The player from Italy requested the permanent closure of their account at WildRobin on November 6, 2025, but the account remains active despite confirmation of the closure. They have since made additional deposits totaling €400 and are now seeking a refund due to their gambling issues.
Wild Robin Casino - Player’s account closure request was ignored.
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Current status
Waiting for player to reply
6d 6h 21m 43s
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
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yesterday
Translation
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.
Automatic translation:
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17 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
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17 hours ago
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
