Wyns Casino - L'account del giocatore rimane attivo nonostante la richiesta di autoesclusione.

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.

Da ich spielspchtig bin bat ich im livechst um Kontosperre und wurde auf einreichen via e Mail vertröstet was ich getan habe. Ich werde tagtäglich mit sms zugebombt und meine Konto wurde noch immer nicht gesperrt und habe weitere tausend Euro verspielt

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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.

Ich habe das casino auf der genannten email adresse als auch livechat über mein problem informiert und nichts passiert

This casino hasn't even listed a company address.

Dieses Casino hat nicht mal einen Firmensitz angegeben

I would like my money back from the date of the blocking notice until today.

Ich möchte mein Geld von der sperraufforderung bis zum heutigen Tag retour

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.

Der livechat wurde einmal erreicht welche auf die Mail verweisen welche nicht beantwortet wird . Ansonsten ist der livechst nicht verfügbar. Ich verstehe nicht wie dieses Casino so eine gute Bewertung haben kann

And I'll say it again: this casino doesn't even have a company headquarters, how can you rate it so highly?

Und ich sage es ihnen nochmal dieses Casino hat nicht einmal einen Firmen Sitz wie können sie es so gut bewerten

I've written countless emails and received no reply.

Unzählige Mails geschrieben und nichts kommt zurück

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