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Reclaiming illegally collected gambling funds despite self-exclusion – violation of gambling law, due diligence obligations and data protection

I lost money through online gambling with the above-mentioned provider before May 2025. The provider holds neither an Austrian concession nor a recognized license from another EU member state, making the gambling offered illegal in Austria.

As early as May 13, 2025, I informed the operator of my pathological gambling addiction – verifiably via live chat and also by email – and requested a self-exclusion from all platforms operated by this company. Despite this, I was still granted access.

This resulted in a documented loss totaling:

- EUR 825.00 in original deposits

- EUR 507.00 in additional losses after applying for self-exclusion

- Total amount: 1,332.00 EUR

This circumvention of the gaming ban constitutes a gross breach of duty – particularly with regard to player protection, the ban on illegal online gambling in Austria, and data protection aspects, as my clear notification was ignored.

Financial support:

I demand a full refund of EUR 1,332.00 because this casino operates WITHOUT A LICENSE!

Rückforderung rechtswidrig vereinnahmter Glücksspielbeträge trotz Selbstsperre – Verstoß gegen Glücksspielgesetz, Sorgfaltspflichten und Datenschutz

Ich habe im Zeitraum vor Mai 2025 bei dem oben genannten Anbieter Geld im Rahmen von Online-Glücksspiel verloren. Der Anbieter verfügt weder über eine österreichische Konzession noch über eine anerkannte Lizenz eines anderen EU-Mitgliedstaates, wodurch die angebotenen Glücksspiele in Österreich illegal sind.

Bereits am 13. Mai 2025 habe ich den Betreiber – nachweislich über den Live-Chat und zusätzlich per E-Mail – über meine pathologische Spielsucht informiert und eine Selbstsperre für alle von dieser Firma betriebenen Plattformen beantragt. Trotzdem wurde mir der Zugang weiterhin ermöglicht.

Dadurch kam es zu einem dokumentierten Verlust von insgesamt:

- 825,00 EUR an ursprünglichen Einzahlungen

- 507,00 EUR an zusätzlichen Verlusten nach Beantragung der Selbstsperre

- Gesamtbetrag: 1.332,00 EUR

Diese Umgehung der Spielsperre stellt eine grobe Pflichtverletzung dar – insbesondere im Hinblick auf den Spielerschutz, das Verbot illegaler Online-Glücksspiele in Österreich sowie datenschutzrechtliche Aspekte, da meine eindeutige Mitteilung ignoriert wurde.

Forderung:

Ich fordere die vollständige Rückerstattung des Betrags von 1.332,00 EUR, da dieses Casino OHNE LIZENZ agiert!

Dear x4wsccrkcd, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Allow me to ask you a few questions to better understand the situation:

• Did the casino acknowledge your self-exclusion request? Have you received any confirmation that your request was under review?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino (emails, chat logs) along with any relevant communication between you and the casino? My email address is natalia.b@casino.guru. 
• Did you make new deposits into your account that led to losses immediately after you requested the self-exclusion or after the reaction from the casino? Can you specify the dates?

Thank you very much in advance. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have sent you emails.

Ich habe Ihnen Mails gesendet.

Dear x4wsccrkcd, thank you for sharing the chat script from 15.05. Do I understand correctly that you mentioned your gambling addiction to the casino for the first time during that chat on 15.05? Or had you contacted them before?

Please specify when the losses of €825 occurred. Was it before your request?

I can see that the live chat agent mentioned that you would be contacted via email. Have you received any emails?

Do you have access to your account at the moment or was it already closed? If your account is still open, please proceed with contacting the casino at support@wildrobin.com as stated in their terms and conditions. When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

I'm having trouble sending emails to you. Some are returning undeliverable.

I will try to send it again.

Incidentally, the casino also operates under NovaForge Ltd., like my other complaints. The layout is identical, with the same people in the chat, the same account number, etc., as well as proof of this online.

and I already have several complaints against this company.

Ich habe Probleme mit der Übermittlung von E-Mails an Sie. Manche kommen unzustellbar zurück.

ich werde versuchen sie nochmals zu senden.

das Casino agiert übrigens ebenfalls unter NovaForge Ltd. wie meine anderen Beschwerden. Die Aufmachung 1:1, im Chat dieselben Personen, dieselbe Kontonummer usw. sowie Nachweise darüber im Internet.

und gegen dieses Unternehmen laufen schon einige Beschwerden von mir.

Dear x4wsccrkcd, thank you for the emails. I can see that you informed the casino about your gambling addiction and asked for a permanent self-exclusion on 14th May. Has the casino responded to that email? Is your account still open?

No response from the casino and account is under review.

Keine Antwort vom Casino und Konto befindet sich in der Überprüfung.

Dear x4wsccrkcd, please let me know if your account was already closed or if your self-exclusion request is still under review.

No reaction, no reply to emails,

Keine Reaktion, keine Antwort auf Emails,

Dear x4wsccrkcd, please confirm if you cannot log in to your account since 19.05.2025, or did your account get under review earlier? Did you contact the Help center to get more information, as recommended in the error message?

I informed Wildrobin of the self-exclusion and gambling addiction on May 14, 15, 16, and 17. On May 19, the account was placed under review. In the meantime, deposits totaling another €507 were made and accepted by the casino!

Wildrobin wurde am 14.5., 15.5., 16.5., 17.5. von mir über die Selbstsperre und Spielsucht informiert. Am 19.5. wurde das Konto in die Überprüfung aufgenommen. In der Zwischenzeit wurden EINZAHLUNGEN in der Höhe von weiteren € 507,- getätigt und vom Casino akzeptiert!

Dear x4wsccrkcd,  

Thank you for your patience while we thoroughly reviewed your case.

We understand your concerns regarding your self-exclusion request submitted on May 14th and your activity on the account in the days that followed. According to the information that you provided, your account was successfully closed on May 19th. While we acknowledge that deposits were made between May 14th and May 16th, we must also take into consideration that processing and implementing a self-exclusion request can reasonably take a few business days.

In cases like this, we find it acceptable that the casino needed time to verify and carry out your request. There is no indication that the operator acted in bad faith or deliberately delayed the process.

Regarding your reference to the lack of a license, we understand your expectations. However, if your aim is to seek a refund of lost deposits on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Given the above circumstances, we do not believe you are eligible for a refund. Based on our review, the casino has acted within a reasonable timeframe. We understand this may not be the outcome you were hoping for, but we appreciate your understanding.

If your casino account is to be reopened, please contact us immediately.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.