Wyns Casino - Аккаунт игрока был закрыт.

Ladies and Gentlemen

On September 30th, I received a €20 bonus after making a deposit and fulfilling the wagering requirements. When I then had €100 in real money, I continued playing and won €1,100. After I tried to withdraw, nothing happened for a few days. Then I was asked to verify my identity. I uploaded all the documents. Some were approved, some were rejected. I then uploaded them again.

This afternoon, October 8, I was no longer able to log in. The only message that appeared was "Your account is under review." When I inquired, I received an email stating that my account had been closed.

The whole thing is a disgrace. I was assured several times that everything was fine. I complied with the wagering requirements and uploaded all the requested documents for verification. Now, without any explanation of the alleged problem, I've been blocked and am not supposed to receive any withdrawals.

I hope someone can help me here. After all, deposits are accepted without any problems. But if I win something, there's a delay and then the account is completely blocked.

Sehr geehrte Damen und Herren,

Ich habe am 30.09. nach einer Einzahlung einen Bonus von 20€ bekommen und die Umsatzbedingungen erfüllt. Als ich dann 100€ Echtgeld hatte, habe ich weitergespielt und 1100€ gewonnen. Nach dem ich auszahlen wollte, passierte einige Tage nichts. Dann wurde ich dazu aufgefordert, mich zu verifizieren. Ich habe alle Unterlagen hochgeladen. Einige wurden bestätigt und einige abgelehnt. Ich habe diese dann erneut hochgeladen.

Heute Nachmittag, am 08.10. konnte ich mich dann nicht mehr einloggen. Es erschien nur die Anzeige „Your Account is under review „. Auf Nachfrage erhielt ich eine Email mit dem Inhalt, dass mein Account geschlossen sei.

Das ganze ist eine Frechheit. Mir wurde mehrfach versichert, dass alles in Ordnung ist. Ich habe mich an die Umsatzbedingungen gehalten und auch alle gewünschten Dokumente zur Verifizierung hochgeladen. Nun wurde ich ohne Erklärung des angeblichen Problems gesperrt und soll keine Auszahlungen erhalten.

Ich hoffe, dass mir hier geholfen werden kann. Eine Einzahlung wird schließlich ohne Probleme genommen. Aber wenn man was gewinnte, wird erst verzögert und dann der Account ganz gesperrt.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you haven't received any confirmation regarding successful verification?
• When did you create your casino account, and when was it closed?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good day,

• I only played slots.
• I uploaded all the documents, but I didn't receive confirmation that the verification was successful. At the end, the verification area was still there, but it wasn't specified which documents I should upload. I'm uploading a photo of what the verification area looked like at the end.
• I opened the account on September 7, 2025. It was closed on October 8, 2025.

Thank you very much for your effort. I hope you manage to solve the problem.

Guten Tag,

• Ich habe nur Slots gespielt.
• Ich habe alle Dokumente hochgeladen. Jedoch keine Bestätigung über die erfolgte Verifizierung bekommen. Am Ende war die Fläche für Verifizierung noch da. Aber es war nicht angegeben, welche Dokumente ich noch hochladen soll. Ich lade ein Foto hoch, wie die Verifizierungs Fläche am Ende aussah
• Ich habe den Account am 07.09.25 eröffnet. Geschlossen wurde er am 08.10.25

vielen Dank für Ihre Mühe. Ich hoffe, dass Sie es schaffen, das Problem zu lösen.

I've noticed that in recent days, several other players have reported similar issues with withdrawals at casinos operated by the same operator. This gives the impression that this isn't an isolated incident, but rather a recurring issue.

Mir ist aufgefallen, dass in den letzten Tagen mehrere andere Spieler ähnliche Probleme mit Auszahlungen bei Casinos desselben Betreibers gemeldet haben. Dadurch entsteht der Eindruck, dass es sich nicht um einen Einzelfall handelt, sondern um ein wiederkehrendes Vorgehen.

Thank you very much for your reply. Do I understand correctly that this was the only explanation you received from the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

Unfortunately, there were no further explanations from the casino. I sent the casino various documents proving that all deposits were made with my own credit card. Unfortunately, the casino ignored them. My account is still blocked and "under review."

