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

Hi, 

I would like to raise a formal complaint. 

On the 28/01/2026 I wrote to you regarding suffering from a gambling addiction and questioned why my account had not been closed after numerous emails stating I want to close my account. 

I first started emailing for my account to be closed on the 24/04/2025, and on numerous occasions I replied to your emails wanting me to confirm that I do want to close my account, however my account never got closed, leading me to spend money I don’t not have. 

It is now the 30/03/2026 and my account is still open for me to spend money on, that I cannot control.

I am currently signed up to GameStop, and other gambling prevention sites to help me stop gambling, but Wild Robin casino has let me down massively after numerous cries for help to close my account. 

I want this investigating and the money back from the period I staying I had a gambling addiction and my account should have been closed.. 

Kindly regards 

Ben 

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Dear Ben.Mach,

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).

I went over the communication you shared, and it's clear that during this communication, no gambling issues, addiction, or loss of control were disclosed. If there is any other communication between you and the casino where you hint at any of these issues, please forward it to me as evidence. Make sure the sender, recipient, and date are included. My email is 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."

If your account in the casino is still accessible, I recommend you send the self-exclusion to the support of the casino and separately to your VIP manager if you are still in contact with them. You can include me in the copy of the email as well.

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

Good evening,

Thank you so much for looking into my case. I have sent an email to tomas@casino.guru with the relevant information that supports my gambling addiction and the email I sent to WildRobin on the 28/01/2026 stating my gambling addiction to them.

I look forward to Tomas receiving my email and the actions that will be taken moving forward.

Hello Ben.Mach,

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.

Have you kept any responses you received from the casino following your disclosure of gambling issues on January 27th?

After you learned your request wasn't processed, have you made any further attempts to reach out to support between then and today?

Would you be able to forward them to me for review? My email is tomas@casino.guru

Looking forward to your reply.

Dear Ben.Mach,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru