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

Dear JaniceE,

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.

HI, I have responded via email. Could you confirm this has been received please?

Dear Petronela,

Thank you for your response.

Please find the requested details below:

1. Account closure requests

  I requested my account to be closed on via chats on numerous ocassions. No record unfortunately. Then also email - 14 January 2026. This request was acknowledged, and a support ticket was created (Request ID: 42577831).

2. Nature of my request

  While this particular email was a direct request to close my account, I would also like to mention that during live chat interactions, I expressed concerns about my gambling behaviour and loss of control. I was repeatedly told that a VIP manager would contact me.

3. Supporting evidence

  I have attached email evidence showing my request to close the account and the subsequent responses from the VIP team.

4. Outcome and VIP communication

  Instead of processing my account closure request, I was contacted by a VIP manager who offered bonuses and incentives to continue playing. The communication did not acknowledge my request to close the account, nor did it offer any responsible gambling support or account restriction.

In fact, I was encouraged to continue playing, with statements indicating that accepting bonuses would confirm my intention to keep the account open.

I would also like to highlight that the casino should have records of my live chat interactions, where I raised concerns about my gambling. These were not reflected or addressed in the VIP communication. No further questions were asked... :( it is a shame to admit, and I was not prompted at all.

Based on this, I believe my request to close the account was not handled appropriately, and instead, I was actively encouraged to continue gambling despite my attempts to stop.

I have sent screenshots as evidence to your email.

Kind regards,

Janice

Dear JaniceE,

Thank you for your message and for providing the screenshot.

I have reviewed the evidence you sent, and I can see your request to close the account, along with the response from the VIP manager.

However, I would like to kindly ask you to clarify whether this is the only evidence you have available regarding your communication with the casino.

In particular, it would be very important for us to have:

• any messages where you explicitly mentioned gambling addiction or loss of control,
• any additional emails or chat transcripts related to your closure requests,

At the moment, the screenshot provided shows a general account closure request, but does not clearly demonstrate that the casino was informed about your vulnerability, which is a key factor in these cases.

If you have any additional evidence, please feel free to send it to petronela.k@casino.guru.

Thank you in advance.

Dear JaniceE,

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,
Petronela
Casino.Guru