Wild robin casino

I am submitting this as a formal complaintregarding the handling of my account and my repeated requests for permanent account closure.

I have repeatedly and explicitly asked WildRobin to close and block my account:

24 July 2026 – 21:27

I wrote:

"I deposit a lot manny please close my account"

30 July 2026 – 18:33

I again wrote:

"I have already asked you several times to close and block my account! This is the last time!"

I also informed you that I would contact gambling authorities if my account was not closed.

2 August 2026 – 13:52

I again wrote:

"Just close en block"

Later that same day, 2 August 2026 at 15:52, WildRobin confirmed in writing that you had received my request to close my account. Instead of immediately closing and blocking the account, I was asked to explain the reason for my request.

Despite my repeated requests, my account remained accessible.

Today, 8 August 2026, I was still able to deposit and gamble. I have lost approximately €2,000 today.

I consider this extremely serious, particularly because I had already repeatedly asked you to close and block my account.

I also have a Belgian gambling self-exclusion in place, because I have a gambling problem. I understand that a Belgian self-exclusion does not necessarily automatically apply to an offshore operator, but it makes my repeated direct requests to WildRobin to close my account particularly important. I want mu monny back from today!!!

I’ve just found an email stating that my account had already been blocked—so why on earth is it open again???

Hello,

I would say that situations like this are often somewhere on the line between what should ideally happen and how things actually work in practice.

In short, when a player asks to close their account, the casino will often ask for the reason. Closing an account and self exclusion from a casino are not the same thing. A closed account can often be reopened relatively easily at many casinos.

However, if you mention gambling problems, addiction, or something similar, the casino should generally act much more quickly. I didn't really see that happening here.

On the other hand, if a player repeatedly sends emails and says that they have already deposited a lot of money, the casino should probably pay attention to what is happening, even though that didn't seem to be the case here. It may not be a strict obligation, but from a responsible gambling perspective, it would certainly be appropriate.

I also noticed in the screenshot that they confirmed your account was closed, which apparently wasn't completely true since you were able to access it normally again. However, from what I saw, that email was from a year ago, which the casino may now consider a long enough period for the account to have been reopened. Accounts are often not closed indefinitely.

That's why it's important to distinguish between self exclusion and simply closing an account, as this can help you avoid similar situations in the future.

What is more, I saw you have an open complaint on our site, so we will see what our team says.

Wish you luck in your situation. 🍀

Isn't anything being done about my complaint? I’ve emailed various agencies, but haven't received a reply from any of them.

Hello, I can see that it's currently under review, so you'll have to be patient. There are quite a lot of complaints compared to the number of people handling them.🙂

But our team will get to it shortly.