Wildz Casino - Spelarens konto har stängts orättvist.

I would like to file a complaint about the operations of Wildz Casino because I believe that I have been treated clearly unfairly and that the obligations of responsible gaming have been violated.

I had a previously valid self-exclusion at Wildz Casino (Rootz Ltd). I did not receive any information that the casino had moved under a new license holder (Granturo Malta Ltd). The brand, website, user interface and service are exactly the same, so from the player's perspective it is still the same casino. It is unreasonable to expect the player to be able to figure out the technical changes in the license themselves.

Despite this, I was able to register/log in again and play normally. During this time, I lost a total of €1700.

When I contacted customer service and told them that I had a history of self-exclusion and gambling problems, I didn't ask for the account to be closed. I just explained my situation. However, the casino closed the account immediately — but only after the losses had already been incurred.

I received a notification in my email that my account had been granted €170 cashback, but I can no longer use it because the account was closed by the casino's decision. The cashback had already been granted and notified to me, so its removal is unjustified.

Why do I think the casino acted improperly?

In my opinion, this case is a clear example of a casino acting in a way that is unfair to the player and contrary to the principles of responsible gaming:

1. My account shouldn't have been open at all

A previous self-blocking for the same brand should have prevented opening a new account. A license change should not be a way to circumvent a self-blocking.

2. The player cannot be held responsible for technical changes to the license.

The brand and service are identical. The casino benefits from the player not noticing the change — but the player suffers the consequences.

3. The casino closed the account only after losses

This is particularly problematic. The point of responsible gambling is to prevent harm in advance, not only after a player has already lost a large sum.

4. I did not request account closure

The closure was the casino's own decision, made only after I disclosed my gambling problem — not when it could have prevented the damage.

5. Cashback was removed without reason

The €170 cashback had already been granted and notified to me. Removing it upon closure is unreasonable.

What am I asking for?

I would like to ask CasinoGuru to assess the situation and assist with the following:

Returning the €170 cashback because it had already been granted and notified to me.

Reasonable compensation for losses, as my account should not have been open due to previous self-blocking and the closure was only made after the losses

.

I think this is at least reasonable considering the course of events and the casino's responsibility.

Haluan tehdä valituksen Wildz Casinon toiminnasta, koska katson, että minua on kohdeltu selvästi epäoikeudenmukaisesti ja vastuullisen pelaamisen velvoitteita on rikottu.

Minulla oli aiemmin voimassa ollut itse-esto Wildz Casinolla (Rootz Ltd). En saanut mistään tietoa siitä, että kasino olisi siirtynyt uuden lisenssinhaltijan (Granturo Malta Ltd) alle. Brändi, sivusto, käyttöliittymä ja palvelu ovat täysin samat, joten pelaajan näkökulmasta kyse on edelleen samasta kasinosta. On kohtuutonta odottaa, että pelaaja osaisi itse päätellä lisenssiteknisiä muutoksia.

Tästä huolimatta pystyin rekisteröitymään/kirjautumaan uudelleen ja pelaamaan normaalisti. Tänä aikana hävisin yhteensä 1700 €.

Kun otin yhteyttä asiakaspalveluun ja kerroin, että minulla on aiempi itse-esto ja peliongelmahistoria, en pyytänyt tilin sulkemista. Kerroin vain tilanteestani. Kasino kuitenkin sulki tilin välittömästi — mutta vasta sen jälkeen, kun tappiot olivat jo syntyneet.

Sain sähköpostiini ilmoituksen, että tililleni oli myönnetty 170 € cashback, mutta en voi enää käyttää sitä, koska tili suljettiin kasinon päätöksellä. Cashback oli jo myönnetty ja ilmoitettu minulle, joten sen poistaminen on perusteetonta.

Miksi katson kasinon toimineen väärin

Tämä tapaus on mielestäni selkeä esimerkki siitä, että kasino on toiminut tavalla, joka on pelaajan kannalta epäoikeudenmukainen ja vastuullisen pelaamisen periaatteiden vastainen:

1. Tilini ei olisi saanut olla avoinna lainkaan

Aiempi itse-esto samaan brändiin olisi pitänyt estää uuden tilin avaamisen. Lisenssivaihdos ei saa olla keino kiertää itse-estoa.

2. Pelaajaa ei voi pitää vastuussa lisenssiteknisistä muutoksista

Brändi ja palvelu ovat identtiset. Kasino hyötyy siitä, että pelaaja ei huomaa muutosta — mutta pelaaja kärsii seuraukset.

3. Kasino sulki tilin vasta tappioiden jälkeen

Tämä on erityisen ongelmallista. Vastuullisen pelaamisen tarkoitus on estää haittoja etukäteen, ei vasta sen jälkeen, kun pelaaja on jo hävinnyt suuren summan.

4. En pyytänyt tilin sulkemista

Sulkeminen oli kasinon oma päätös, joka tehtiin vasta kun kerroin peliongelmastani — ei silloin, kun se olisi voinut estää vahingon.

5. Cashback poistettiin ilman perustetta

170 € cashback oli jo myönnetty ja ilmoitettu minulle. Sen poistaminen sulkemisen yhteydessä on kohtuutonta.

Mitä pyydän

Pyydän CasinoGurua arvioimaan tilanteen ja auttamaan seuraavissa:

170 € cashbackin palauttaminen, koska se oli jo myönnetty ja ilmoitettu minulle.

Kohtuullinen hyvitys tappioista, koska tilini ei olisi saanut olla avoinna aiemman itse-eston vuoksi ja sulkeminen tehtiin vasta tappioiden jälkeen

.

Katson, että tämä on vähintään kohtuullista ottaen huomioon tapahtumien kulun ja kasinon vastuun.