I hope you can help me.

Es gab leider keine weiteren Erklärungen seitens des Casinos. Ich habe dem Casino verschiedene Dokumente geschickt, die beweisen, dass alle Einzahlungen mit meiner eigenen Kreditkarte getätigt worden sind. Leider hat das Casino diese ignoriert. Mein Account ist immer noch gesperrt und „under Review".

ich hoffe, dass Sie mir helfen können.

short update on my case:

After your feedback, I contacted the operator again by email and specifically requested a statement. Unfortunately, I haven't received any response to date – neither to my inquiry nor to the proof of deposits I sent.

To me it seems as if the operator is deliberately not responding, even though all the necessary information is available.

I remain willing to provide any documents or evidence you may require.

Thank you for your support.

Best regards

kurzes Update zu meinem Fall:

Ich habe den Betreiber nach Ihrer Rückmeldung erneut per E-Mail kontaktiert und ausdrücklich um eine Stellungnahme gebeten. Leider habe ich bis heute keinerlei Antwort erhalten – weder auf meine Nachfrage noch auf die von mir übersendeten Nachweise zu den Einzahlungen.

Für mich wirkt es so, als ob der Betreiber bewusst nicht reagiert, obwohl alle erforderlichen Informationen vorliegen.

Ich bin weiterhin bereit, alle Dokumente oder Belege zur Verfügung zu stellen, die Sie benötigen.

Vielen Dank für Ihre Unterstützung.

Beste Grüße

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Stefan,

Thank you for taking on my case. Please let me know if you need any additional documents or more detailed information—I'll be happy to provide it.

I hope we can resolve this successfully together.

Best regards

Hallo Stefan,

vielen Dank, dass Sie meinen Fall übernehmen. Bitte geben Sie mir Bescheid, falls Sie noch Unterlagen oder genauere Informationen benötigen – ich stelle alles gerne zur Verfügung.

Ich hoffe, wir können das gemeinsam erfolgreich klären.

Mit freundlichen Grüßen

I found another case on Casino Guru that exactly matches mine. The player also had a large win, and shortly afterward, his account was closed. It's a casino belonging to the same group. Here's the link to the case: I found another case on Casino Guru that exactly matches mine. The player also had a large win, and shortly afterward, his account was closed on the grounds that he had used someone else's card. It's the same casino company. Here's the link to the case: https://casinoguru-de.com/beschwerden/vegasino-casino-das-konto-des-spielers-wird-ohne-ersichtlichen

Since the situation is almost identical to my case, it appears to be a recurring pattern. I request that this be taken into account when evaluating my case.

Ich habe auf Casino Guru einen weiteren Fall gefunden, der exakt meinem entspricht. Der Spieler hatte ebenfalls einen hohen Gewinn, und kurz danach wurde sein Konto geschlossen. Es handelt sich um ein Casino derselben Unternehmensgruppe. Hier der Link zu dem Fall: Ich habe auf Casino Guru einen weiteren Fall gefunden, der exakt meinem entspricht. Der Spieler hatte ebenfalls einen hohen Gewinn, und kurz danach wurde sein Konto geschlossen mit der Begründung, er habe eine fremde Karte genutzt. Es handelt sich um dasselbe Casinounternehmen. Hier der Link zu dem Fall: https://casinoguru-de.com/beschwerden/vegasino-casino-das-konto-des-spielers-wird-ohne-ersichtlichen

Da sich die Situation nahezu identisch zu meinem Fall darstellt, scheint es sich um ein wiederkehrendes Muster zu handeln. Ich bitte darum, dies in die Bewertung meines Falls einzubeziehen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear WWEFAN183,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wyns Casino to join this conversation and assist in addressing the complaint.

Dear Wyns Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Stefan,

I have now received an official response from Wyns Casino.

In it, they inform me that my account has been closed as an administrative decision and my remaining balance of €1,100 has been canceled—allegedly in accordance with their terms and conditions.

The reason they give is that I "collaborated with other players or third parties."

That's completely wrong. I played exclusively alone and didn't share information or collaborate with anyone.

