Wild Robin Casino - Player's account remains accessible despite closure requests.

I am submitting this as a formal complaint regarding the handling of my account and my repeated requests for permanent account closure.

I have repeatedly and explicitly asked WildRobin to close and block my account:

Despite my repeated requests, my account remained accessible.

Today, 8 August 2026, I was still able to deposit and gamble. I have lost approximately €2,000 today.

I want my money back! I asked to close it multiple times! If it had been closed, I never would have done this. In Belgium, I had myself blocked everywhere through the Gaming Commission—years ago!

It’s not legal. I also have proof in the form of emails showing I asked to close the account multiple times, but they kept coming up with excuses!

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Dear Stefanietjevh,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me all the account closure requests you sent to the casino, along with the casino's responses? Kindly include the full, original emails, not just screenshots. You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I have already forwarded all the emails I found to you.

thanks

Thank you for your emails. I am glad to hear that the casino has approved your refund request. Did you respond to their email requesting your full name and bank details? If so, have you received any response in the meantime?

Hi, yes, I requested a refund, and the money was back in my account yesterday! The account is now fully closed as well!

Dear Stefanietjevh,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru