The player from Portugal alleged that Wildsino Casino had ignored his multiple requests for account closure, which led to €9,287 in losses. Despite his requests for permanent closure of his account due to gambling harm, the casino continued to send bonuses and did not respond to his formal complaints. It was found that the player had not explicitly communicated gambling-related vulnerability in his requests, which may have caused the casino to overlook them amid high email volumes. The casino's bonus offers were considered standard retention practices, and operators were not held responsible for detecting gambling addiction without explicit disclosure. Due to insufficient evidence and lack of clear communication, the complaint was closed without further action.
Wildsino Casino - Player’s account closure request ignored, leading to significant losses.
Other
Amount: €9,287
Wildsino Casino
Safety Index:Above averageCase summary
Title: Wildsino ignored account closure request and caused €9,287 in losses
Complaint:
Hello CasinoGuru team,
I am filing a formal complaint against Wildsino Casino for severe Responsible Gambling violations and for ignoring multiple account closure requests, which resulted in €9,287 in additional losses that would not have occurred if the casino had respected my instructions.
Timeline of events:
On 4 November 2025, I requested permanent closure of my account due to gambling harm.
I repeated the request on 18 November 2025.
Wildsino ignored both requests.
Instead of closing my account, they sent bonuses and incentives to keep me playing.
Because the account remained open against my explicit request, I logged in again and lost €9,287 after the closure request.
I submitted a formal complaint to the casino and sent a follow-up and a final notice.
They have not replied to any of my emails.
Evidence I can provide:
Email proof of my account closure requests
Replies from the casino offering bonuses
Deposit and loss history showing €9,287 lost after the closure request
Dates, screenshots, and all communication attempts
Requested resolution:
I request the full refund of losses incurred after the date of my first account closure request, as these losses resulted directly from the casino's failure to comply with Responsible Gambling obligations.
Thank you for your assistance.
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Dear MiltonS,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildsino (Wildsino.com).
Please allow me to ask you a few questions so I can better understand the situation.
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Regarding the self-exclusion emails previously shared, were those the only ones sent? Additionally, have you attempted to request self-exclusion while explicitly mentioning a gambling problem?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
- Could you please advise when was the last time the casino allowed you to deposit?
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,
Katarina
Good afternoon,
I've already sent the operator all the information they asked for.
I'm waiting for a reply.
Dear MiltonS,
thank you for your messages and screenshots provided.
After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion. I understand you have received a similar response from the casino.
Therefore I would recommend that you send another request, but this time, include me in the copy of your email.
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 due gambling problem
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Wildsino 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."
Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.
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.
Best regards,
Katarina
Hello Katarina,
Thank you for your analysis and explanation.
I'd like to clarify a few important points to avoid any misunderstandings:
1. My account has already been closed by Wildsino.
Therefore, at this time, it is neither possible nor applicable to send a new self-exclusion request, as the account has already been closed permanently.
2. The focus of my complaint is not a future request, but a past breach.
The losses occurred after my first closure request, when the account should have been closed immediately.
The central problem is that the casino allowed deposits and active play after I requested closure.
3. Although I didn't use the word "addiction", I did mention significant losses and personal risk.
A gambler does not need to use specific clinical terminology to activate the mechanisms of Responsible Gambling.
Mentioning gambling-related losses and risk is reasonably a clear indicator of problem gambling.
4. The argument that the request may have been "ignored due to the volume of emails" confirms the operator's failure.
Regardless of the volume of requests, an operator is responsible for identifying and handling closure and self-exclusion requests, especially when they are related to risk.
5. Sending bonuses after the request made the situation worse.
Instead of clarifying the request or proceeding with the closure, the casino chose to send incentives, which directly contributed to the subsequent losses.
I would therefore appreciate it if the case could continue to be assessed on the basis of the period between my first request for closure and the actual closure of the account, which is when the losses in question occurred.
I look forward to any further clarification.
Best regards,
Hello MiltonS,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear MiltonS,
thank you for your message and patience.
Based on the information provided, it is also challenging to fully support your case, as the vulnerability of your situation was not explicitly communicated. Transparency in self-exclusion requests is essential. While you may feel that the casino should have acted immediately on your request, the absence of any mention of a gambling problem makes it understandable that, given the hundreds of emails operators receive daily, your request could have been inadvertently overlooked. Please know that we would have approached this differently if your gambling concerns had been clearly stated. The multiple bonus promotions you received were likely part of standard retention practices.
It is also important to note that the operator is not responsible for detecting gambling addiction. Monitoring such behavior falls outside the scope of any operator and is generally impossible to track without explicit disclosure.
For these reasons, and due to the lack of supporting evidence in this case, I must close this complaint. I regret that I could not provide more direct assistance and encourage you to retain documentation of any future self-exclusion requests to ensure they are fully acknowledged.
We understand that this decision may be disappointing. We regret that we are unable to offer further assistance at this time. If you require clarification or believe additional review is warranted, please contact the Comoros regulator (AOFA) directly. To submit a complaint, please visit the casino's website, locate the Comoros stamp, and click on it. You will be presented with a button "Submit a complaint". We also suggest reviewing our article on submitting complaints to the regulator for guidance.
All the best,
Katarina