This justification seems arbitrary and appears to be intended solely to avoid having to pay out my legitimate winnings.

I ask that this information be taken into account in the further course of the complaint.

I am happy to provide any additional evidence or details if needed.

Best regards

Farrukh

Dear Farrukh Choudhry,

Thank you for contacting our Customer Support team. We hope you find this email well.

We sincerely apologize for the inconvenience and appreciate your understanding.

Following an internal review, we inform you that your account has been closed as an administrative decision, in accordance with the casino's terms and conditions.

This decision is currently final, and the account cannot be reopened until further notice.

Additionally, we must inform you that your pending balance has been nullified in accordance with our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be

considered a material breach of these General Terms and Conditions:

Colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information,

cooperating or coordinating with others.

We understand this may be frustrating, and we apologize for any inconvenience this may have caused.

Thank you for the time you spent with us and for placing your trust in our platform. If you have any additional questions, feel free to reach out.

Hallo Stefan,

ich habe nun eine offizielle Antwort vom Wyns Casino erhalten.

Darin teilen sie mir mit, dass mein Konto als administrative Entscheidung geschlossen wurde und mein Restguthaben von 1.100 € annulliert wurde – angeblich gemäß ihren AGB.

Als Begründung geben sie an, ich hätte „mit anderen Spielern oder Dritten kollaboriert".

Das ist vollkommen falsch. Ich habe ausschließlich alleine gespielt und mit niemandem Informationen geteilt oder zusammengearbeitet.

Diese Begründung wirkt willkürlich und scheint lediglich dazu zu dienen, meine rechtmäßigen Gewinne nicht auszahlen zu müssen.

Ich bitte darum, diese Information im weiteren Verlauf der Beschwerde zu berücksichtigen.

Ich kann bei Bedarf gern alle zusätzlichen Nachweise oder Details bereitstellen.

Viele Grüße

Farrukh

Dear Farrukh Choudhry,

Thank you for contacting our Customer Support team. We hope this email finds you well.

We sincerely apologize for the inconvenience and appreciate your understanding.

Following an internal review, we inform you that your account has been closed as an administrative decision, in accordance with the casino’s terms and conditions.

This decision is currently final, and the account cannot be reopened until further notice.

Additionally, we must inform you that your pending balance has been nullified in accordance with our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be

considered a material breach of these General Terms and Conditions:

 Colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information,

cooperating or coordinating with others.

We understand this may be frustrating, and we apologize for any inconvenience this may have caused.

Thank you for the time you spent with us and for placing your trust in our platform. If you have any additional questions, feel free to reach out.

Hello WWEFAN183,

Thank you for your response and for providing the requested information. We will now await the casino’s official statement, as additional details are required to continue our investigation.

Your patience and cooperation are greatly appreciated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino just replied to one of my older messages from October 10, 2025, merely reiterating that my account was closed due to an "administrative decision." However, all my more recent emails, in which I stated my account balance and requested clarification, remain unanswered. The casino is therefore only responding to old inquiries with standard replies, without addressing the actual issue. No explanation has been given for the account closure, nor has any evidence been provided for the alleged violations of the terms and conditions.

I expect the casino to finally honor my rightful withdrawal of €1,100. After several unanswered messages and contradictory statements, it's high time to resolve this matter transparently and fairly.

Das Casino hat eben auf eine meiner älteren Nachrichten vom 10.10.2025 geantwortet und dabei lediglich wiederholt, dass mein Konto aufgrund einer "administrativen Entscheidung" geschlossen wurde. Alle neueren Emails, in denen ich den Kontostand genannt und um eine Klärung gebeten habe, bleiben jedoch weiterhin unbeantwortet. Das Casino reagiert also nur auf alte Anfragen mit Standardtexten, ohne auf die eigentliche Problematik einzugehen. Es werden weiter keine Erklärungen zum Grund der Accountschließung genannt oder Belege für die behaupteten AGB Verletzungen vorgelegt.

