Wyns Casino - Pelaajan omaehtoisen pelikiellon pyyntö on viivästynyt.

Hello,

I hate to have to do this again but I need some help and attempting to self exclude on my own is not working.

I have requested self exclusion from Wyns Casino starting on Dec 1, 2025. They have consistently delayed my actioning my request, clearly because I have made deposits. I emailed Dec 1, 2, 3, 6th, 12th and again today. I filed a complaint with them. Im not sure what else to do as im getting nowhere.

Are you able to help?

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response from the casino after you requested an 8‑week cooling‑off period on December 2? Did the casino respond directly to this request, or did you have to send additional emails to emphasize that you wished to self‑exclude?
• Could you please forward me the original email thread related to your self‑exclusion requests, not only screenshots? In order to properly assess the situation, I need to see the full timeline of your communication with the casino. My email address is veronika.f@casino.guru.
• When was the last time the casino responded to your self‑exclusion requests?
• Have you passed the full KYC verification at this casino?

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

Best regards

Veronika

Hello,

Wyns Casino finally closed my account on Dec 15th, after I advised I was filing a complaint with Casino Guru.

Is this reasonable? 15 days after I made my request and having to follow up 4 times requesting the self exclusion? I only want to file a complaint if it is worthwhile.

I look forward to your response - it you feel this is a reasonable complaint I can forward all of my emails.

Thank you!

Hello DBC1234,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear DBC1234

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, Matej (matej.l@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,

Veronika

Thank you. I look forward to hearing from your team.

Hello DBC1234, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Wyns Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would mainly like to focus on the reasoning behind offering to stop marketing communication instead of instant account closure and why the balance is voided if the player proceeds with self-exclusion due to gambling addiction. I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear DBC1234,

We want to assure you that we've taken note of your concern regarding your delayed account closure.

Our team is carefully checking this matter and we'll return to you shortly with a clear update.

Thank you for your patience and understanding.

Kind Regards,

Wyns Casino Team

Dear DBC1234,

We would like to confirm you that we are looking into your report.

We would kindly request that you remain patient as we endeavor to complete the verification of it as soon as possible.

Thank you for your cooperation and patience.

Kind Regards,

Wyns Casino Team

Unfortunately, it appears the casino is continuing to delay a response.

Dear Wyns Casino, as I am unable to keep prolonging the timer indefinitely, I would like to ask for a response regarding this case, so we can move forward. Thank you very much for your understanding.

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.

Thank you Casino Guru, I truly hope that if this complaint is not actioned that other patrons looking to gamble at Wyns think otherwise.

This is not a complicated complaint but the casino appears to be disregarding it and not seeking resolution.

I hope they do the right thing here.

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

Dear DBC1234,

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,

Matej