Wyns Casino - La cuenta del jugador sigue activa a pesar de la solicitud de cierre.

Good day,

I already requested the closure of my account in October.

Unfortunately, I got caught up in the habit of continuing to play.

Then in January I deposited a large amount again and requested self-exclusion, but nothing happened. After the last email, because my account wasn't blocked, I deposited over €5000 more.

Guten Tag,

Ich habe bereits im Oktober die Schließung meines Kontos beantragt.

leider habe ich mich drauf eingelassen weiter zu spielen.

Dann im Januar wieder viel eingezahlt und wollte den Selbstausschluss, nichts passiert. Nach der letzten Mail habe ich aufgrund der nicht Sperrung weiter über 5000€ eingezahlt.

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Dear BasRuttenxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service leam via e-mail at support@wyns.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

•  Can you log in to your account now?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
• Did you receive any confirmation emails after your deposits regarding your status or self-exclusion?

Thank you for your reply.

Best regards,

Petra

Yes, I keep getting new emails saying they can't find my account, but it's the same email address as the one in the account. I can still log in and keep getting bombarded with offers and bonuses.

Ja ich bekomme ständig neue Mails, dass die mein Konto nicht finden, es ist aber die gleiche email Adresse wie im Konto. Ich kann mich noch einloggen und werde immer weiter mit Angeboten und bonusen gecatched.

Thank you for your reply and for providing the previous details, Bas Rutten.

• Could you please forward the account-closure requests you sent to the casino that clearly state your gambling addiction?
• Additionally, could you confirm whether the request was sent to the correct email address: support@wyns.com?
• Have you received any response from the casino clearly stating that your self-exclusion request was accepted?

Finally, could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly to the thread.

Thank you again for your cooperation..

Dear BasRutten,

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,
Petra
Casino.Guru