Wyns Casino - Player’s account has been closed.

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4 months ago

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Ladies and Gentlemen

On September 30th, I received a €20 bonus after making a deposit and fulfilling the wagering requirements. When I then had €100 in real money, I continued playing and won €1,100. After I tried to withdraw, nothing happened for a few days. Then I was asked to verify my identity. I uploaded all the documents. Some were approved, some were rejected. I then uploaded them again.

This afternoon, October 8, I was no longer able to log in. The only message that appeared was "Your account is under review." When I inquired, I received an email stating that my account had been closed.

The whole thing is a disgrace. I was assured several times that everything was fine. I complied with the wagering requirements and uploaded all the requested documents for verification. Now, without any explanation of the alleged problem, I've been blocked and am not supposed to receive any withdrawals.

I hope someone can help me here. After all, deposits are accepted without any problems. But if I win something, there's a delay and then the account is completely blocked.

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Kristina

Complaint Resolution Center Team Lead

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4 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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
Do I understand correctly that you haven't received any confirmation regarding successful verification?
When did you create your casino account, and when was it closed?

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

Best regards,

Kristina

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4 months ago

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Good day,

I only played slots.
I uploaded all the documents, but I didn't receive confirmation that the verification was successful. At the end, the verification area was still there, but it wasn't specified which documents I should upload. I'm uploading a photo of what the verification area looked like at the end.
I opened the account on September 7, 2025. It was closed on October 8, 2025.

Thank you very much for your effort. I hope you manage to solve the problem.

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4 months ago

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 months ago

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I've noticed that in recent days, several other players have reported similar issues with withdrawals at casinos operated by the same operator. This gives the impression that this isn't an isolated incident, but rather a recurring issue.

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Kristina

Complaint Resolution Center Team Lead

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4 months ago

Thank you very much for your reply. Do I understand correctly that this was the only explanation you received from the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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4 months ago

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Unfortunately, there were no further explanations from the casino. I sent the casino various documents proving that all deposits were made with my own credit card. Unfortunately, the casino ignored them. My account is still blocked and "under review."

I hope you can help me.

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4 months ago

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short update on my case:

After your feedback, I contacted the operator again by email and specifically requested a statement. Unfortunately, I haven't received any response to date – neither to my inquiry nor to the proof of deposits I sent.

To me it seems as if the operator is deliberately not responding, even though all the necessary information is available.

I remain willing to provide any documents or evidence you may require.

Thank you for your support.

Best regards

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Kristina

Complaint Resolution Center Team Lead

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4 months ago

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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4 months ago

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Hello Stefan,

Thank you for taking on my case. Please let me know if you need any additional documents or more detailed information—I'll be happy to provide it.

I hope we can resolve this successfully together.

Best regards

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4 months ago

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I found another case on Casino Guru that exactly matches mine. The player also had a large win, and shortly afterward, his account was closed. It's a casino belonging to the same group. Here's the link to the case: I found another case on Casino Guru that exactly matches mine. The player also had a large win, and shortly afterward, his account was closed on the grounds that he had used someone else's card. It's the same casino company. Here's the link to the case: https://casinoguru-de.com/beschwerden/vegasino-casino-das-konto-des-spielers-wird-ohne-ersichtlichen

Since the situation is almost identical to my case, it appears to be a recurring pattern. I request that this be taken into account when evaluating my case.

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Casino Analyst & Complaint Specialist

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4 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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Casino Analyst & Complaint Specialist

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4 months ago

Dear WWEFAN183,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wyns Casino to join this conversation and assist in addressing the complaint.

Dear Wyns Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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4 months ago

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Hello Stefan,

I have now received an official response from Wyns Casino.

In it, they inform me that my account has been closed as an administrative decision and my remaining balance of €1,100 has been canceled—allegedly in accordance with their terms and conditions.

The reason they give is that I "collaborated with other players or third parties."

That's completely wrong. I played exclusively alone and didn't share information or collaborate with anyone.

This justification seems arbitrary and appears to be intended solely to avoid having to pay out my legitimate winnings.

I ask that this information be taken into account in the further course of the complaint.

I am happy to provide any additional evidence or details if needed.

Best regards

Farrukh

Dear Farrukh Choudhry,

Thank you for contacting our Customer Support team. We hope you find this email well.

We sincerely apologize for the inconvenience and appreciate your understanding.

Following an internal review, we inform you that your account has been closed as an administrative decision, in accordance with the casino's terms and conditions.

This decision is currently final, and the account cannot be reopened until further notice.

