The player from Austria had requested the closure of their account due to gambling addiction but found that the request had not been implemented, allowing them to gamble away over €1,000. Multiple follow-up emails had gone unanswered. The Complaints Team had been unable to proceed with further investigation or provide potential solutions due to the lack of response from the player to their inquiries. Consequently, the complaint had been closed for the moment, but the player retained the option to reopen it in the future.
Wyns Casino - Player's account closure request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Wyns Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Hello,
A few days ago, I submitted a request to close my account via chat. I was then told in the chat to send an email, which I did. I explicitly mentioned in the chat that I am a gambling addict.
I then wrote an email requesting that the account be permanently closed – but this wasn't implemented immediately, and so I was able to gamble away over €1,000. As of today, the account still hasn't been closed!
This casino is rated as very safe by Casino Guru. Now I'm wondering how that's possible when there aren't even proper player protection settings.
I have since written two more emails again asking for the account to be closed – but nothing has happened yet.
This is an absolute outrage, and this casino clearly places no value whatsoever on player protection.
Greetings
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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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please forward me the original account closure requests you sent to the casino via email at [email protected], along with the casino's responses.
Thank you in advance for your cooperation.
Best regards,
Veronika
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2 months ago
Translation
On November 14th, I requested in the chat that my account be permanently closed due to my gambling addiction. The employee told me to send an email to the casino, which I did immediately.
Since I hadn't received a proper answer by November 17th, I inquired again. On November 20th, the VIP manager wrote to me saying I could have my account closed "for a few weeks or a few months"—even though I had requested permanent closure from the very beginning and had clearly stated this on several occasions.
Despite this, my account has not been closed to this day. In the meantime, I was able to log in again and gamble away more money, even though I had requested immediate and permanent closure due to my gambling addiction.
Today, November 21st, I inquired again in the chat. I was told that supposedly only the VIP manager could close the account. I feel completely misled and not taken seriously at all. It's incomprehensible to me how a casino with such behavior can have such a high ranking on CasinoGuru.
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2 months ago
Thank you for your screenshots. In the messages you shared with me, the reason for requesting account closure is not mentioned. Do you have any communication where you explicitly mentioned gambling problems and asked for your account to be closed? If so, kindly forward it to me at [email protected], along with the casino's responses.
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2 months ago
Dear Tim199,
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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2 months 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,
Veronika
Casino.Guru
