Wild Robin Casino - Player’s account is closed after withdrawal request.

Made my first withdrawal request after setting up account after playing for some time. Balance was £1500. Withdrawal was cancelled and my account blocked. Casino are stating that I breached terms and have closed account cancelled all balances and withdrawals. I was told that I would receive the £1500 as a refund upon closure. Finally received email stating I breached terms t and x but no explanation of what exactly. I strongly deny this and have not breached t and c. Convienient that my account is closed only after I requested refund. Chat agents won’t help me.

Dear Km2025,

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 were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• 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? 

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

Best regards,

Tomas

Hello

I opened the account only a couple days prior to my account being blocked. I had then won a total of £1500. My account was opened without the need for derivation as the stated my account did not required verification.

my withdrawal limit was capped at £500 per day. So I requested £500 with drawal which remained pending. The following day I requested another £500 withdrawal.

later on that day I received two emails which were cancellation of withdrawal notifications.

I tried to login to my account and it stated that my account was under review. I was a fairly new member of the casino as I believe it was a fairly new casino.

I never used any bonuses whatsoever. And the only cakes I played were online slots 🙂

many thanks

Thanks for your reply.

Could you please forward the email you received from the casino regarding the breach of terms and conditions?

Send it to my email at tomas@casino.guru

Thanks in advance for your cooperation.

I have emailed this now and I have sent you the chat transcript where the chat agent advised me I would receive my refund of my account balance.

Thank you very much, Km2025, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Km2025, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Wild Robin Casino outside this complaint thread and let you know any new information once I receive it.

Thank you. Do they have an obligation to respond to you?

Dear Km2025,

as we are not official government lawmakers, we do not possess jurisdiction over casinos and their activities. Our role is to act as mediators, striving to address and resolve complaints to the best of our ability. In conclusion, they are under no obligation to respond to our messages.

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.

Dear Km2025,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. 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 will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina Duboak

We’ve reopened this complaint at the request of Wild Robin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Wild Robin Casino,

could you please provide more information about this case?

Looking forward to your reply,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Km2025,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina