Wild Robin Casino - Spelarens begäran om kontostängning ignorerades.

Hello, on November 6, 2025, I requested the online gaming site WildRobin to permanently close my gaming account. On November 11, the site responded and I confirmed the permanent closure of my gaming account. The account is still active, and since then, I have made deposits to continue playing. Therefore, given my weakness and gambling problems, my request was denied and they allowed me to deposit another €400. Therefore, I am requesting a refund of this amount from the site. Thank you for your understanding. I am attaching photos of the emails and, if necessary, email files.

Salve, in data 6 novembre 2025 richiedo al sito dí gioco online WildRobin la chiusura definitiva del conto gioco, in data 11 novembre il sito risponde e io confermo la chiusura permanente del conto gioco, ad ora il conto risulta ancora attivo e dal giorno io ho effettuato ricariche per continuare a giocare. Quindi visto la mia debolezza e problemi di gioco, la mia richiesta non è stata ascoltata e mi hanno permesso di caricare altri 400 euro. Per questo richiedo il rimborso dal sito di questa somma. Grazie per la comprensione. Allego foto delle email e in seguito se necessario i file delle email.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you disclosed your gambling issues to the casino at any point? Have you saved the relevant communication with the casino? Please share it with me if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion via email at support@wildrobin.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Wild Robin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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,

Tomas

Hello, my profile is currently active and accessible. My last deposit was on March 13th. I requested account closure without disclosing my excessive gambling problem.

Salve, al momento il profilo è ancora attivo e accessibile, l’ultimo deposito l’ho effettuato in data 13 marzo. La chiusura conto l’ho richiesta senza aver esposto il mio problema di gioco eccessivo.

Thanks for the clarification.

Make sure to send a new self-exclusion request to the support of the casino, according to my previous recommendation if you haven't done so already. Please let me know about the result.

Finally, after confirming my self-exclusion twice due to gambling issues, they closed my account.

Finalmente dopo due conferme di volermi auto escludere per problemi di gioco, mi hanno chiuso il conto.

Thanks for your reply.

We can only ask the casino for a refund if you informed them of your gambling issues, and the casino failed to protect you. From the communication you provided so far, no gambling issues disclosure has been identified.

Please let me know if there is any further communication between you and the casino we haven't reviewed, and forward it to my email at tomas@casino.guru as evidence.

Looking forward to your reply.

Dear AntonyD,

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.

Thanks for the extended time to respond. On Saturday, April 18th, as indicated in the last and penultimate reply, I sent details to the email address provided. Is this sufficient to receive a refund?

Grazie per il prolungamento del tempo per rispondere, sabato 18aprile, come indicato nell’ ultima e penultima risposta, ho inviato dei dettagli all’e-mail indicata. È sufficiente per poter ricevere un rimborso?

Thanks for your patience.

We believe the casino has the obligation to protect you once you inform them of your gambling issues. Retroactive protection can't be expected. Based on the timeline of events, we can't pursue a refund on your behalf.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.