Wild Robin Casino - Player's account closure request is ignored.

I’ve asked wild Robin to close my account so many times and made it clear that the reason is because I’m a gambling addict. They refuse to get back to me and continue to abuse my addiction by ignoring my requests and accepting vast amounts of money when I relapse.

Dear ben1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account with Wild Robin.

To better understand the situation and assist you effectively, could you please provide answers to the following questions?

• Can you specify how many times you have requested to close your account?
• What method did you use to communicate your requests (e.g., email, live chat, phone) and have you received any responses?
• Could you share any reference numbers or correspondence details that may help us trace your communications?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication that you would like to forward, please send it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for you response I appreciate the help. I’ve now send you three emails further explaining the situation. You will see in these email chains that I’ve asked wildrobin to close my account multiple times as they’ve refused to do so leading to a massive loss of money.

Hello,

Thank you very much for your cooperation so far.

To ensure we fully understand your case and proceed correctly, could you please review and confirm the following timeline based on the information we currently have:

• 9 April 2025 – You emailed the casino stating that you want to close your account due to a gambling addiction.
• 7 May 2025 – The casino replied, informing you that your remaining balance would be voided.
• 7 May 2025 – You responded saying you no longer wanted your account to be closed.
• 12 May 2025 – The casino replied saying they were happy to hear you would remain a player.
• 23 May 2025 – You emailed the casino again, this time stating your final decision to close your account.
• 5 June 2025 – The casino replied that your balance would be voided due to the closure.

To complete the timeline and move forward, could you please clarify the following:

1. Did you have any communication with the casino between 9 April and 7 May, especially regarding your gambling issue or the status of your account?
2. When was your account finally closed for good?

Your confirmation of this timeline and the additional details will help us assess the situation fairly.

Thank you in advance for your reply.

Hello,

I have set out a chronology below of the emails between myself and Wild Robin.

My account closure requests actually began on 18 March 25. The vast majority of these were ignored despite my repeated requests and explanation of my gambling addiction. When I did receive a response on18th March I confirmed that I required my account to be closed.

There were multiple emails after this asking for account closure which were ignored until they responded again on 7th May, due to being ignored I lost a large sum. I replied to them on 7th May saying account closure no longer required, the reason for this is there was a sum of money in the account which I was trying to withdraw which they would have voided if I had agreed account closure at that time.

On 23rd May I confirmed I wished for the account to be closed with immediate effect; this was ignored until 5th June leading to further sums being lost.

There was no communication from Wild Robin between 9th April and 7th May.

I have not replied to 5th June email as I have decided to raise this directly with Casino Guru. Wild Robin have clearly acted in bad faith, they knew I was a gambling addict, refused to close my account for long periods of time and accepted multiple deposits.

All the original email are in the email chains I've sent you but can resent if necessary.

Thank you for your help

The emails are set out below:

• Email from me to Wild Robin on 18 Mar 2025

Hello, I am sending you this email as I would like to request closure of my account. Please proceed to close.

• Email from Wild Robin to me 18 Mar 2025, 14:07 EET

Thank you for contacting our Customer Support team. 

 We recently received your request to close your account, and we wanted to take a moment to reach out personally. First and foremost, we want to express our gratitude for your time with us and say that we are genuinely sorry to hear that you are considering this decision. We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

Once we have this information, we will proceed with your request promptly.

 

• From me to Wild Robin 18 March 2025

Thanks you for your email. Yes please proceed to close account. 

• From me to Wild Robin 19 Mar 2025

Please close my account as requested. 

 

• From me to Wild Robin 24 March 2025

To: support@wildrobin.com

Subject: Re: Account Manager WildRobin

I’ve requested three times to close My account but you refused to do So. I requested this due to me having a gambling addiction. I can evidence all three requests to close my account through the emails I have sent. Due to you refusing my requests I have spent more money on your platform today which I wouldn’t have been able to do had you granted my requests. I ask that you refund what I’ve spent today or if you refuse to do so please provide me with the details of the independent authority that oversees your practices so that I can lodge my complaint with them directly. 

• From me to Wild Robin 25 March 2025

Subject: Complaint

Please could I have a response to my below email?

 

• From me to Wild Robin 9 Apr 2025, 19:11 EEST

Hello,

 

Please close my account. I have asked you to do this many times but have not received a response. This is despite me telling you that I am a gambling addict yet you continue to take my money. Why are you refusing to do this or respond? It is completely unethical. 

 

Kind regards,

 

• From Wild Robin to me 7 May 2025

Dear Ben,

Thank you for contacting our support team.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

• From me to Wild Robin 7 May 2025

Thank you for the email. I no longer wish to close my account. Please keep it open. 

 

• From me to Wild Robin 23 May 2025

Dear Wild Robin 

 Please proceed to close my account with immediate effect. Final decision. 

 Ben 

 

• From Wild Robin to me 5 Jun 2025

Hello Ben,

 

Thank you for reaching out to us!

 

I hope you're great! Lucy here, your dedicated VIP Manager at WildRobin.

 

We would like to inform you that, in accordance with our Terms and Conditions, any remaining balance in your game account will be forfeited during the closure process.

 

If you wish to proceed with the account closure, please confirm your decision by replying to this email.