Additionally, we must inform you that your pending balance has been nullified in accordance with our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be

considered a material breach of these General Terms and Conditions:

Colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information,

cooperating or coordinating with others.

We understand this may be frustrating, and we apologize for any inconvenience this may have caused.

Thank you for the time you spent with us and for placing your trust in our platform. If you have any additional questions, feel free to reach out.

Hallo Stefan,

ich habe nun eine offizielle Antwort vom Wyns Casino erhalten.

Darin teilen sie mir mit, dass mein Konto als administrative Entscheidung geschlossen wurde und mein Restguthaben von 1.100 € annulliert wurde – angeblich gemäß ihren AGB.

Als Begründung geben sie an, ich hätte „mit anderen Spielern oder Dritten kollaboriert".

Das ist vollkommen falsch. Ich habe ausschließlich alleine gespielt und mit niemandem Informationen geteilt oder zusammengearbeitet.

Diese Begründung wirkt willkürlich und scheint lediglich dazu zu dienen, meine rechtmäßigen Gewinne nicht auszahlen zu müssen.

Ich bitte darum, diese Information im weiteren Verlauf der Beschwerde zu berücksichtigen.

Ich kann bei Bedarf gern alle zusätzlichen Nachweise oder Details bereitstellen.

Viele Grüße

Farrukh

Dear Farrukh Choudhry,

Thank you for contacting our Customer Support team. We hope this email finds you well.

We sincerely apologize for the inconvenience and appreciate your understanding.

Following an internal review, we inform you that your account has been closed as an administrative decision, in accordance with the casino’s terms and conditions.

This decision is currently final, and the account cannot be reopened until further notice.

Additionally, we must inform you that your pending balance has been nullified in accordance with our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be

considered a material breach of these General Terms and Conditions:

Colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information,

cooperating or coordinating with others.

We understand this may be frustrating, and we apologize for any inconvenience this may have caused.

Thank you for the time you spent with us and for placing your trust in our platform. If you have any additional questions, feel free to reach out.

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Casino Analyst & Complaint Specialist

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4 months ago

Hello WWEFAN183,

Thank you for your response and for providing the requested information. We will now await the casino’s official statement, as additional details are required to continue our investigation.

Your patience and cooperation are greatly appreciated.

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Casino Analyst & Complaint Specialist

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4 months ago

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.

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4 months ago

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The casino just replied to one of my older messages from October 10, 2025, merely reiterating that my account was closed due to an "administrative decision." However, all my more recent emails, in which I stated my account balance and requested clarification, remain unanswered. The casino is therefore only responding to old inquiries with standard replies, without addressing the actual issue. No explanation has been given for the account closure, nor has any evidence been provided for the alleged violations of the terms and conditions.

I expect the casino to finally honor my rightful withdrawal of €1,100. After several unanswered messages and contradictory statements, it's high time to resolve this matter transparently and fairly.

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4 months ago

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The casino has since responded again – this time with a reason that differs significantly from their previous explanations. While they initially told me my account had been closed "for administrative reasons," they are now suddenly claiming I played with "third-party funds." These accusations are completely unfounded. I played exclusively with my own money and can prove this at any time.

It is also noticeable that the casino's justifications were changed several times and my specific questions were never addressed. I consider this procedure to be opaque and unfair.

Since the casino has neither provided evidence for its accusations nor paid out the outstanding amount of €1,100 despite repeated requests, I ask you to clearly consider this discrepancy in your review.

Should there be no further response or solution, I reserve the right to file an official complaint with the licensor.

Thank you for your time and support.

We hope you are well.

Please note that your Wyns account has been permanently closed due to the use of third-party funds for deposit, which constitutes a breach of our Terms and Conditions

We would like to kindly direct your attention to the following excerpts from the latter:

9.1 The Website may only be used for personal entertainment purposes only. The following

activities are strictly prohibited and will be considered a material breach of these General

Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit

cards or other payment methods or funds not belonging to you, cases were funds are

recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing

in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal

or improper activity, or have otherwise breached the Terms, we reserve the right to take any

number of the following action, at our sole and absolute discretion, with or without notice:

permanently close your account with the Website and all other partner websites on ours

platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real

money balance of your account;

Therefore, according to the aforementioned articles, we see no basis for a refund.

We wish you all the best in your future endeavors!

Kind regards,

Wyn's Team

Das Casino hat mir mittlerweile erneut geantwortet – diesmal mit einer Begründung, die sich von früheren Erklärungen deutlich unterscheidet. Während man mir zuvor mitteilte, mein Konto sei „aus administrativen Gründen" geschlossen worden, wird nun plötzlich behauptet, ich hätte mit „third-party funds" gespielt. Diese Vorwürfe sind völlig haltlos. Ich habe ausschließlich mit meinem eigenen Geld gespielt und kann das jederzeit belegen.

