Wild Robin Casino - Player's account was not closed despite requests.

Dear Wild Robin,

I am writing to formally raise a complaint regarding the handling of my account and to request a fair resolution based on the circumstances.

Over a sustained period, I made multiple requests for my account to be closed. In these communications, I made it clear that I was struggling with a gambling addiction and that my mental health was deteriorating. The chats told me VIP manager will be in touch. I was not in a stable or rational state of mind, and I was actively trying to stop myself from continuing to gamble.

Despite being open about my situation and asking for help through account closure, my requests were acted upon instead by offering extra bonuses, and not asking the questions around my mental health or addiction problem, despite the pattern of excess depositing behaviour. My account remained active, and I was able to continue depositing and losing money during a period where I had clearly lost control. When I again contacted you via chat, I was told I actually won a lot and congratulations?

As a result of this, I lost everything. This was not normal or controlled gambling behaviour — it was driven by addiction and a very poor mental state. I had reached a point where I was vulnerable and needed intervention, yet no meaningful action was taken to protect me.

What is particularly concerning is that when I attempted to stop, I did not receive the support or intervention I needed. Instead, my account remained open and fully accessible, allowing further losses to occur that could and should have been prevented.

This situation has had a serious and lasting impact on my mental health, my finances, and my personal life. I have since taken steps to address my addiction and regain control, but the consequences of what happened during this period are significant, and my family home is at risk.

Given all of the above, I ask that you review my account history carefully and consider a substantial goodwill refund of the losses incurred during the period in which my requests for account closure were not acted upon. The amount is nowhere near to what I lost, please, this would make significant difference in my future.

I am seeking a fair and reasonable resolution to this matter and hope it can be resolved without the need for further escalation. I spoke to my bank and they advised me to contact you in first instance.

I look forward to your response.

Kind regards,

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Dear JaniceE,

Thank you very much for submitting your complaint.

I’m sorry to hear about the situation you’ve experienced and the impact it has had on your mental health and finances.

We take cases involving responsible gambling and self-exclusion very seriously, and in order to assess whether the casino may have failed in its duty of care, I would kindly ask you to provide a few additional details:

• Could you please specify when you first requested the account closure and how many times you made such requests?
• Were your requests clearly stating gambling addiction / loss of control, or were they general requests to close the account?
• Do you have screenshots or transcripts of your communication with the casino support, especially where you mentioned addiction or asked for account closure?
• Did you try using any self-exclusion tools or limits directly in your account settings, and if yes, what was the outcome?

Based on your description, it is important for us to establish whether the casino had sufficient and clear information about your vulnerability and whether appropriate action was taken on their side.

If you have any supporting evidence, you can either upload it here or forward it directly to petronela.k@casino.guru, and we will carefully review it as part of your case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela