Wild Robin Casino - Player's self-exclusion request is being ignored.

I've been trying to self-exclude for days, saying I have a gambling problem, but they ignore me. As a result, I've gone back to gambling and losing. What can I do?

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Dear fer26,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@wildrobin.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello, I wanted to know how my complaint request is going

Dear fer26,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue, including your original self-exclusion request? You can reach me via email at attila.g@casino.guru.

Thank you for your patience and cooperation.

I told them very clearly three times because I knew what was going to happen when they didn't respond. Being so blunt, I knew they were taking advantage of me. I'm Spanish, I'm banned from gambling here in Spain, I can't play in any casino in Spain, and even after warning them, they took advantage of me. Even now, I still have the opportunity to gamble after all this.

I am right now

Thank you very much for the evidence provided.

Could you please forward receipts or proof of the deposits you made after submitting your self-exclusion request as well?

Thank you in advance for your cooperation.

Best regards,

Attila

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you very much, I await communication from the agent in charge.

Hello fer26, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Wild Robin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

hi there

I'll send you everything you need, as I already told you. Regarding the information I sent you, I already contacted the casino about my self-exclusion. I contacted them, and as always, they tried to convince me otherwise. After the first time, I tried again, knowing I was going to get paid and knowing the problem I have. I contacted them again days before the payout and repeatedly requested self-exclusion, even telling them I had a gambling problem and that I was going to report them. They ignored me, and what happened next is what I'm reporting. I've already given you the evidence, so I'm asking for your help to get my money back due to the casino's negligence. Thank you.

Tell me what you need and I'll send it to you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

From what I can see, they are scammers and do not comply with the laws of the game.

Dear fer26,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej