Wyns Casino - El jugador no puede acceder a la cuenta para obtener el reembolso.

Hello dear forum,

I have a problem with Wyns Casino. I've had an account there for a while, but I made a typo during registration and accidentally entered .com instead of .de as the domain extension.

I wanted to request my weekly cashback (which I've already done several times, mentioning the incorrect email address, and it always worked), but I received a reply stating that I can only submit the request via my "correct" email address (which, logically, I don't have access to and can't register for). So now I can neither correct my email address, nor will I receive the cashback, and the live chat support isn't working at all, even when I'm logged in.

Hallo liebes Forum,

ich habe ein Problem mit dem Wyns Casino. Ich habe dort schon länger einen Account, habe aber damals bei der registration einen Tippfehler begangen und aus Versehen als Endung .com anstatt .de angegeben.

Ich wollte nun mein wöchentliches Cashback erfragen (was ich bereits mehrfach mit Hinweis auf die falsche Mail getan habe und immer geklappt hat) und bekomme als Antwort dass ich nur über meine „richtige" Mail die Anfrage senden kann (auf die ich logischerweise keinen Zugriff habe und ich auch nicht registrieren kann). Also kann ich jetzt weder meine Mail korrigieren lassen, noch bekomme ich das Cashback und der Live support über Chat Funktioniert gar nicht selbst wenn ich eingeloggt bin.

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 Driks,

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.

• Do I understand correctly that the typo happened while entering your email address during the registration process?
• Could you please advise how long have you been playing in Wyns Casino? Have you passed the KYC verification?
• Additionally, have you tried contacting the customer support in relation to this issue?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Exactly – that's right! I accidentally entered the wrong domain extension during registration (.com instead of .de). This wasn't a problem until now, and I haven't completed KYC yet because I haven't made a withdrawal of a significant amount. Yes, I've tried contacting support via both email and live chat (in this specific case, primarily because of the unpaid cashback).

Best regards and many thanks

Hallo Attila,

genau - das ist richtig! Ich habe bereits bei der Registrierung aus Versehen die falsche Endung angegeben (.com anstatt .de). Das war bis dato auch kein Problem und ich habe noch kein KYC abgeschlossen da ich noch keine Auszahlung in relevanter Höhe getätigt habe. Ja, ich habe versucht sowohl per Mail als auch per Live Chat den Support zu kontaktieren (im konkreten Fall jetzt vor allem auch wegen des nicht ausgezahlten Cashbacks).

Beste Grüße und vielen Dank

Dear Driks, thank you for your response. Have you received any answer or instructions from the customer support? If so, could you please share your correspondence? You can reach me via email at attila.g@casino.guru, or attach screenshots here.

Thank you for your patience and cooperation.

Dear Driks,

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.

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,
Attila
Casino.Guru