Ich erwarte, dass das Casino meine berechtigte Auszahlung in Höhe von 1.100 Euro endlich nachkommt. Nach mehreren unbeantworteten Nachrichten und widersprüchlichen Aussagen wäre es nun endlich an der Zeit, die Angelegenheit transparent und fair abzuschließen.

The casino has since responded again – this time with a reason that differs significantly from their previous explanations. While they initially told me my account had been closed "for administrative reasons," they are now suddenly claiming I played with "third-party funds." These accusations are completely unfounded. I played exclusively with my own money and can prove this at any time.

It is also noticeable that the casino's justifications were changed several times and my specific questions were never addressed. I consider this procedure to be opaque and unfair.

Since the casino has neither provided evidence for its accusations nor paid out the outstanding amount of €1,100 despite repeated requests, I ask you to clearly consider this discrepancy in your review.

Should there be no further response or solution, I reserve the right to file an official complaint with the licensor.

Thank you for your time and support.

We hope you are well.

Please note that your Wyns account has been permanently closed due to the use of third-party funds for deposit, which constitutes a breach of our Terms and Conditions

We would like to kindly direct your attention to the following excerpts from the latter:

9.1 The Website may only be used for personal entertainment purposes only. The following

activities are strictly prohibited and will be considered a material breach of these General

Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit

cards or other payment methods or funds not belonging to you, cases were funds are

recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing

in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal

or improper activity, or have otherwise breached the Terms, we reserve the right to take any

number of the following action, at our sole and absolute discretion, with or without notice:

permanently close your account with the Website and all other partner websites on ours

platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real

money balance of your account;

Therefore, according to the aforementioned articles, we see no basis for a refund.

We wish you all the best in your future endeavors!

Kind regards,

Wyn's Team

Das Casino hat mir mittlerweile erneut geantwortet – diesmal mit einer Begründung, die sich von früheren Erklärungen deutlich unterscheidet. Während man mir zuvor mitteilte, mein Konto sei „aus administrativen Gründen" geschlossen worden, wird nun plötzlich behauptet, ich hätte mit „third-party funds" gespielt. Diese Vorwürfe sind völlig haltlos. Ich habe ausschließlich mit meinem eigenen Geld gespielt und kann das jederzeit belegen.

Es fällt zudem auf, dass die Begründungen des Casinos mehrfach geändert wurden und auf meine konkreten Nachfragen nie eingegangen wurde. Ich halte dieses Vorgehen für intransparent und unfair.

Da das Casino trotz mehrfacher Aufforderung weder Beweise für seine Anschuldigungen vorgelegt noch den offenen Betrag von 1.100 € ausgezahlt hat, bitte ich Sie, diesen Widerspruch in Ihrer Bewertung deutlich zu berücksichtigen.

Sollte weiterhin keine Reaktion oder Lösung erfolgen, behalte ich mir vor, eine offizielle Beschwerde beim Lizenzgeber einzureichen.

Vielen Dank für Ihre Zeit und Ihre Unterstützung.

We hope you are well. 

Please note that your Wyns account has been permanently closed due to the use of third-party funds for deposit, which constitutes a breach of our Terms and Conditions

We would like to kindly direct your attention to the following excerpts from the latter:

9.1 The Website may only be used for personal entertainment purposes only. The following

activities are strictly prohibited and will be considered a material breach of these General

Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit

cards or other payment methods or funds not belonging to you, cases were funds are

recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing

in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal

or improper activity, or have otherwise breached the Terms, we reserve the right to take any

number of the following action, at our sole and absolute discretion, with or without notice:

permanently close your account with the Website and all other partner websites on our

platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real

money balance of your account;

Therefore, pursuant to the aforementioned articles, we see no basis for a refund. 

We wish you all the best in your future endeavours!

Kind regards,

Wyns Team

Hello Stefan,

I’ve just noticed that several other casino platforms from the same group have suddenly set my accounts to "under review" status. This happened right after the deadline for Wyns Casino’s response expired.

I find this timing quite unusual. It gives the impression that the group might be internally reviewing the situation, but there has been no direct communication with me so far.

I remain open to resolving this matter amicably and directly with the casino. However, the continued lack of transparency and communication is very concerning.

I kindly ask Casino Guru to take note of this development and include it in the ongoing review of my case.