Es fällt zudem auf, dass die Begründungen des Casinos mehrfach geändert wurden und auf meine konkreten Nachfragen nie eingegangen wurde. Ich halte dieses Vorgehen für intransparent und unfair.

Da das Casino trotz mehrfacher Aufforderung weder Beweise für seine Anschuldigungen vorgelegt noch den offenen Betrag von 1.100 € ausgezahlt hat, bitte ich Sie, diesen Widerspruch in Ihrer Bewertung deutlich zu berücksichtigen.

Sollte weiterhin keine Reaktion oder Lösung erfolgen, behalte ich mir vor, eine offizielle Beschwerde beim Lizenzgeber einzureichen.

Vielen Dank für Ihre Zeit und Ihre Unterstützung.

We hope you are well.

Please note that your Wyns account has been permanently closed due to the use of third-party funds for deposit, which constitutes a breach of our Terms and Conditions

We would like to kindly direct your attention to the following excerpts from the latter:

9.1 The Website may only be used for personal entertainment purposes only. The following

activities are strictly prohibited and will be considered a material breach of these General

Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit

cards or other payment methods or funds not belonging to you, cases were funds are

recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing

in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal

or improper activity, or have otherwise breached the Terms, we reserve the right to take any

number of the following action, at our sole and absolute discretion, with or without notice:

permanently close your account with the Website and all other partner websites on our

platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real

money balance of your account;

Therefore, pursuant to the aforementioned articles, we see no basis for a refund.

We wish you all the best in your future endeavours!

Kind regards,

Wyns Team

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3 months ago

Hello Stefan,

I’ve just noticed that several other casino platforms from the same group have suddenly set my accounts to "under review" status. This happened right after the deadline for Wyns Casino’s response expired.

I find this timing quite unusual. It gives the impression that the group might be internally reviewing the situation, but there has been no direct communication with me so far.

I remain open to resolving this matter amicably and directly with the casino. However, the continued lack of transparency and communication is very concerning.

I kindly ask Casino Guru to take note of this development and include it in the ongoing review of my case.

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Casino Analyst & Complaint Specialist

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3 months ago

Hello WWEFAN183,

Thank you for your response. I have contacted the casino representative outside of the complaint thread and will extend the timer by an additional seven days in the hope that they will respond soon. Your patience is greatly appreciated.

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Casino representative

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3 months ago

Dear Stefan,

Regarding your latest thread, we would like to inform you that we didn't receive any email.

We kindly request to provide us your request so as to provide an accurate solution.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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3 months ago

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Casino Analyst & Complaint Specialist

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3 months ago

Dear Wyns Casino,

Thank you for your response. Could you please clarify the reason for the player’s account being blocked? Additionally, we would appreciate an explanation as to why the player’s winnings have not been paid out, and whether the account remains under investigation.

I look forward to your reply.

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Casino representative

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3 months ago

Dear Stefan,

We kindly request to check the information provided via email.

If you have any additional questions please contact us.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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Casino Analyst & Complaint Specialist

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3 months ago

Dear Wyns Casino,

I have responded to your email and will be awaiting your reply.

I look forward to your response.

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Casino representative

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3 months ago

Dear Stefan,

We would like to confirm that we've provided a reply to the email.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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Casino Analyst & Complaint Specialist

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3 months ago

Dear Wyns Casino,

I have replied to your email. Kindly let me know once you have responded.

I look forward to your reply.

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Casino representative

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2 months ago

Dear Stefan,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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2 months ago

Dear Wyns Casino,

Thank you for your response.

As I have not received any email myself and I am not aware of the information you are referring to, I kindly ask that the relevant details are either forwarded to me directly or shared here in the thread.

I need this information to understand the current status of the case.

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Casino Analyst & Complaint Specialist

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2 months ago

Dear Wyns Casino,

Thank you for your response and for the information provided.

Dear WWEFAN183,

Could you please provide us with a bank statement covering the entire month of September 2025? You may send the document directly to my email address at stefan.m@casino.guru.

Thank you for your cooperation. We look forward to your response.

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2 months ago

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Dear Stefan,

The requested bank statement for the entire month of September 2025 has just been sent to your email address.

Please let me know if you require any further information.

Thank you.

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Casino Analyst & Complaint Specialist

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2 months ago

Dear WWEFAN183,

Upon reviewing your bank statement, we have noticed that some transactions appear to be missing. Could you please confirm whether you funded the casino using any payment methods other than the Revolut option?

