The player from Germany requested the permanent closure of her WildRobin account due to gambling addiction, which was confirmed by the casino. However, she continued to receive marketing emails and found her account reactivated, leading her to deposit €390 and gamble it away. Despite her request for a refund, the casino refused, citing terms and conditions, while she argues they violated their obligations.
Wild Robin Casino - Player’s account is reopened against closure request.
Opened
Current status
Waiting for player to reply
6d 20h 56m 13s
Wild Robin Casino
Safety Index 6.4 Below averageCase summary
Discussion
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yesterday
Translation
On December 2, 2025, I requested the permanent closure of my WildRobin account due to my gambling addiction, which the casino confirmed to me in writing on the same day (support ticket V1L6ME-3EZG4). Contrary to this confirmation, I continued to receive marketing emails from December 2025 to June 2026. In June 2026, I discovered that my account was effectively usable again. As a result of this unauthorized contact, I deposited €390 and gambled it away.
On June 30, 2026, I filed my first complaint requesting a refund. On July 4, 2026, the casino refused the refund, citing Terms and Conditions 6.6.2 (Ticket ID: 52811640, Support Representative: Rue). On August 6, 2026, I escalated the complaint to the Curacao Gaming Authority and Casino Guru.
The casino is refusing a refund, citing terms and conditions section 6.6.2 (no refund after wagering). However, this clause is inapplicable, as the casino has fundamentally violated its own terms and conditions and player protection obligations by unilaterally reactivating the account and continuing its marketing communications.
I have repeatedly requested that WildRobin refund €390 and permanently and irreversibly block my account.
All relevant documents are available: Account closure confirmation dated December 2, 2025 (Rafael, WildRobin Support), screenshots of marketing emails (December 2025 – June 2026), transaction records for €390 and complete support correspondence (ticket IDs: 52811640, V1L6ME-3EZG4, LL6MR4-N359J).
I request that you review the case and assist me in clarifying the facts.
Warm regards,
Annette
Automatic translation:
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3 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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3 hours ago
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
