Wyns Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

I repeatedly asked the casino to block me and explained the reason, but I was still able to log in and lost over €1000. I even received confirmation that the message was forwarded internally. I also sent an email and contacted them via live chat.

Ich habe mehrmals das Casino aufgefordert mich zu sperren und den Grund genannt aber jedoch konnte ich mich weiter einloggen und habe über 1000€ verloren. Es wurde mir sogar bestätigt, dass die Nachricht intern weitergeleitet wurde. Email wurde auch geschrieben und Live Chat

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Dear dave22622,

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).

Could you please specify the reason for closing your account? 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

Dear dave22622,

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.

Hello, I've already sent you an email! Best regards

hallo, ich hab bereits eine Email an Sie geschrieben! LG

Hallo there!

I've told them several times that I want to block myself permanently because I play too much and don't want to play anymore and they don't send me the live chats but I have the e-mail I wrote them for that.

Thank you for your email. When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Wyns Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Wyns Casino, add my email address veronika.f@casino.guru to the CC, and keep me informed about any further developments. Thank you in advance. 

I understand your point. But I've already mentioned it several times in the live chat, and I was also told that a message was forwarded internally.

Ich verstehe Sie da. Aber ich habe mehrmals im Live Chat bescheid gesagt und mir wurde auch gesagt dass intern eine Nachricht weitergeleitet wurde.

Hello! I just received all the live chat messages from Wyns, so the transcript. Where can I submit it?

Hallo! Ich habe soeben die ganzen Live Chat nachrichten von Wyns erhalten also das Protokoll. Wo kann ich es einreichen?

Thank you for your email and for providing the live chat transcripts.

Based on the information available, during your chat sessions, you stated that the reason for closing your account was that you did not want to play anymore. This, unfortunately, cannot be considered a valid self-exclusion request due to gambling addiction.

Additionally, in the email you sent to the casino using the template I provided, the self-exclusion period was not specified.

Could you please let me know whether the casino has responded to the email you sent on January 26? Has your account been closed in the meantime? If so, please specify the exact date when the account was closed.

Thank you for your cooperation, and I look forward to your reply.

Dear dave22622,

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