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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.

Hello,

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

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

• Could you please share any evidence of previous self-exclusion taking place in the same brand?
• Could you please clarify whether you were able to create a new account or reopen an existing account?
• Could you please specify the timeline of the key events regarding your previous self-exclusion, account access, deposits, and account closure?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi Thomas,

Thank you for your response. Here is the additional information you requested.

1. Previous self-blocking

I have requested an official summary of all information held about me from Wildz Casino, including:

previous accounts

self-blockings and their dates

account closure history

login and registration logs

I will deliver these to you as soon as I receive them from the casino.

2. Did I create a new account or open an old one?

I'm not entirely sure because I logged in with my bank credentials, and the system let me in without any blocking or notification of a previous self-blocking.

This means that:

the system either reopened the old account

or created a new account automatically through bank identification

The GDPR response clarifies this, and I will send it to you as soon as I receive it.

3. Timeline of events

Previous self-exclusion: previously done at Wildz Casino (Rootz Ltd).

License change: Wildz reportedly switched to the Granturo Malta Ltd license without informing players about the change.

Login: I logged in with my bank details and was able to play normally.

Gambling and losses: I lost a total of €1,700.

Contact customer service: I told them about my previous self-blocking and gambling problem history.

Account closure: The casino closed the account immediately after this but only after losses were incurred.

Cashback: I received an email about €170 cashback.

Cashback was removed: I couldn't use it because the account was closed by the casino's decision, without me having requested it.

4. Conversations with the casino

I have requested copies from Wildz:

chat conversations

from emails

account information

login and registration logs

I'll send these to you as soon as I get them.

Summary:

I had a previous self-block on the same brand.

The system allowed me to log in with my bank credentials without being blocked.

The casino only closed the account after losses.

Cashback was removed even though it had already been granted.

I hope this information helps in the handling of this matter. I will send additional material as soon as I receive it from Wildz.

Hei Tomas,

kiitos vastauksestasi. Tässä pyytämänne lisätiedot.

1. Aiempi itse-esto

Olen pyytänyt Wildz Casinolta virallisen yhteenvedon kaikista minua koskevista tiedoista, mukaan lukien:

aiemmat tilit

itse-estot ja niiden päivämäärät

tilin sulkemishistoria

kirjautumis- ja rekisteröintilokit

Toimitan nämä teille heti, kun saan ne kasinolta.

2. Loinko uuden tilin vai avasinko vanhan?

En ole täysin varma, koska kirjauduin sisään pankkitunnuksilla, ja järjestelmä päästi minut sisään ilman mitään estoa tai ilmoitusta aiemmasta itse-estosta.

Tämä tarkoittaa, että:

järjestelmä joko avasi vanhan tilin uudelleen

tai loi uuden tilin automaattisesti pankkitunnistautumisen kautta

GDPR-vastaus selventää tämän, ja lähetän sen teille heti, kun saan sen.

3. Tapahtumien aikajana

Aiempi itse-esto: tehty aiemmin Wildz Casinolla (Rootz Ltd).

Lisenssivaihdos: Wildz kuulemma siirtyi Granturo Malta Ltd -lisenssille ilman, että pelaajille tiedotettiin muutoksesta.

Kirjautuminen: Kirjauduin pankkitunnuksilla sisään ja pääsin pelaamaan normaalisti.

Pelaaminen ja tappiot: Hävisin yhteensä 1700 €.

Yhteydenotto asiakaspalveluun: Kerroin aiemmasta itse-estosta ja peliongelmahistoriasta.

Tilin sulkeminen: Kasino sulki tilin välittömästi tämän jälkeen mutta vasta tappioiden synnyttyä.

Cashback: Sain sähköpostin 170 € cashbackista.

Cashback poistettiin: En voinut käyttää sitä, koska tili suljettiin kasinon päätöksellä, ilman että nyt olin pyytänyt sitä.

4. Keskustelut kasinon kanssa

Olen pyytänyt Wildziltä kopiot:

chat-keskusteluista

sähköposteista

tilitiedoista

kirjautumis- ja rekisteröintilokeista

Lähetän nämä teille heti, kun saan ne.

Yhteenveto:

Minulla oli aiempi itse-esto samaan brändiin.

Järjestelmä antoi minun kirjautua sisään pankkitunnuksilla ilman estoa.

Kasino sulki tilin vasta tappioiden jälkeen.

Cashback poistettiin, vaikka se oli jo myönnetty.

Toivon, että nämä tiedot auttavat asian käsittelyssä. Lähetän lisäaineiston heti, kun saan sen Wildziltä.

Hello gamblingproblem92,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and the detailed explanation of the situation.

Kindly supply evidence that the previous account (or the same account) you registered in the casino was closed after disclosure of your gambling issues in the past.

Please explain why you believe the change in the casino's license played a role in the casino allowing you to continue playing.

Share this evidence to my email at tomas@casino.guru

Include any recent communication with the casino as evidence of your attempts to resolve the situation.

Thanks in advance for your cooperation.

I have sent an email communication.

Olen lähettänyt sähköpostiviestinnän.

Thanks for your patience and the information provided.

Based on the provided information, we believe the case is on the same trajectory as this one https://casino.guru/complaints/wildz-casino-player-requests-refund-due-to-account

Our recommendation is for you to involve the casino's regulator in deciding whether it was the casino's obligation to include the information about your status when changing ownership. https://www.mga.org.mt/player-hub/lodge-a-complaint

Contrary to the case above, the evidence for the fact that your account was excluded due to gambling issues under the previous owner wasn't provided to us for review. Please let me know how you would like to proceed.

Dear gamblingproblem92,

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,
Tomas
Casino.Guru