Wild Robin Casino - Pelaajan tili pysyy suljettuna ja varoja haetaan.

I am writing to file a complaint regarding an online casino, Wild Robin, concerning a serious responsible gambling and fund accessibility issue.

Summary of Issue:

At the time of the incident, I had around 35000 CAD available for withdrawal in my casino account, I can’t disclose exact amount as I don’t have access to the Zendesk chat logs only Wild Robin Admins do. I seem to believe at the time it was between 32K - 37K

Due to personal struggles with gambling what I believed to be a pathological gambling disorder, I requested that the casino close my account to protect my funds and prevent further harm.

My request was denied. I was informed that closing my account would result in losing access to my funds.

I also requested, via both standard support and VIP support, that my withdrawal limits be increased to safely cash out my winnings. This request was denied numerous times.

Because the casino did not provide adequate responsible gambling protections, I ultimately continued to gamble and lost my balance.

Concerns:

Licensed and reputable casinos typically offer responsible gambling tools, including self-exclusion, account restrictions, flexible withdrawal options, and secure withdrawal upon account closure.

The casino’s refusal to allow account closure with withdrawal access or to increase withdrawal limits appears contrary to responsible gambling practices and may constitute a regulatory violation.

Request:

I am seeking advice on whether Wild Robin’s actions may violate regulatory standards and if I have grounds to recover my lost funds. I would appreciate guidance on the best next steps, whether through regulatory channels or another formal process.

I have formally emailed numerous channels. Casino Guru seemed as tho the best option to issue my complaint as I have seen numerous similar complaints listed.

Thank you for your time and attention to this matter. Any support you can provide would be greatly appreciated.

Sincerely,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Robin Casino. Based on our review, it appears the casino isn't licensed.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you disclosed your gambling problems to the casino? Have you requested a self-exclusion or to take a break? Would you be able to provide evidence regarding the issue?
• Could you please share a more detailed timeline of events? Has the incident occurred the same day after you requested a withdrawal for the first time?
• Was your account verified?
• Is your player's account currently blocked?
• Have you unsubscribed from the casino's marketing communication?

Kindly share supporting evidence regarding the incident to my email at tomas@casino.guru

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

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Stay safe.

Hello Tomas,

Thanks for your time.

I had requested to close my account via Wild Robins live support stating I didn’t feel comfortable with the large amount of money in my account and had requested to have the account closed. Their response was if I closed my account my balance would be voided. After that interaction I reached out the vip team and support team to assist me in increasing my withdrawal limits. I am awaiting a response from the support team to forward me the transcripts of this conversation.

I will forward you some emails regarding a request to increase withdrawal limits to both vip and support teams which will provide more in depth timelines. Once we receive transcripts from WildRobin support it will help the provide more info.

My account was verified and currently still verified.

My players account is still accessible.

I have yet to unsubscribe from the advertising, but I plan on doing this.

Thanks,

Following up that Casino Guru team responded to my email requesting Chat logs saying:

"I just wanted to let you know that I’ve received your request 🙏 and our team is already reviewing it carefully. You can expect a response from us very soon ⏳✨"

I’ve also requested my account to be closed as of yesterday evening as I unfortunately ended up gambling again.

Thanks for your reply.

I went over your provided chat history and couldn't find any grounds for us to request a refund of your lost funds.

Please understand, we believe the online casino has an obligation to protect you from further play if you disclose gambling problems to them. Not being comfortable gambling or similar statements given as reasons to close your account or other similar statements are not enough reason for the casino to act to protect you.

If your account is still open, I would recommend that you request a self-exclusion due to gambling problems from the casino.

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 Wild Robin 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 support@wildrobin.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

Thanks for your reply.

I understand your point of view. It's confusing and unclear what to do when you wish to be protected. Unfortunately, we only pursue refunds in cases where the player informs the casino about their gambling problems and the casino fails to take action. In other cases, the player is ultimately responsible for any wins and losses.

Based on the circumstances and evidence gathered in this case, we are unable to conclude that the casino should have protected you.

Please let me know whether you sent another self-exclusion request disclosing your gambling issues/disorder to the casino and whether your account was closed as a result.

Please let me know.

The Wild Robin team has now closed my account.

I would like to continue this discussion, as I believe there are important points to address. Casino support staff are expected to recognize signs of vulnerability and act in the best interest of the player.

Although I did not directly state that I had a gambling problem, I was clearly insinuating it through my messages. Despite this, the support workers did not appear to recognize or respond appropriately to those signals.

Furthermore, it seems that even if I had explicitly disclosed a gambling problem, the Wild Robin team would not have been able to properly assist me, since their software does not provide an option for players to self-exclude or immediately stop betting when requested.

Politely I ask for a second Casino Guru employee to review this package.

I understand your point of view.

In some online casinos, preventive measures are taken more strictly; however, based on the description of the event and gathered information, we ultimately can't conclude that the casino should have protected you. Please keep in mind that the player is ultimately responsible for what happens to their balance if they decide to keep playing. Casinos might genuinely overlook requests or may disregard them if a player continues their activity. By disclosing your gambling issues, we believe you are giving a signal that should be sufficient to conclude you are not in control of your gambling and need help.

From our article about the matter: https://casino.guru/responsible-gambling-guide/current-state-of-self-exclusion

Because no global standard is currently in effect and every jurisdiction has its own set of self-exclusion rules, big differences among individual countries and their self-exclusion policies can be found.

(...)

There are currently no international self-exclusion standards in existence. As a result, differences between national self-exclusion systems create an unequal level of player protection and make it impossible to successfully compare individual countries.

This may be doubly true for online casinos with offshore licenses or for those that are unlicensed.

Since you confirmed the casino closed your account, we unfortunately can't pursue the complaint further, and it will 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 issues with any other casino in the future.