Wildsino Casino - Pelaajan tilin sulkemispyyntö viivästyy.

Despite repeated requests over the past 5 days, my account has not been closed. I mentioned that I am addicted to gambling and that my account should be closed immediately.

It always just says to confirm the conditions but nothing happens after that.

Trotz mehrfacher Aufforderung seit bereits 5 Tagen wird mein Konto nicht geschlossen . Ich hatte erwähnt das ich spielsüchtig bin und mein Konto sofort geschlossen werden soll.

es wird immer nur darauf verwiesen die Bedingungen zu bestätigen . Aber danach passiert nichts.

Dear Marti89,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with closing your account, especially given the circumstances you mentioned.

To better understand the situation and assist you further, could you please clarify the following:

• When did you first request to close your account, and through which communication method (e.g., email, live chat, or website form)?
• Did you clearly mention your gambling addiction when making the request?
• Have you received any responses from the casino regarding your request? If so, what did they say?
• Could you please forward any relevant communication or screenshots showing the issue to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have sent all information to the email address.

I already pointed out the addiction in the first email. And I sent these emails to support several times after I was referred to support in the live chat, with the explanation that they have no authority to close an account.

Habe alle Infos an die Mail Adresse gesendet .

habe in der ersten Mail bereits auf die Sucht hingewiesen . Und diese mails mehrfach an den Support gesendet nachdem man mich im Live Chat an den Support verwiesen hat , mit der Begründung das sie keine Verfügungsgewalt haben ein Konto zu schließen

Hi Marti89,

Here's the timeline based on the details you’ve provided. Please confirm if it's accurate:

• February 25th: You sent your request to the correct email address: support@wildsino.com.
• February 25th: The casino responded, stating that they don't have any native speakers available.
• February 26th: They replied again, stating that if you wish to close your account, they will take your entire active balance and asked you to confirm your decision.

Could you please confirm:

1. Did you respond to the casino's last email on February 26th?
2. Do you have any active balance on your account?

Let me know, and I’ll assist you further.

I have already confirmed this several times!! but without any feedback

Dies habe ich bereits mehrfach bestätigt!!jedoch ohne Rückmeldung

Hi Marti89,

Could you please specifically reply to the last two questions I asked:

1. Did you respond to the casino's last email on February 26th?
2. Do you have any active balance on your account?

Once I have this information, I’ll be able to assist you further.

Looking forward to your reply.

Yes and no

Ja und nein

Hi Marti89,

I’m sorry for the back and forth, but I really need a bit more detail to move forward and assist you properly. One-word replies aren’t giving us enough to work with.

Could you please clarify:

• What exactly did you reply to the casino in response to their email on February 26th?
• Was there any balance left on your account at that time? If so, was it confiscated or did you play it down?

Once I have this additional information, I’ll be able to assist you further.

Thank you for your cooperation.

Dear Marti89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino has closed my account! This issue is resolved.

Das Casino hat mein sccount geschlossen! Thema ist damit erledigt

Dear Marti89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru