The player from Austria had requested an account suspension due to gambling addiction through live chat and email, but his account remained active. He continued to receive daily text messages and lost another thousand euros while waiting for the suspension to take effect. The complaint was closed as rejected because the casino had processed the self-exclusion request received on January 17th within a reasonable timeframe without confiscating any balance, and the player had not demonstrated sufficient effort to follow up on his initial request from November 27th. It was also clarified that self-exclusion at one casino did not automatically apply to partner casinos. The player was advised on available support resources for gambling addiction.
Wyns Casino - Player's account remains active despite self-exclusion request.
Insufficient evidence from player
Amount: €1,000
Wyns Casino
Safety Index:Very highCase summary
Since I'm a gambling addict, I requested an account suspension via live chat and was told to submit it via email, which I did. I'm bombarded with text messages daily, and my account still hasn't been suspended, and I've gambled away another thousand euros.
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Dear Fistaisda,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], 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.
Could you please clarify whether you've informed the casino about your gambling problem? Please forward the account closure requests you sent to the casino to my email at [email protected].
Thank you very much for your cooperation.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Dear Fistaisda,
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.
I informed the casino about my problem via the specified email address and live chat, but nothing happened.
This casino hasn't even listed a company address.
I would like my money back from the date of the blocking notice until today.
Thank you for your reply, Fistaisda. When was the last time you contacted the casino regarding this issue? Did you send any follow-up emails or try contacting the casino via alternative channels such as live chat?
I managed to get through to live chat once, but they referred me to an email address that went unanswered. Otherwise, live chat is unavailable. I don't understand how this casino can have such a good rating.
And I'll say it again: this casino doesn't even have a company headquarters, how can you rate it so highly?
I've written countless emails and received no reply.
Dear Fistaisda,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
Hello Fistaisda, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Wyns Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].
Thank you for your patience and cooperation in advance.
Yes, they can invite you if they like. I want my money back, which I gambled away after being asked to suspend my account.
After being asked to self-exclude, I gambled away approximately €4,000. I informed them about my gambling addiction via email and also via live chat, which is only available maybe once a week. After being asked to self-exclude, I was bombarded with advertising text messages from the casino.
Dear Fistaisda,
Following your email request to close your account due to gambling addiction, we have successfully deactivated it. We can also confirm that no further deposits have been processed since your request was received.
All communication programs have been deactivated since your closure request as well.
We hope this helps clarify the matter for you.
Kind regards,
Wyns Casino Team
Dear Wyns Casino, according to the screenshot posted by the player, the self-exclusion request has been sent on 27th November 2025.
Can you pelase let me know at what date the account has been closed and whether any balance has been confiscated?
I would also like to ask you to confirm that the account has been closed permanently, with no option for reopening, and has been marked as "gambling addict". Lastly, if you can confirm all the marketing communication has ceased, that would be grand. Thank you very much.
Dear Matej,
Please be advised that we have sent you an email regarding the player's self-exclusion request.
Kind regards,
Wyns Casino Team
Almost two months after my request, the account was closed. I would like the deposited money refunded starting one week after my request.
I can document every deposit with the date and time.
The account was closed on January 17th. On November 27th, they were informed about the gambling addiction and the application for closure. Since then, regular deposits have been made, all of which I can prove, so don't tell me any nonsense. If I hadn't contacted Casino Guru, they would have allowed me to continue depositing. I want my money back.
Dear Casino Guru Team, I can gladly forward you the original email. I also managed to get through to the live chat, which is almost never reachable, and informed them about my email and my gambling addiction. They told me there was nothing they could do.
In total, I gambled away almost exactly 4000 euros after being asked to leave. I sent them bank statements and forwarded the original email.
Dear Fistaisda, going forward, please refrain from posting every single sentence as separate post. Spamming the thread makes it very difficult to look up important information later on. Thank you for your understanding. I have also reviewed the information provided by the casino representative. these are my findings:
- The casino claims not receiving the self-exclusion message from 27th November. While this happens from time to time, I would like you to e-mail me the message you have sent to them, to my mailbox matej.l@casino,guru but instead of forwarding, please send the message sent as an attachment. Thank you.
- According to the live chat you had with the support team on 28th November, you have been advised to follow the rules and send an e-mail to self-exclude yourself. Have you told the agent you have already sent one message and inquired on the state of it? Have you sent another e-mail to the support staff requesting self-exclusion afterwards?
- According to the evidence, you have sent a request for self-exclusion on 17th January 2026. The account has been then closed permanently according to the casino's T&C and in line with our Fair Gambling Codex and player protection policies.
