and making a deposit?

There is no communication in between. There was no response to my email requesting self exclusion. You don’t usually go browsing on a website or keep in contact with a casino you are trying to distance yourself from.

I will submit all correspondence with Wyns support from time of Exclusion request to present.

By the way I was perused by a VIP manager soon after I tried to exclude by phone and email.

Any updates?

Thanks for your patience and clarification of the situation.

If you made only a single request and later continued your activity without further attempts to contact the casino, we might not be in a position to assist you with a refund.

We believe that in such cases, players should take proactive steps, including following up on their initial request or utilizing other communication methods if the casino has not responded. Please let me know if there are any circumstances I might have overlooked or haven't considered; otherwise, we'll be forced to close the complaint.

You don’t believe you can help in this situation? Sending an email to Wyns when I was at my most vulnerable point is not enough? Following Wyns prescribed method for closing an account when you are dealing with compulsive gambling problems is not enough? Wyns only closed the account after I asked for a refund 8 days after my initial request to close the account. Thomas can you clarify Casino Gurus approach to responsible gambling? Is it that the player is solely responsible gambling issues unless they contact the operator 3,4,5,10 times?

Thanks for your reply.

I completely understand your dissatisfaction.

Sadly, our point of view is that we are unable to ask for a refund on your behalf if you only asked for self-exclusion once, even if the reason given was that you struggled with gambling issues. If you don't receive feedback on a self-exclusion request, our recommendation is to pursue the issue further, like you did eventually on November 2nd via live chat.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.