Hello WWEFAN183,

Thank you for your response. I have contacted the casino representative outside of the complaint thread and will extend the timer by an additional seven days in the hope that they will respond soon. Your patience is greatly appreciated.

Dear Stefan,

Regarding your latest thread, we would like to inform you that we didn't receive any email.

We kindly request to provide us your request so as to provide an accurate solution.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

Dear Wyns Casino,

Thank you for your response. Could you please clarify the reason for the player’s account being blocked? Additionally, we would appreciate an explanation as to why the player’s winnings have not been paid out, and whether the account remains under investigation.

I look forward to your reply.

Dear Stefan,

We kindly request to check the information provided via email.

If you have any additional questions please contact us.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

Dear Wyns Casino,

I have responded to your email and will be awaiting your reply.

I look forward to your response.

Dear Stefan,

We would like to confirm that we've provided a reply to the email.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

Dear Wyns Casino,

I have replied to your email. Kindly let me know once you have responded.

I look forward to your reply.

Dear Stefan,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Wyns Casino Team

Dear Wyns Casino,

Thank you for your response.

As I have not received any email myself and I am not aware of the information you are referring to, I kindly ask that the relevant details are either forwarded to me directly or shared here in the thread.

I need this information to understand the current status of the case.

Dear Wyns Casino,

Thank you for your response and for the information provided.

Dear WWEFAN183,

Could you please provide us with a bank statement covering the entire month of September 2025? You may send the document directly to my email address at [email protected].

Thank you for your cooperation. We look forward to your response.

Dear Stefan,

The requested bank statement for the entire month of September 2025 has just been sent to your email address.

Please let me know if you require any further information.

Thank you.

Lieber Stefan,

der angeforderte Kontoauszug für den gesamten Monat September 2025 wurde soeben an Ihre E-Mail-Adresse gesendet.

Bitte geben Sie mir kurz Bescheid, falls weitere Informationen benötigt werden.

Vielen Dank.

Dear WWEFAN183,

Upon reviewing your bank statement, we have noticed that some transactions appear to be missing. Could you please confirm whether you funded the casino using any payment methods other than the Revolut option?

I look forward to your response.

Dear Stefan,

I checked the deposits and compared them to the bank statement. My bank does indeed sometimes process transactions with a one-day delay. All three deposits were made via Revolut. However, the amounts differ because fees were added. Attached is a list of the deposits and the times they were debited from my account. The deposit from September 30th is missing because it appeared on the bank statement from October 1st. I will send you the individual receipts for each payment via email.

Deposit 1 - 07.09.25 13:18 24€

Booked: 08.09.25 €24.11

Deposit 2 - 29.09.25 19:07 30€

Booked: 30.09.25 €31.80

Deposit 3 - 30.09.25 16:53 30€

Booked: 01.10.25 €31.78

Thank you.

I sent you the individual documents by email.

If you have any further questions, please feel free to contact me.

Lieber Stefan,

Ich habe die Einzahlungen geprüft und mit dem Kontoauszug verglichen. Tatsächlich bucht meine Bank zum Teil mit einem Tag Verspätung. Alle 3 Einzahlungen sind mit Revolut gemacht worden. Jedoch sind die Beträge anders, da Gebühren zur Zahlung dazukommen. Anbei eine Auflistung der Einzahlungen und den Zeiten, wann sie von meinem Konto gebucht worden. Die Einzahlung vom 30.09. fehlt, da sie auf dem Kontoauszug vom 01.10. gebucht worden ist. Ich sende Ihnen die einzelnen Belege für jede Zahlung per Email zu.

Einzahlung 1 - 07.09.25 13:18 Uhr 24€

gebucht: 08.09.25 24,11€

Einzahlung 2 - 29.09.25 19:07 Uhr 30€

gebucht: 30.09.25 31,80€

Einzahlung 3 - 30.09.25 16:53 Uhr 30€

gebucht: 01.10.25 31,78€

vielen Dank.

die einzelnen Belege habe ich Ihnen per Email geschickt.

Bei weiteren Fragen kontaktieren Sie mich gerne