As per the above, I would like to establish whether you sent more than the two self-exclusion requests I have seen, if you inquired about the state of your self-exclusion via e-mail or live chat and please do send me the original request as an attachment. Thank you very much.
How should I send this as an attachment? Of course, I informed the live band about the email. As I said, if I hadn't involved them, they would never have blocked my account. I sent them the email as proof, with the correct address, proving 100% that it's the correct email address, which they definitely received, but ignored because it was easy prey for the casino.
You saw the email I sent on November 17th. Could you please tell me the casino's registered office so I can contact the appropriate legal representative?
Dear Fistaisda, you can either drag the sent message itself from the "Sent" folder into the newly composed e-mail message, or you can drag it onto your desktop screen, then add it as an attachment the usual way.
Once again I would like to ask whether you have contacted the support staff either via live chat or additional e-mails between 29/11/2026 and 16/01/2025, inquiring about the status of your self-exclusion. Thank you.
I don't have one, I can only do this via mobile phone. I'll tell you again, yes, I have. Firstly, this live chat is practically impossible to reach. Secondly, I eventually got through to them and requested exclusion due to gambling addiction. I was given the runaround and told that nothing could be done and that I should wait for an email response. Please take a look at the complaints! The same problem everywhere: they are unreachable and deliberately don't answer emails. Furthermore, the casino should have also blocked me from their partner casinos, which they didn't do. I registered with Onlyspins and gambled away over €1000, even though I should be banned since it's the same platform. Live chat told me they had nothing to do with Wand, but I did my research! Please help me reclaim some of my losses and give this casino a lower rating. Thank you.
Dear Fistaisda, after ging through this whole thread and evidence provided by both yourself and the casino again, I have reached a conclusion. Given that the casino has proceeded with the self-exclusion request received on 17th January within a reasonable timeframe, without confiscating any balance, and also due to insufficient effort on your end, I will have to close this case as rejected.
I will now explain how I reached this decision, and while I do not expect you to agree with it, at least I hope you will understand the reasoning behind it.
- Self-exclusion request from 27/11/2025
While you only showed me a screenshot of the supposed message and not the message itself, I do believe you have sent it. Unfortunately, the casino claims they have never received it and while it does look suspicious - it happens. The support system is heaving under tons of daily messages received from all kinds of mailboxes, and sometimes, some messages do get stuck, end up in a wrong pile or do not reach the server at all.
- Insufficient effort on your part
This is why I inquired whether you have tried to inquire on the status of your self-exclusion request. When you contacted the live chat on 28/11/2025, you have not mentioned the message sent on 27th, only requested a self-exclusion. The support agent asked you to send an e-mail, as per the self-exclusion rules written on the casino's responsible gambling page. Again, you have not even mentioned the message sent a day before. You claim reaching the live chat is impossible, yet you have not tried to send another inquiry via e-mail, and only sent one more self-exclusion request later this month. This does not show sufficient effort on your part according to our fair gambling codex, as usually people send a lot of messages any way possible, if they do not hear back from the support staff.
- Self-exclusion request from 17/01/2026
This message has been received by the casino and processed within reasonable timeframe. No balance has been voided at the time of the closure, and Casino Guru never requests a refund of deposits made during the self-exclusion processing time.
Since the account has been closed as per the casino's Terms & Conditions, there is nothing to refund back and due to the above, I will now have to close the account as rejected. However, I will also address one more thing you have mentioned:
Live chat told me they had nothing to do with Wand, but I did my research!
If by "Wand" you mean "Lucky Wands Caisno", then the support was correct. This casino is owned and operated by totally different company.
Furthermore, the casino should have also blocked me from their partner casinos, which they didn't do. I registered with Onlyspins and gambled away over €1000, even though I should be banned since it's the same platform.
If self-excusion at one casino would automatically exclude you from all the others, that would be awesome, but sadly it is not the norm. I have checked both T&C as well as Responsible gambling page for both Wyns Casino and OnlySpins Casino, and nowhere do they say that self-exclusion in one casino means automatic self-exclusion in the other. I have no clue who presented you with this idea, but it's wrong. Unless it is openly stated in the terms or responsible gambling page, sadly casino owners and operators have no obligation to exclude you from all of their platforms, unless they wish so.
But it's not just doom and gloom. If you need help with gambling addiction, there is no need to struggle alone. If you shoot me a message at [email protected] with the place of your residence, I can find you a help centre in your vicinity, that has people happy to get you through this rough time.
Furthermore, you can install free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
