Wild Robin Casino - Player’s account remains open after closure request.

Hello, I closer my account on 14.05.2025 due to the reason- gambling. I thought that the problem was solved because i received the confirmation that the account was closed. Unfortunately they sent my numerous bonus offered and I decided to check if the account was blocked as they confirmed. Unfortunately not. I deposited 1000 PLN. I want to get back this money and close my account permanently as I requested for the first time. Could you Please helo me get back my money?

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Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling problems via email at support@wildrobin.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Wild Robin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello, I managed to close my account once again, but I received the information that if I change my mind, they will be more than happy to Bering my request to reopen the account. I closed my account on 14.05.2025 marking that I have gambling problem and demending to close my account forever. On 27.03.2026 I received the info about bonus and named as VIP customer. I would like to underline that I never contacted Wildrobin to reopen my account. I clicked the link in theirs e-mail and easily entered the page. I deposited there 1000 PLN in total. It was the trigger for me. I contacted wildrobin describing the situation and requesting the refund, I will send them reminder putting you in the copy, so that you would have whole correapondance sińce may 2025. Thank you.

I am attaching both mails as well about the closure-one from 14.05.2025 and second one from 29.03.2026

And what is more I am pretty sure that it is not a good practice to send any communications from the Casino to players who announced the problem with gambling, not mentioning the proposals of bonuses or VIP level and reopen the account(on their request or as it was in my case without my knowledge). It was a real trigger for me.I Told them many times in May 2025 to close my account forever due to gambling problems

Thanks for providing me with the update via email.

Please let me know whether the casino processed your refund.

Please let me know if we can consider the issue resolved.

Hello, unfortunately not and I cannot receive aby update from these side… do you have maybe the magic solution to push them🙂?

My refund is still not proceded…

Hello MagdaD,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Did the casino process your refund since your last post?

Please let me know.

Seriously? No,they didn’t. I waited for you 2 weeks in order to be asked the same question? Really?

Thanks for your reply.

Please note that refunds might take up to a month to process. If you won't receive it by May 3rd or if there are any obstacles not previously communicated, we'll contact the casino and ask them for assistance.

Thanks in advance for your understanding in the matter.

I turned to Casino on 27.03 and Where is writerem that it could take one month? i saw in their rules 10 days.

Before opening a complaint, I investigated the same case with Will Casino, where Casino Guru responded almost immediately, without explaining that the casino had a 30-day refund period. The problem is that you're not helpful here, and there's no 30-day refund period.

Thanks for your reply.

I went over the recent communication you shared.

• Do I understand correctly that the casino couldn't process a refund to your Unicredit Bank account? Have you received any feedback about what information is missing?

Please note that Revolut is a Lithuanian bank.

• Did the casino accept the bank details from either bank? Please let me know.

I apologize for the inconvenience.

No.no reply. I don’t know Where is a problem. I gave the details for 4 times.

Advising your question tomorrow. Nothing changed from 27.03.I gave 4th times the details of my bank account either polisy and international. The communication is really hard. I really hope that finally you will turn to Casino tomorrow.

Dear MagdaD,

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, Igor (igor.p@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,

Tomas

Dear MagdaD,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wild Robin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Wild Robin Casino representative to join this conversation and participate in resolving this complaint.

Dear Wild Robin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Once there is any update, we will inform you immediately.

Best regards,

WildRobin Team

Dear Wild Robin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear MagdaD,

We truly appreciate your patience.

We would like to inform you that we have contacted you via email.

Please check it when possible.

Thank you for the cooperation.

Best regards,

WildRobin Team

I gave you for 10 times my bank account!!!!!!!!!!!!!!!!!!!!!!!!. I cannot gain my monet sińce 27.03.2026. I have never met something like that. You are simple scammers.

Dear MagdaD,

I completely understand your frustration in this situation, especially when it seems like the case is not moving forward.

However, I would kindly ask you to remain patient and wait for the casino’s explanation and further insight.

I will now ask the casino about the issue with your bank details.

Dear Wild Robin Casino,

The player has sent me numerous emails in which they forwarded you their bank details.

However, the player is still being asked to provide the same information without any further explanation as to why this is happening.

Therefore, I would like to ask you to provide any and all information related to this case, and most importantly, explain why the player is being repeatedly asked for their bank details.

If there is anything wrong with the provided details, or if you would like to discuss anything further, please feel free to ask.

Dear all,

The casino representative reached out to me via email and informed me that the withdrawal was initiated and should be processed in the near future.

I would kindly ask the casino to let us know once the refund has been fully processed on their side. Thank you.

Dear MagdaD,

You should expect your refund to be processed in the near future. Please let us know once it has been credited to your bank account.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

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.

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

Dear MagdaD,

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,

Igor