Wyns Casino - プレイヤーの自己排除申請は無視されました。

Dear Casino Guru Team,

I hereby submit a formal complaint against Casino Wyns and request your assistance in resolving this serious matter.

On October 22, 2025, I explicitly requested self-exclusion from Casino Wyns and unequivocally stated that my account should be permanently closed. Despite this clear request, the casino did not close my account.

What is particularly problematic is that even after my self-exclusion, I was still able to make deposits. This constitutes a serious violation of basic player protection measures and is, in my view, absolutely unacceptable.

Additionally, I have discovered numerous similar complaints from other players. These suggest that Casino Wyns is apparently systematically failing to properly implement self-exclusion requests. This significantly reinforces my concerns.

I therefore request that you investigate this case, contact Casino Wyns, and work towards a resolution. In particular, it should be investigated why my self-exclusion was not implemented and why deposits were still possible.

I hope for your support, as this is a serious violation of player protection.

Thank you in advance for your help.

Sehr geehrtes Casino Guru Team,

hiermit reiche ich eine formelle Beschwerde gegen das Casino Wyns ein und bitte um Ihre Unterstützung bei der Klärung dieses schwerwiegenden Falls.

Am 22. Oktober 2025 habe ich beim Casino Wyns ausdrücklich einen Selbstausschluss beantragt und unmissverständlich darauf hingewiesen, dass mein Konto dauerhaft geschlossen werden soll. Trotz dieser klaren Aufforderung hat das Casino mein Konto nicht geschlossen.

Besonders problematisch ist, dass es mir auch nach meinem Selbstausschluss weiterhin möglich war, Einzahlungen vorzunehmen. Dies stellt einen gravierenden Verstoß gegen grundlegende Spielerschutzmaßnahmen dar und ist aus meiner Sicht absolut inakzeptabel.

Zusätzlich habe ich festgestellt, dass es zahlreiche ähnliche Beschwerden von anderen Spielern gibt. Diese deuten darauf hin, dass das Casino Wyns offenbar systematisch Anfragen zum Selbstausschluss nicht ordnungsgemäß umsetzt. Dies verstärkt meine Bedenken erheblich.

Ich bitte Sie daher, diesen Fall zu prüfen, das Casino Wyns zu kontaktieren und auf eine Klärung hinzuwirken. Insbesondere sollte untersucht werden, warum mein Selbstausschluss nicht umgesetzt wurde und weshalb weiterhin Einzahlungen möglich waren.

Ich hoffe auf Ihre Unterstützung, da es sich hierbei um einen ernsthaften Verstoß gegen den Spielerschutz handelt.

Vielen Dank im Voraus für Ihre Hilfe.

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Dear Austrian,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Dear Austrian,

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,
Kristina
Casino.Guru