WishWin Casino - Jugador solicita autoexclusión urgente del casino.

Dear Casino Guru Team,

I am contacting you to request your urgent assistance and mediation regarding a problem with the Wishwin casino.

I have repeatedly attempted to contact your customer service—both via chat and email—to request my permanent self-exclusion, but have not received a response so far.

I wish to state that I am a gambling addict, and this request for self-exclusion is a necessary measure to protect my health. The casino's lack of response violates the responsible gaming policies that platforms are required to adhere to.

I would be extremely grateful if you could intervene or mediate with Wishwin to make my immediate and complete self-exclusion effective.

I attach my contact information for any necessary verification:

Name: Humberto B.

Email: [email hidden by Casino Guru]

I appreciate your understanding and support in this situation.

Estimados del equipo de Casino Guru,

Me comunico con ustedes para solicitar su ayuda y mediación urgente respecto a un problema con el casino Wishwin.

He intentado en reiteradas ocasiones contactarme con su servicio de atención al cliente —tanto por chat como por correo electrónico— para solicitar mi autoexclusión permanente, sin recibir ninguna respuesta hasta el momento.

Deseo dejar constancia de que soy ludópata, y esta solicitud de autoexclusión es una medida de protección necesaria para mi salud. La falta de respuesta del casino vulnera las políticas de juego responsable que las plataformas están obligadas a respetar.

Les agradecería enormemente si pudieran intervenir o mediar ante Wishwin para que se haga efectiva mi autoexclusión inmediata y total.

Adjunto mis datos de contacto para cualquier verificación necesaria:

Nombre: Humberto B.

Correo: [email hidden by Casino Guru]

Agradezco de antemano su comprensión y apoyo en esta situación.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please 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.

• When did you send the first self-exclusion request to the casino, where you mentioned that you're suffering from gambling addiction?
• Have you used the correct email address of the casino customer support to send your request?
• When was the last time the casino communicated with you regarding your request to self-exclude?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Good morning,

The first request was sent following the instructions in the online chat on October 15th, then on October 16th without any response to the email. [email protected] . then consulting online support again they tell me to send the request to [email protected] This was done twice without a response. In the online chat, they told me there was no way to apply this except by email, and I had to wait. This communication was today.

When trying to verify the account it says that the account does not currently require verification and KYC is not enabled.

Thank you

Buenos dias,

La primera solicitud se envio siguendo las instrucciomes del chat en linea el dia 15 de octubre, luego el 16 de octubre sin ningunacrespuesta al correo [email protected]. luego consultando nuevamente a soporte en linea me indican que envie la solicitus a [email protected] lo cual.se realizo en 2 ocasiones sin respuesta. En chat en linea me indixan que no hay forma de applicar esto si mo es por correo electronico y debo esperar. Esta comunicscion fue el dia de hoy.

Al tratar de verificar la cuenta esta i dica que la cuenta no requiere verificacion en estos momentos y no esta habilitado el kyc.

Gracias

Dear All,

I'm contacting you to report the situation I'm experiencing with an online casino. Despite having repeatedly requested self-exclusion via email and online chat, my request has not been processed or received a response.

The worst part is that instead of respecting my request and conditions, they sent me an 80,000 no-deposit bonus promotion with 1x rollover, which I consider immoral and a trap for a person who suffers from gambling addiction and is trying to maintain control.

I request that you please investigate this case and I attach a screenshot of the promotion sent.

Estimados,

Me comunico con ustedes para denunciar la situación que estoy viviendo con un casino en línea. A pesar de haber solicitado reiteradamente mi autoexclusión por correo electrónico y por chat en línea, no han procesado mi solicitud ni me han dado respuesta.

Lo más grave es que, en lugar de respetar mi solicitud y condición, me han enviado una promoción de bono de 80.000 sin depósito y con rollover 1x, lo que considero inmoral y una trampa para una persona que sufre ludopatía y está intentando mantener el control.

Solicito por favor que investiguen este caso y adjunto pantallazo de promocion enviada

Thank you very much, hbarzej, for providing all the necessary information. I will now transfer your complaint to my colleague Igor ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Dear hbarzej,

I am so sorry to hear about your problem with the WishWin Casino. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear WishWin Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

What's more, my VIP assistant last week (Friday) asked how long I wanted the self-exclusion, with my permanent response which did not materialize and due to my condition, I continued together and persisted close to 3000USD although I have been requesting this self-exclusion for more than 10 days.

Es mas, mi asistente VIP la semana pasada (dia viernes) preguntando cuanto tiempo qieria la autoexclusion, con mi respueste permanente la cual no se concreto y debiso a mi condicion segui jundo y persi cerca de 3000USD auque llevo mas de 10 dias solicirando esta autoexclusion

Good morning,

Finally, WishWin closed my account and self-excluded me after approximately 15 days and around 30 emails requesting this action. I believe they acted in bad faith, as during this period each self-exclusion request was followed by promotions with low rollover bonuses (x1, x5) of $200, $150, $75, and even $10, while I was allowed to continue playing. As a result, I suffered estimated losses of $5,000 from the time I requested self-exclusion until it was finally implemented.

I consider this practice predatory, given that I made my gambling problem clear in my emails.

I request that you consider lowering the casino's ranking or, at least, issue a warning to users about this behavior.

I will not access this site again, as I am using the Gamban service, which blocks all gambling sites, including yours.

If you need more details, emails or evidence regarding my testimony and the casino's conduct, you can request them via email.

I consider the case closed.

Buenos días,

Finalmente, WishWin cerró mi cuenta y me autoexcluyó, después de aproximadamente 15 días y alrededor de 30 correos solicitando esta acción. Considero que actuaron de mala fe, ya que durante este período cada solicitud de autoexclusión era seguida de promociones con bonos de bajo rollover (x1, x5) por montos de 200 USD, 150 USD, 75 USD, e incluso 10 USD, mientras se me permitía seguir jugando. Como resultado, sufrí pérdidas estimadas en 5.000 USD desde que solicité la autoexclusión hasta que finalmente se implementó.

Considero esta práctica predatoria, dado que en mis correos dejé claro mi problema de ludopatía.

Solicito que se considere bajar el ranking del casino o, al menos, emitir una advertencia para los usuarios sobre esta conducta.

No volveré a acceder a este sitio, ya que estoy utilizando el servicio Gamban, que bloquea todos los sitios de juego, incluido el suyo.

Si necesitan más detalles, correos o pruebas sobre mi testimonio y la conducta del casino, pueden solicitarlos a mi correo.

Doy por cerrado el caso.

Dear all,

I'm glad to hear that the issue has been successfully resolved.

In his last reply, the player informed us that he unfortunately lost around $5,000. I would have preferred to keep the complaint open until complete satisfaction, however, the player has blocked us along with other gambling sites and considers this case closed.

I will proceed to mark the complaint as "resolved" in our system.

Dear hbarzej,

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best regards,

Igor