Wyns Casino - El jugador tiene dificultades para retirar fondos y cerrar la cuenta.

Hi i have recently realised I have a gambling addiction and wanting to close all my casino casino for a while, I currently have an account with 14000 at wyns.com and have to withdrawal it all before I can close my account, my daily limit is 500 euro there withdrawal process take a week, the do not offer any safe gambling tools so I have come for advise on how I can get my funds out safely and as soon as possible so I can close my account for a while

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Dear martinshinea,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you specified the reason for closing your account when you sent your request to the casino? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Yes they have said they can close my account for me but have informed me I will lose all my funds this is 140000 euros unless i withdrawal it first, as I mentioned there's payment process would take me around 6 months to withdrawal all my money out my first withdrawal is already 8 days pending so I believe it will take even longer

I have emailed you communication between me and the casino thanks

From my research they are with Tobique gaming authority??

Sorry im just very confused on how you have them scored as a 9 and have seen a lot of people think the same?? I havent found any good reviews every person is complaining about withdrawals not only delaying but cancelled for reasons untold

They are refusing to give me there gaming and licence authority i already contacted support yesterday they are replying g with the same copy pasted email that my withdrawal is being processed and avoiding my question on the licence and authority

So I have just filed a formal complaint with them as yous have them with such a hight safety index and trust pilot have deleted fake profile and reviews 9n your site so I have lost trust with your site as I know many have thanks

Thank you for your emails and for your patience.

• From the screenshots you sent me, I can see that you disclosed your gambling addiction on 29 June and asked the casino for advice on how to proceed, as there was still a remaining balance in your account. Has the casino frozen your account or disabled any gaming functions since becoming aware of your gambling problem?
• Have you emphasized the gambling-related harm you are experiencing in any of your subsequent conversations with the casino, either by email or via live chat? If so, please forward those conversations to me as well.
• What is the current real-money balance in your casino account?

Regarding the licensing authority, you can find the license validator in the footer of the casino's website, as you already noticed. By clicking on the validator, you can submit a complaint directly to the regulator.

Dear martinshinea,

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.

Since i filed a complaint with TGC and my withdrawls started coming through they werent on time according to there T&Cs but i can say one has come on time without trouble since i filed the complaint i have recieved one on time without any trouble if u want to keep this open i can update you on the next one that should be through by friday i waited the 24 hours so it was within my daily limit and friday will be 4 working day from my last withdrawls was processed

Thanks

Thank you for the update. Please let me know once you have received your withdrawal. Also, in order to continue with the investigation of your case, kindly respond to the questions I asked you in my previous reply:

• From the screenshots you sent me, I can see that you disclosed your gambling addiction on 29 June and asked the casino for advice on how to proceed, as there was still a remaining balance in your account. Has the casino frozen your account or disabled any gaming functions since becoming aware of your gambling problem?
• Have you emphasized the gambling-related harm you are experiencing in any of your subsequent conversations with the casino, either by email or via live chat? If so, please forward those conversations to me as well.
• What is the current real-money balance in your casino account?

Dear martinshinea,

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,
Veronika
Casino.Guru