The player from the Netherlands closed his account at Wild Robin casino due to concerns about it being potentially illegal in his country. Despite this, he won €3,000 after requesting closure and had €2,500 remaining in his account, which he could not access. He sought assistance in retrieving his funds. The issue remained unresolved as the player did not respond to inquiries from the Complaints Team, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future.
Wild Robin Casino - Player’s account has been closed with funds remaining.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
Translation
Dear Casino Guru,
Over the past few weeks I've been playing at Wild Robin casino, depositing over €1000.
After losing several times, including my deposited amounts and not cashing out anything, I emotionally decided to close my account.
I sent this email on July 27th, requesting that it be closed, also because it might be an "illegal" casino for the Netherlands.
The website is almost entirely in Dutch, which gives a different impression.
On July 29th, I played again for about €150, also because my account hadn't been closed. I won about €3,000, of which €500 was submitted for a payout.
While I was playing with 2500 euros left in my account, buying a bonus game in Orphan Organ, my account was "closed".
There is still 2500 euros in my account, even though I don't have access to it. This is my own money, not a bonus!
I'd like to receive my money, either through their own transfer. I haven't gone through any KYC procedures yet.
I hope you can help, otherwise I will be out 3000 euros, which would also help me enormously financially.
Automatic translation:
Public
Public
7 months 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 I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Have you contacted casino support and asked for assistance regarding the payout status and the status of your remaining balance? What response have you received?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issues of account closure, payout status and remaining balance status? 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
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.
Public
Public
7 months ago
Hello,
Yesterday they payout 500 euro, i have in my mail also different withdrawels from them.
I hope that in receive it soon
Public
Public
7 months ago
Has the casino informed you about processing the remaining funds in your account?
If there is any communication between you and the casino discussing the issue regarding the remaining 2500€, kindly forward it to my email at tomas@casino.guru
Looking forward to your reply.
Public
Public
7 months ago
Dear MrHolland,
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.
Public
Public
6 months ago
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
