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

I have emailed to close my account at least 10 times and have had no success. They have allowed me to continue gambling and losing money despite numerous attempts to permanently close my account. Looking for some assistance with trying to get any potential refund and my account closed. I have more emails other than the 5 I was able to attach to this complaint.

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Dear Casinouser99,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello I have forwarded all mails, some of which have had no reply which you will notice.

please let me know when you need anything else.

the reason for the request of account closure was due to gambling addiction and me not being able to afford to continue to deposit which I have mentioned in some of the mails

thanks

hello is there any update on this?

Thank you for your emails. I have reviewed your account closure requests, and I have not found any messages where you mentioned gambling addiction. Could you please specify when exactly you informed the casino that you were suffering from gambling problems and wished to close your account because of that?

Dear Casinouser99,

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.

Hello I don’t think I specifically used these words, however I think I made it pretty clear with the repeated attempts to close my account and sometimes practically begging. I have also mentioned that I could not afford to deposit yet they did nothing.

Thank you for your reply.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Wild Robin Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

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

Please send another email to Wild Robin Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

I have now managed to close the account, however do you think there is any way to get back at least some of the money lost?

Hello Casinouser99,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I’m glad to hear that your account has now been successfully closed. I also understand your frustration regarding the losses you incurred. However, after carefully reviewing all the communication you provided, I must clarify an important point.

While you requested account closure multiple times, there was no clear and explicit mention of gambling addiction or a request for self-exclusion due to gambling problems in your original messages sent to the casino. From a responsible gambling perspective, casinos are only obligated to take specific protective actions—such as permanent self-exclusion or refund considerations—once gambling addiction is clearly and unambiguously stated.

Repeated requests to close an account or statements about financial difficulties alone are not sufficient to be treated as a self-exclusion request due to gambling addiction.

Refunds related to responsible gambling breaches are generally considered only for deposits made after a player has clearly informed the casino about their gambling problem. If you have not made any deposits after explicitly mentioning gambling addiction, we are unable to request or justify any refund.

Dear Casinouser99,

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,
Veronika
Casino.Guru