The player from Norway submitted a complaint against WildRobin Casino for failing to enforce a permanent account closure he had requested on November 26, 2025, due to responsible gambling concerns. Despite receiving confirmation of the closure, he continued to receive promotional messages and incurred losses totaling 2,000 NOK after that date. He requested a refund for these losses. The complaint was declined because the player's original closure request cited "responsible gambling" but did not explicitly mention gambling addiction, which was required under the policy to enforce strict self-exclusion and refund losses. Therefore, the casino's failure to enforce closure was treated as a standard account closure issue, and no compensation was mandated. The player was informed about available responsible gambling support services.
Wild Robin Casino - Player’s account should be closed but is still active.
Unjustified complaint
Amount: 2,000 kr
Wild Robin Casino
Safety Index:Above averageCase summary
I am submitting this complaint regarding WildRobin Casino’s failure to enforce my permanent account closure and their breach of responsible gambling obligations.
On November 26, 2025, I formally requested the permanent closure of my account due to responsible gambling concerns. I clearly stated that I did not want to receive any promotional messages or marketing communications.
On November 26, 2025, I received written confirmation that my account had been permanently closed.
Despite this confirmation, on January 29, 2026, I was still receiving promotional communications and my account had not been properly closed. I was able to access the platform and incurred losses totaling 2,000 NOK after the confirmed closure date.
I have retained all email confirmations and screenshots proving:
My permanent closure request
Their written confirmation of permanent closure
Continued promotional messages
Ongoing communications despite my complaint
Additionally, when I requested full licensing details (legal entity name, licensing authority, and license number), support failed to provide transparent information.
Responsible gambling is a fundamental obligation for any licensed operator. Confirming permanent account closure and then allowing continued access and promotional targeting represents a serious failure of duty of care.
I am requesting a full refund of 2,000 NOK, representing the losses incurred after November 26, 2025, the confirmed permanent closure date.
Evidence are attached.
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.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you request your account to be reopened, or were you able to access it in January without submitting any reopening request?
- Did you regularly receive promotional emails after your self-exclusion, or did this occur only on January 29?
- Is your account currently still open, or has it been closed by the casino in the meantime?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello Veronika,
Thank you for your response.
Here are the clarifications:
• I did NOT request my account to be reopened at any time. I was able to access it in January without submitting any reopening request.
• After my permanent closure request (November 26) and confirmation (November 26), I received promotional SMS messages on December 5. I blocked the senders at that time.
• On January 29, I received a promotional email again. After receiving that email, I logged in and unfortunately started playing again. Before that moment, I had managed to stay away from gambling despite being in a very difficult period due to my addiction and its impact on my work environment.
• Yesterday, February 11, I received another promotional email, even though I had already submitted a formal complaint to the casino support about this issue. They did not properly respond to my complaint, and live chat support did not show any concern regarding my responsible gambling situation.
To clarify: I never requested reopening. The account appears to have remained accessible despite written confirmation of permanent closure.
I suffer from gambling addiction, which is why I requested permanent closure in the first place. Their continued marketing communications and failure to enforce closure directly contributed to my relapse and the 2,000 NOK loss.
I can provide all promotional emails and SMS evidence, including the message received on February 11, if required.
Thank you for your assistance.
Best regards,
Ridha
- Have you ever disclosed gambling addiction or gambling-related problems as the reason for requesting the closure of your account? In your original self-exclusion request, you stated that you wanted to close your account due to "responsible gambling".
- Could you also please forward me the most recent conversations between you and the casino customer support regarding the reopening of your account?
- Has your account been closed by the casino in the meantime? If so, when exactly?
1- My original closure request was made under responsible gambling grounds.
On 26 November 2025, the casino confirmed in writing that my account was "permanently and irrevocably closed."
2- I never requested reopening of the account.
3- Despite the written confirmation of permanent closure, deposits were accepted after 26 November 2025.
4- The account was only effectively closed later, on 14 February 2026, after I filed my complaint.
5- The casino refused a refund based on clause 6.6.2. This clause concerns deposits used for betting on active accounts. It is not applicable where a permanently closed account should not have been operational in the first place.
The contradiction is clear:
They confirmed permanent and irreversible closure in November 2025, yet the account remained operational until February 2026.
A permanently closed account cannot logically continue to accept deposits. Therefore, either the November confirmation was inaccurate, or the closure was not technically enforced.
Clause 6.6.2 is irrelevant in this context because the issue is not betting losses — it is the failure to enforce confirmed permanent closure under responsible gambling.
Relevent chat transcript and complaint reply are send it to :veronika.f@casino.guru
Hello ridha,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear ridha,
Thank you for providing additional information and documentation regarding your case.
After carefully reviewing all the details, we regret to inform you that we are unable to proceed with your complaint.
When evaluating complaints related to failed self-exclusion or responsible gambling protection, our policy requires clear evidence that the player explicitly informed the casino about gambling addiction or loss of control over gambling when requesting account closure. In such cases, casinos are expected to immediately enforce a strict and permanent block.
In your original request, the reason provided for the closure was "responsible gambling." While we understand that responsible gambling concerns may be serious, this wording alone does not necessarily indicate that the player is suffering from gambling addiction or requesting protection on that basis. For this reason, casinos typically treat such requests as standard account closure or cooling-off requests rather than strict addiction-related self-exclusion.
Because there is no evidence that gambling addiction was explicitly mentioned to the casino at the time of your initial request, we cannot require the casino to refund the losses that occurred later.
We understand that this situation may be frustrating, especially considering the circumstances you described. However, based on the available evidence and our complaint evaluation policy, we are unable to request compensation from the casino.
Thank you for your understanding.
Best regards
Veronika
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
