Wild Robin Casino - general discussion (page 10)

So, do I understand correctly that you have been trying to verify your account for over a month?

That is way too long, for sure.

Before you do anything, though, perhaps you should try filing a complaint here, which is completely free of charge, and our team will do everything possible to help.

When exactly did the verification start, and have you already sent all the requested documents, please?

I already sent all the documents by email and by APK and they say that documents are missing. I'm sending you sample photos. The photo says verification ok, you can now play.

I've managed to make 3 withdrawals of €1000 each, a total of €3000. For the last withdrawal, I had to file a complaint because they didn't process it; they finally did it 3 days later.

and they wouldn't let me withdraw anymore

Now I understand it better.

Our complaint team will investigate the whole thing then. Please watch the timer on your complaint, as we have many complaints coming in at this time of the year.

Have you ever received any explanation from the casino regarding the missing money, though? Why don't they process the withdrawals?

IF THIS IS THEIR ANSWER, IT'S THE USUAL ONE

Dear Jorge

Thank you for contacting our Customer Service team.

We hope this email finds you well.

We sincerely appreciate your attention and the time you have taken to contact us. Your interest and trust are very valuable to us, and we are here to ensure you receive the best possible assistance.

We recognize the importance of completing this process smoothly and sincerely appreciate your patience during this time. To facilitate the verification process, we ask that you provide us with the necessary documentation to process your application.

Please note that the documents required for verification must be uploaded exclusively through our website, using the Document Verification Service. This can be found under "Settings ⇒ Verification" in your account.

Thank you for your attention. We understand that this process may be a little inconvenient, and we appreciate your understanding and support in advance.

If you have any questions, please feel free to contact us by email at support@WildRobin.com or through live chat.

Sincerely,

When did you receive this email, please? Does it mean that some documents are still missing?

They already have all the documents sent by email and through KYC

He always gives the same answer. My lawyer says I'm the victim of a scam, and I'm waiting for a response to see if you can resolve this before I take legal action and seek compensation for psychological damages. Here's the evidence that it was sent.

Please also make sure to answer all the questions our first responder Veronika asked you in order for the complaint to move forward.

I received this email on 12/18/2025 and it means that documents are still missing.

In that case you need to provide everything that they requested. Right?

I keep telling you the same thing, it's been sent by email and chat, what more do you want? I can send a blood test because if I'm here it's useless. I'm going to take legal action, but I'm not going to waste any more time.

First of all, please try to calm down. I am only trying to help.

You said that the last email was sent to you on the 18th of December. Right?

Have you sent everything they requested at this email?

If everything

The same thing happened to me. They let me withdraw three times, but the fourth time they said I had to verify my account. I sent documents, but it never got verified. They're scammers. I've seen several forums with the same thing. In my case, they stole €11,000 from me.

Good morning. I filed a complaint regarding WildRobin, but it hasn't been reviewed yet. On May 14, 2025, I closed my WildRobin account, stating that I have a gambling problem. I specifically requested a permanent closure. On March 27, 2026, WildRobin, without my consent, request, or knowledge, sent me information about my VIP status. As is often the case with these issues, I logged in and made a deposit of PLN 1,000. I closed the account again but requested a refund of my deposit. WildRobin is not responding to my emails. Please help.

Hello, our team will definitely look into your complaint.

As for your situation, I’d say it’s pretty unfortunate. Almost a year has passed, though, and I believe the casino didn’t really have a clue who they sent this to. At least, that’s what I think. In any case, if you requested self-exclusion, players like you shouldn’t be receiving this.

We’ll see what our team thinks about it and whether we can help you.

Thanks, Jaro, for your reply. I haven't had such problems with other casinos where I've closed my account due to a gambling problem. If a player announces they have a gambling problem and requests to permanently close their account, it seems to me that the casino shouldn't reactivate the account without the player's consent and knowledge, right? What's more, they tempt players with bonuses or VIP status. For me, that was a trigger. Especially when they also claim to be committed to responsible gaming. That's a low blow for those struggling with addiction.

I should also mention that I accessed the closed account without any problems. I didn't have to activate it in any way – it simply wasn't closed despite their confirmation. What's more, even now, when I write that I have a gambling problem, they readily tell me that if I want to reopen the account, they ask me to contact them and they will review the application.

Hmm, I think they should have restricted your access right away. I’m wondering if there might be something in the Terms about how long an account can be suspended, though I’d say it shouldn’t really matter if we’re talking about gambling addiction. An account like that shouldn’t be reopened even if the player requests it.

So let’s let our team work on it and see what comes of it.

Indeed. And what is more I am pretty sure that it is not a good practice to send any communications from the Casino to players who announced the problem with gambling, not mentioning the proposals of bonuses or VIP level and reopen the account(on their request or as it was in my case without my knowledge). It was a real trigger for me.I Told them many times in May 2025 to close my account forever due to gambling problems.

Well, I think that players who have self-excluded shouldn't be receiving this kind of material about bonuses and so on. On the other hand, this isn’t the first time I’ve seen this happen at a casino, so I’m not sure how these emails or messages are sent out. Maybe they go out to everyone registered at the casino, or to everyone who subscribes to a newsletter or wants to receive updates. I’d probably check to see if that’s the case. If the system can’t detect it, then I think that might be the cause.