I look forward to your response.

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2 months ago

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Dear Stefan,

I checked the deposits and compared them to the bank statement. My bank does indeed sometimes process transactions with a one-day delay. All three deposits were made via Revolut. However, the amounts differ because fees were added. Attached is a list of the deposits and the times they were debited from my account. The deposit from September 30th is missing because it appeared on the bank statement from October 1st. I will send you the individual receipts for each payment via email.

Deposit 1 - 07.09.25 13:18 24€

Booked: 08.09.25 €24.11

Deposit 2 - 29.09.25 19:07 30€

Booked: 30.09.25 €31.80

Deposit 3 - 30.09.25 16:53 30€

Booked: 01.10.25 €31.78

Thank you.

I sent you the individual documents by email.

If you have any further questions, please feel free to contact me.

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Casino Analyst & Complaint Specialist

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2 months ago

Dear WWEFAN183,

Thank you for your response and for the clarification provided.

Dear Wyns Casino,

I have replied to your email with the updated information.

I look forward to your response.

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Casino representative

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2 months ago

Dear Stefan,

We would like to confirm that we provided you a response to the email.

If you have any additional questions, please contact us.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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Casino Analyst & Complaint Specialist

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2 months ago

Dear Wyns Casino,

I have replied to your email with the additional information.

I look forward to your response.

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Casino representative

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2 months ago

Dear Stefan,

We would like to kindly confirm that we replied to your email.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Wyns Casino,

I have replied to your email with the additional information.

I look forward to your response.

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Casino representative

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1 month ago

Dear Stefan,

We would like to kindly confirm that we will get back to you via email.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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1 month ago

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Dear Wyns Casino Team,

I have been waiting for several months now for a substantive clarification of my case.

So far, the public responses have unfortunately been limited to indications that communication took place via email, without making the underlying arguments or a concrete decision transparent.

I would therefore like to ask you to publicly state your position and the reasons for the non-payment so far in the thread, or alternatively, to submit a concrete proposal for a solution.

After the long duration of the proceedings, I consider a clear and comprehensible statement appropriate.

Thank you.

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Wyns Casino,

I have responded to your email and will be awaiting your reply. Please provide us with the relevant information so that we can inform the player in the complaint thread about the current situation.

Dear WWEFAN183,

I understand that this situation must be frustrating for you. Please be assured that I am doing my best to resolve the issue on your behalf as quickly as possible. We will inform you of all relevant details once our email communication with the casino has been concluded. Your patience is much appreciated.

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Casino representative

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1 month ago

Dear Stefan,

We would like to inform you that we provided a reply to the email.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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1 month ago

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Dear Stefan,

Since the deadline has now expired, I wanted to politely inquire about the current status.

I would be interested to know if the casino has already provided any substantive feedback and whether, in your view, a solution to the case is foreseeable.

The case has been ongoing for some time now, so I would be grateful for a brief overview of how it will proceed.

Dear Wyns Casino Team,

Given the lengthy duration of this case, I hope for a timely and fair solution, as well as a transparent presentation of your position in the thread, so that the process can be concluded in a way that is understandable for all involved.

Thank you for your time and support.

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Casino Analyst & Complaint Specialist

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1 month ago

Dear WWEFAN183,

I would like to inform you that we are approaching a final resolution of your case. However, at this moment, I am not yet able to provide details, as the next steps have not been fully decided.

Once a final decision is made and the case is resolved, I will inform you promptly about the outcome.

Thank you for your patience and understanding.

Dear Wyns Casino Team,

I have responded to your email and will be awaiting your reply.

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Casino representative

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1 month ago

Dear Stefan,

We kindly confirm that we provided you a reply via email.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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4 weeks ago

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Hi Stefan,

I wanted to briefly and politely inquire about the current status. I understand that such cases take time, and I expressly do not wish to exert any pressure. Since the deadline has now passed, I simply wanted to ask if there is any news or if a solution is in sight.

Thank you in advance for your support and effort.

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Casino Analyst & Complaint Specialist

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3 weeks ago

Dear WWEFAN183,

I would like to inform you that we are still discussing the matter with the casino outside of the complaint thread. I will update you as soon as we reach any resolution.

Dear Wyns Casino Team,

I have responded to your email and will be awaiting your reply.

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Casino Analyst & Complaint Specialist

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2 weeks ago

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.

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Casino representative

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1 week ago

Dear Stefan,

We would like to kindly inform you that we provided you the final decision via email.

If you have any additional questions, don't hesitage to contact us.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

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