Wild Robin Casino - Player’s account has been closed.

Hello, I would like to share my bad experience with this casino. I deposited and won a maximum of PLN 30,000. In total, I won PLN 32,000. Unfortunately, the casino prolonged the verification process, which took over 15 days, and withdrawals took a long time. The casino didn't communicate well with me. They redirected me from email to live chat, from live chat to email, etc. On July 11th, I received an email asking me to provide my withdrawal details so they could withdraw my funds manually because I haven't been able to log into my account for over a week without any reason. Today, I was informed that my account has been blocked for absolutely nothing. I would like to recover the funds owed to me because the casino is making verification difficult and delaying withdrawals. I can send proof by email and I will send everything you need. Best regards.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to better assist you with this situation, could you please provide us with some additional details?

• Could you please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I sent you all my documents on your mail, thank you for help

So im waiting

Could you please forward me the email you received from the casino after your account was blocked again? The pictures you sent were of low quality, and I have not been able to read them.

Please forward the original email rather than screenshots, if possible. You can send it to my email address: veronika.f@casino.guru.

I sent to you

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay so im waiting again

Hello there,

Thank you Dominik430 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Robin Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello, so im waiting

Dear Peter,

We have sent you an email regarding this case, in which we explain our position in detail.

Kindly review it at your earliest convenience.

Best regards,

Wild Robin Team

Thank you for providing me with the information Wild Robin Casino representative.

Dear Dominik430, the casino has provided me with evidence that you have received funds from a third party which you used to deposit into the casino. As you may know it is an industry policy that each player may only use funds that belong to them, and as such, your activity constitutes a clear violation of this policy and is considered to be collusion. Because of that, we believe the steps the casino has taken are justified, and we will subsequently reject your complaints. Thank you for your understanding.

Kind regards,

Peter