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 

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.

Stay safe.

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