Wild Robin Casino - Player's account has been closed but still allowing access.

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Dear ZOINGERZ,

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

To assist you better, I would like to ask a few questions to clarify your situation:

• Can you provide the exact dates and amounts of the transactions that occurred after the account closure?
• Do you have any specific timestamps of the events or additional communication regarding your account closure other than the emails you mentioned?
• Could you please share the details of your login history during the period you were able to access your account post-closure?

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,

Petra

Hi,

Wild Robin has stopped responding.

Primary issue (what I’m asking you to pursue):

My account was confirmed permanently closed for my protection, but I later regained access and was able to gamble again. I’m requesting a refund of the money lost after the confirmed closure (approx. CAD $600 — I can provide exact amount/date and transaction history).

Proof the account was meant to be permanently closed:

Sep 2, 2025 (VIP Manager Calvin): "Would you like us to close your account permanently to ensure you are fully protected moving forward…"

I replied: "Please close permanently…" then "Proceed."

Wild Robin confirmed: "your account has been closed upon your request."

They reiterated later (Oct 9, 2025): "your account has been closed… in accordance with your request."

Post-closure breach:

Despite the above, I was able to log in and gamble again, resulting in additional losses (approx. CAD $600). This should not be possible if the closure/self-exclusion was applied correctly.

What I need from the casino (to verify and resolve):

Account status logs showing when closure/self-exclusion was applied and whether/when it was lifted (and by whom).

Login/access logs showing when I regained access.

Deposit/bet history for the post-closure incident confirming the exact net loss amount.

Resolution requested:

Refund of the full post-closure loss amount.

Written confirmation my account is permanently closed/self-excluded and cannot be accessed again.

Secondary (settlement request, not my primary claim):

Before closure, I lost approximately CAD $32,000. I’m mentioning this only because the post-closure breach shows the casino’s player-protection/closure controls were not reliable. To be clear, I’m not asking you to adjudicate the full CAD $32,000 as part of this post-closure refund request — I’m mentioning it only to document why permanent closure/self-exclusion was requested and why the post-closure breach is especially serious. Once the post-closure breach is confirmed via logs, I’m also requesting you ask the casino to consider a good-faith settlement regarding the earlier losses.

I can provide the emails confirming permanent closure and proof of the post-closure transactions. If you share your email please

Thanks,

Thank you for your reply and for providing the previous details, ZOINGERZ.

• Is there any additional evidence you can provide regarding your betting/transcation history following the account closure?
• Also, have you attempted to contact Wild Robin’s support team about this issue? If so, could you please share their response?

You may send all relevant documents to petra.h@casino.guru or upload the screenshots directly to the complaint thread.

Once I receive these documents or your confirmation, I will proceed with the case to the next step of the resolution process.

Thank you again for your cooperation.

Dear ZOINGERZ

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear ZOINGERZ,

I am sorry to hear about the issue you are experiencing with the casino. I have taken note of your communication with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wild Robin Casino to join this conversation and assist in addressing the complaint.

Dear Wild Robin Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

ZOINGERZ

I wish to inform you that the casino has responded via email. I will engage them and provide you with an update as soon as possible.

Ok

ZOINGERZ

I am wating for the casino's response. They have not responded since my last update.

ZOINGERZ

Unfortunately, the casino has not responded to our attempts to engage them in resolving this complaint. Without the casino’s cooperation, our ability to further investigate or mediate the matter is significantly limited.

As a result, we will now proceed with closing the complaint and marking it as "unresolved" in our system.

I understand that this is not the outcome you were hoping for, and I sincerely regret that we were unable to assist further in reaching a resolution. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach and respond in the future. Should the casino decide to cooperate at a later stage, we can reopen the complaint, and you will be notified by email accordingly.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am truly sorry that I could not be of more help on this occasion, and I appreciate your patience and cooperation throughout the process.

Best regards,

Munya Shumba