WWIN Casino - Igrački nalog je ponovo otvoren protiv samoisključenja.

Subject: Violation of self-exclusion and ignoring complaint – Wwin Casino

Hello Casino Guru Team,

I am submitting this complaint against Wwin Casino (Millennium Promo d.o.o.), licensed in Republika Srpska, Bosnia and Herzegovina.

Here is what happened:

On 11.8.2025, I requested a self-exclusion (account block) for 6 months due to gambling issues.

Wwin confirmed my account was blocked for this period.

However, on 12.8.2025, they unlocked my account early after I asked them to, without any checks or responsible gambling measures.

After the early reopening, I continued gambling and lost 4.500€ EUR.

On 12.8.2025 I filed a formal complaint directly to Wwin requesting a refund of the losses that occurred after the unlawful reopening, but they never replied.

I blocked my account 3times for 6months of period they unblocked me as soon as could,when I sent an email to unlock.

Why this is a problem:

Early account reopening violates responsible gambling principles and the purpose of a self-exclusion.

Ignoring customer complaints breaches basic customer service and fair play obligations.

What I am asking:

I request that Wwin:

Refund my losses incurred after the early reopening of my self-excluded account.

Provide a clear explanation of why my self-exclusion was not respected.

Improve their complaint-handling process to prevent this from happening to other players.

I can provide the following evidence:

Confirmation of my 6-month self-exclusion (screenshot/email).

Proof that my account was reopened before the exclusion period ended.

Transaction history showing losses after the reopening.

Copies/screenshots of my complaint emails and proof of no reply.

Thank you for reviewing my case and helping me resolve this matter.

A*** K****

A************@*****.com

Slovenia

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WWIN Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you unblocked your account?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Is your account blocked now?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

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, I sended an email to your mail, my account is not blocked right now.

Hello,

thank you for your email.

Could you kindly send your self exclusion request from the August 11th, please? My email is katarina.d@casino.guru. Please also attach the evidence you have mentioned in your first message.

Is your account currently closed?

Looking forward to your reply,

Katarina

I send you the proof. Thanks

Hello Aldinkk,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Aldinkk, for your cooperation and patience. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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 Aldinkk, 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 WWIN 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Dear Aldinkk,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact Republic Administration for Games of Chance, part of the Ministry of Finance and submit a complaint with them. To do this, please send them an e-mail directly at mf.ruis@ruis-rs.net. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of WWIN Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Aldinkk, the casino representative has mentioned, that apparently your issue has been settled privately, and can be now considered as resolved. Can you please let us know and confirm whether the statement is true and all has been resolved between yourself and the casino satisfactorily? Thank you very much.

Dear Aldinkk,

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,
Matej
Casino.Guru