The player from Belgium files a complaint against Wildsino for failing to process her repeated account closure and self-exclusion requests, which started on December 7, 2025. Despite numerous requests to ban her account due to financial difficulties, it remained active for several months, leading to net losses of €7,000 that she seeks to recover.
Wildsino Casino - Player's account has been closed after multiple requests.
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Wildsino Casino
Safety Index 2.1 Very lowCase summary
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2 days ago
Translation
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Good morning,
I wish to file a complaint against Wildsino for failing to comply with my repeated requests for account closure, blocking, and self-exclusion. I am requesting reimbursement of €7,000, representing the net losses I have been able to recoup following my exclusion requests.
My first request dates back to December 7, 2025. I wrote to Wildsino support: "I wish to have my account deleted and be banned from your platform." Despite this explicit request for a ban, my account remained accessible and I continued to be able to deposit and play.
Faced with the lack of closure, I multiplied my requests: January 11, 12, 13, 14 and 28, 2026, February 25 and 26, then March 3, 2026.
On January 11th, I again requested the permanent deletion of my account.
On January 12, I explained in particular the losses incurred and explicitly asked to be "excluded and blocked" and to "permanently delete my account".
On January 13th, I indicated that this was already my third request for permanent closure.
On January 14th, I wrote: "For the 4th time. Can you exclude me and delete my account from your platform?"
On January 28, I again called for an immediate closure, citing in particular a huge financial loss.
Despite all these requests, my account remains active.
The message from February 25th is particularly important. I'm responding to a promotional communication from Wildsino by explicitly asking: "Please don't try to contact me again or make me offers." I then clearly explain: "I can't manage my spending" and that I want to close my account "to protect myself."
At this point, Wildsino could no longer ignore the reason for my request: I was explicitly reporting a difficulty in controlling my gambling expenses and asking for their intervention to protect me.
However, my account is still not closed.
On February 26th, I asked again: "I really want to delete my account, please."
Finally, on March 3rd, after another exchange with Wildsino, I confirmed once again: "Yes, I stand by my decision and wish to completely delete my account."
Despite this series of requests, Wildsino finally closed my account only in August 2026, approximately eight months after my first request on December 7th.
I want to clarify that my complaint is NOT about requesting a refund simply because I played and lost. The problem is that Wildsino allowed me to continue depositing and playing even though I had repeatedly asked to be banned, excluded, and blocked, and had explicitly explained that I was unable to manage my spending and requested closure to protect myself.
AMOUNT CLAIMED: €7,000
This amount was not chosen arbitrarily. Before closing the account, I made a video recording of my screen while reviewing the transaction history displayed directly on Wildsino. I also kept screenshots.
Edited by a Casino Guru admin
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yesterday
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yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildsino Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about any gambling issues? Please share the information with timestamps, including the responses of the casino to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru
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:
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."
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,
Tomas
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
