Wildz Casino - Pelaajan tilin sulkemispyyntö jätetään huomiotta.

Hello,

I have sent a request to close my player account on this site and to block access to their sister casinos in order to prevent myself from gambling due to a gambling problem.

Despite this, when I was struggling with a gambling problem, I was able to play even though I had requested the blocking. This is a violation of their licensing terms, which is why I am entitled to and have requested a refund for the deposits I made. However, they refuse because they claim they cannot find the email I sent.

In the email I sent, there were four recipients, two of whom—other casinos—acknowledged my message the very next day, but Wildz ignored it.

Hei,

Olen lähettänyt pyynnön sulkea pelitilini kyseiselle sivustolle ja estämään myöskin sisarkasinoille kirjautumisen estääkseen pelaamiseni peliongelman vuoksi.

Tästä huolimatta kun olin peliongelmainen pääsin pelaamaan estopyynnöstä huolimatta jolloin he rikkovat lisenssiehtoja jonka vuoksi olen oikeutettu ja pyytänyt hyvitystä tekemistäni talletuksista mutta he kieltäytyvät koska eivät kuulemma löydä lähettämääni sähköpostia.

Lähettämässäni sähköpostissa on neljä vastaanottajaa joista kaksi kasinoa kuittasi viestini heti seuraavana päivänä mutta Wildz jätti tämän huomioimatta.

Dear jokuwaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildz Casino.

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

• Could you please forward the email in which you informed the casino about your gambling problems to me?
• Have you sent more than one email to the casino with your request? Have you tried contacting casino support via live chat after the casino failed to react?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I sent documents by email!

I once sent one email.

I've been in contact with customer service regarding the issue and they don't respond when they say they can't find the email I sent.

Hei,

Lähetin sähköpostilla dokumentteja!

Yhden sähköpostin olen aikoinaan lähettänyt.

Olen ollut yhteydessä asiakaspalveluun asiaan liittyen ja he eivät reagoi kun eivät kuulemma löydä lähettämääni sähköpostia.

Hello,

In addition, I have tried to agree on the matter in such a way that they would return half of the deposits I made in order to reach a settlement in the matter.

I agree to this because I no longer have the original e-mail saved, but have probably deleted it when I have cleaned out the e-mail folder.

So in that case they can claim that I didn't send the email in question?

Hei,

Lisäyksenä vielä että olen yrittänyt sopia asiaa siten että he palauttaisivat tekemistäni talletuksista puolet jotta päästäisiin sovintoon asiassa.

Tähän suostun koska minulla ei ole enää alkuperäistä sähköpostiviestiä tallessa vaan olen todennäköisesti poistanut sen kun olen siivonnut sähköpostikansiota.

Tällöin he siis pääsevät väittämään etten olisi kyseistä sähköpostia lähettänyt?

Thanks for your patience.

I can see the Self-exclusion request was sent in 2020. It's plausible the casino will not be able to recover such an email.

• Was your casino account ever closed?
• Was there any other effort from you to inquire about the status of your account since then?
• Could you please provide a timeline of when you deposited and played in the casino? When have you requested a refund from this particular casino?

Thanks in advance for your reply.

Hello,

I requested a refund from the casino in March 2024.

Also in March 2024 they closed my account completely.

I have made deposits in 2021-2023

Hei,

Pyysin hyvitystä kasinolta maaliskuussa 2024.

Myös maaliskuussa 2024 he sulkivat tilini kokonaan.

Olen tehnyt talletuksia vuosina 2021-2023

Thanks for your reply.

I am sorry to inform you we can't continue with the case going forward. I understand this must be disappointing for you, however, due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.

Please note any email can be overlooked, and while casinos should act accordingly when receiving a self-exclusion request, the player also needs to actively pursue such a request if it isn't granted within a reasonable time.

Please let me know if the is any information I haven't considered, otherwise, I'll be forced to close the complaint.

I'll await your reply.

Dear jokuwaa,

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.

Due to the aforementioned reasons, this complaint will now be rejected. 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.