 

 

Hello,

Thank you very much for providing the detailed email history and for clarifying the situation — and please accept my sincere apologies for my delayed reply. I truly appreciate your patience and cooperation.

Based on what you’ve shared, we understand that you first clearly mentioned your gambling addiction on 24 March 2025, and repeated this in later emails.

To finalise our review and proceed properly, could you please confirm:

• Was your account ever actually closed? If yes, could you let us know the exact date or share any confirmation you received from the casino? If not, please confirm whether it is still open at this moment.

Thank you again for your help — I look forward to your reply.

Thank you for you response. My account remains open, in addition to Wild Robin being held accountable I would like my account to be closed. I have ceased to correspond with them as they didn’t close my account previously despite repeated requests. I have taken steps to try and address my gambling addiction and have not been using their service.

Dear Ben,

Thank you once again for your response and for taking important steps toward addressing your gambling addiction.

Since you’ve confirmed that your account remains open despite multiple clear requests for permanent closure — including several where you mentioned your gambling problem — and the casino has failed to act accordingly, we will be contacting them on your behalf.

However, before we proceed, we strongly recommend that you install BetBlocker, a free self-exclusion tool provided by a UK-registered charity we support as part of our Global Self-Exclusion Initiative.

You can download it here:

👉 https://betblocker.org/

BetBlocker is quick to install, works across multiple devices, supports 15 languages, and helps you block access to over 87,000 gambling websites. You can use it anonymously and choose between full or time-limited restrictions based on your needs.

Please do not tick the box to block gambling information sites — doing so would also block access to the Casino.Guru website and interrupt our communication.

Once you’ve installed BetBlocker, just let us know — and we’ll immediately move forward with contacting the casino to demand proper action on your account closure request.

Thank you again for your cooperation and your trust.

Thank you so much for your assistance so far. I’ve looked at bet blocker and I’m hesitant to use it given the reviews I’ve seen which are very negative. Also I’m not concerned about gambling because everything I have was lost and my finances are dealt with now by my parter so I no longer keep any money in my account. I finally hit my rock bottom and came clean and received the help I need. For some it can be fun but for me it took me to a very dark place. As you’ve seen i begged to close my account with wild Robin and told them I was a gambling addict yet they continued to feed off that addiction for their gain and they should be held accountable!

Thank you very much, ben1988, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef (jozef.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear ben1988,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Ben,

Thank you for sharing such a personal matter with us. We sincerely apologise that you are going through this difficult time, and we commend your courage in taking steps towards recovery. We wish you strength and success on your journey.

Additionally, we apologise for the delay in processing your account closure. Please be assured that your account has now been permanently closed as requested.

Regarding your refund request, we have forwarded the matter to the appropriate department for review. You will be contacted with an update as soon as possible.

Kindest regards,

Wild Robin

Dear Ben,

We have emailed you.

We are looking forward to receiving your update.

Kind Regards,

Wild Robin

Dear ben1988,

could you please react?

Dear Jozef, I have received a refund offer from Wild Robin by email. It is nowhere near that amount that I lost due to my account not being closed. Do you advise that I now correspond with them directly by email in order to reach a satisfactory resolution? I am hopeful that we may be able to reach an agreement and am glad to receive an acknowledgement of their error.

Dear ben1988,

Of course, I recommend you continue communicating with them and please keep me informed about the outcome.

In the meantime, I am extending the timer by 7 days. Let me know if you have any questions.

Hello, I replied to Wild Robins offer last week and have sent a further email today and have not yet received a response from them. I am hoping to resolve the matter but that requires a dialogue.

Dear ben1988,

Has the communication with the casino started, or are you still not receiving any response from them?

Dear Jozef,

I received an email from Wild Robin on 7th July with an offer of a partial refund

I responded to them on 11th July and again sent a further email to them asking for a response on 15th July. I have not received a response to either of those emails. 

It is disappointing as it had seemed they were willing to try and resolve the issue but have since ignored me which is how this problem occurred in the first place.  

I can forward you the email chain if that would assist. 

Thanks you for your assistance. 

Dear Wild Robin Casino team,

Could you please react?

Dear all,

We have sent a reply via email, and are now waiting for the player's response to proceed.

Wild Robin

I’ve responded to the email and await a response. Thank you.

Dear ben1988,

I am extending the timer by 7 days. Please, let us know if there are any news.

Thank you Jozef, perhaps you could prompt Wild Robin to respond to me as following a long delay they responded last time after you asked them to.

Wild Robin have replied, I have now provided them with the relevant details so that a refund payment can be made. I’d be grateful if you could prompt Wild Robin on here so that my email gets actioned. Many thanks.

Dear all,

The details have been forwarded to the financial department to process the payment as soon as possible.

Kind Regards,

Wild Robin

I had received an email from Wild Robin informing me that the refund was being processed. I have now received a further email from them stating that the refund withdrawal has been cancelled. I have responded seeking clarification and again provided my account details. I’d be grateful if Wild Robin could be promoted to reply to me. Thank you.

Dear all,

We are glad to inform that the payment has been completed.

Kind Regards,

WildRobin

I confirm that payment has been received. Thank you so much Casino Guru for helping me resolve the situation.

Dear ben1988,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef