Wild Robin Casino - Player’s account is reopened against closure request.

Am 2. Dezember 2025 beantragte ich die dauerhafte Schließung meines WildRobin-Kontos aufgrund meiner Spielsucht, was mir vom Casino noch am selben Tag schriftlich bestätigt wurde (Support-Ticket V1L6ME-3EZG4). Entgegen dieser Bestätigung erhielt ich in der Folgezeit von Dezember 2025 bis Juni 2026 weiterhin Marketing-E-Mails. Im Juni 2026 stellte ich fest, dass mein Konto faktisch wieder nutzbar war. Infolge dieser unzulässigen Kontaktaufnahme zahlte ich 390 € ein und verspielt diese.

Am 30. Juni 2026 reichte ich meine erste Beschwerde mit Erstattungsforderung ein. Am 4. Juli 2026 verweigerte das Casino die Erstattung unter Verweis auf AGB 6.6.2 (Ticket-ID: 52811640, Support-Mitarbeiter: Rue). Am 6. August 2026 habe ich die Beschwerde an die Curacao Gaming Authority und Casino Guru eskaliert.

Das Casino verweigert die Erstattung unter Verweis auf AGB 6.6.2 (keine Erstattung nach Wetteinsatz). Diese Klausel ist jedoch nicht anwendbar, da das Casino durch die eigenmächtige Kontoreaktivierung und fortgesetzte Marketing-Kommunikation fundamental gegen eigene AGB und Spielerschutzpflichten verstoßen hat.

Ich forderte WildRobin bereits mehrfach auf, 390 € zu erstatten sowie mein Konto endgültig und irreversibel zu sperren.

Alle relevanten Unterlagen liegen vor: Kontoschließungsbestätigung vom 02.12.2025 (Rafael, WildRobin Support), Screenshots der Marketing-E-Mails (Dez. 2025 – Juni 2026), Transaktionsnachweise über 390 € und vollständige Support-Korrespondenz (Ticket-IDs: 52811640, V1L6ME-3EZG4, LL6MR4-N359J).

Ich bitte um Prüfung des Falls und um eure Unterstützung bei der Klärung des Sachverhalts.

Herzliche Grüße,

Annette

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Dear Bpro,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru. Kindly include all the other evidence you mentioned in your post as well.

Thank you in advance for your cooperation.

Best regards,

Veronika

Liebe Veronika,

ich habe dir eben 2 E-Mails zu diesem Vorgang gesendet .

Herzliche Grüße,

Annett

Dear Bpro

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, Martin (martin.l@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,

Veronika

Hello Bpro,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Wild Robin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

According to our current understanding, it seems a previously permanently excluded account was reopened, which should not happen under any circumstances. I understand the rule you have referenced, but it cannot be applied in this situation. We therefore believe losses incurred after reopening should be refunded.

Thank you in advance for providing us with your view of the issue. In case you believe the account was not excluded or there is different information which is relevant to this case, please let me know here or at martin.l@casino.guru

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 Bpro,

Unfortunately, Wild Robin Casino has not responded to my messages despite being given two opportunities to participate in the resolution of this complaint.

The evidence you provided shows that you explicitly requested the permanent closure of your account because of a serious gambling addiction and that the casino confirmed its closure. The casino has not explained how the account subsequently became usable again or addressed the losses you incurred after this happened.

As we have been unable to obtain the casino’s cooperation, I am closing the complaint as unresolved. This will negatively affect the casino’s Safety Index. If the casino contacts us later and provides relevant information, the complaint may be reopened.

Since you mentioned struggling with gambling addiction, I also recommend using BetBlocker. It is a free tool that can block access to gambling websites and applications across your devices for a period selected by you.

I am sorry that we could not achieve a direct resolution.