Wiz Slots Casino - La autoexclusión del jugador ha sido ignorada.

Complaint Summary

I am submitting this complaint because I believe the casino failed to honour my permanent self-exclusion.

In 2024, I requested that my account be permanently self-excluded. The casino confirmed that the self-exclusion had been activated and advised that my name and payment methods would be flagged. I have screenshots of this confirmation and can also provide the forwarded email if required.

Despite this, in October 2025, I was able to access the casino again, deposit funds, and continue gambling. In my view, this should not have been possible if the self-exclusion had been properly enforced.

The casino’s previous correspondence indicated that any future activity identified under my name or payment methods would be detected and addressed. However, this did not occur. My deposits were accepted, and I was allowed to continue gambling despite the self-exclusion that had already been put in place.

I have supporting evidence, including:

The original self-exclusion confirmation from 2024.

Screenshots confirming the self-exclusion was activated.

The email correspondence, which I can forward if required.

Evidence showing that I was able to gamble again in October 2025 despite the active self-exclusion.

they even go as far as saying they were sent back last October which clearly isn’t the case.

I respectfully request that Casino Guru review whether the operator fulfilled its responsible gambling obligations and properly enforced my self-exclusion. If additional documentation is required, I will be happy to provide it.

Thank you for your time and consideration.

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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.

• Could you please forward me the original self-exclusion request that you sent to the casino in 2024? Kindly include the response you received from the casino, along with all the subsequent communication regarding the closure of your account. Make sure to forward me the original, uncropped emails, not just screenshots. My email address is veronika.f@casino.guru.
• Was your original account reopened in 2025, or did you create a new account?
• How many accounts did you create at this casino?
• Have you passed the full KYC verification in any of your accounts?

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

Dear Veronika,

Thank you for your email.

To answer your questions:

The attached emails forwarded to you are the original emails relating to my self-exclusion. Nothing changed after that. My previous self-exclusion was linked to both of the same email addresses that were later accepted when I created additional accounts.

My original account was not reopened. Instead, I was able to create a new account without any difficulty despite my previous self-exclusion.

I created multiple accounts at WizSlots.

I did complete full KYC verification on the account that is the subject of this complaint.

My main concern is that the operator accepted new registrations and deposits even though both of the email addresses had already been used in connection with my previous self-exclusion. The correspondence I have forwarded also states that payments made under my name would be automatically reversed once identified. However, my deposits were accepted and processed, and only afterwards did the operator rely on identity and third-party payment issues.

I believe this raises serious concerns about the effectiveness of the operator’s self-exclusion procedures, account controls, and the consistent application of its own policies.

Please let me know if you require any further information or documentation.

Kind regards,

Hello Leoking25,

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

The files you uploaded with your complaint are screenshots rather than the original emails. Please note that I need the original copies of your emails, meaning the full, uncropped messages with all relevant details visible.

Please also specify the email addresses you used to create your accounts at this casino. Were your profiles filled out completely and truthfully? Was any of your accounts fully verified and self-excluded?