Wild Casino - Player’s account remains open despite request to close it.

I recently lost about $10,000 and less than one week at "Wild casino"… This happened after a very traumatic time in my life where I have been through some serious trauma and have been diagnosed with PTSD after losing everything in housefire. Well, this is no one’s problem with my own, and I am absolutely responsibke, I am filing a complaint against the casino where I played as a result of reporting problem gaming, and they did not close my account.

I almost immediately told the chat staff that I was in a low place and suffering, and should not be gaming, but did not admit until a couple of days later with the screenshots included below that I absolutely was asking to be banned and have my account closed due to problem gaming.

not only did they not close my account but dissuaded me from closing it and continued to accept money. While I lost about $10,000 I am only asking for the monies to be refunded after I requested the account to be closed. Actually, the amount I’m requesting is slightly less than that amount as some of it was in bitcoin which I understand to be complicated. I have only asked the casino to refund. The debit card deposits made after I expressly asked for my account to be closed, which total nearly $2400.

The casino resolutely refused any refund despite the fact that I was over and telling them I was in a bad situation and specifically asked to be banned. They did not close my account. Even after receiving an email saying they were going to close my account I can still get in tonight and was even into the banker/cashier access to continue gaming if I wanted.

well, I take full responsibility for my actions, I also am feeling extraordinarily vulnerable to the exploitation of problem gaming. I feel that the casino is not being responsible or expeditious about stopping the enormous amount of money that I have horribly lost. This money was intended for my family after a very serious trauma. I was very clear that I was gambling when I should not have been and using money that was intended for the critical use of restoring my families life after our trauma. But I was very overt and as you can see from the screenshots expressly communicating that I needed to be banned. They continued to accept money after this point. They did not close my account. They even emailed me saying they were going to close my account… And yet, tonight I can still get into my account and literally deposit if I want to.

I am desperately asking for help to have the account closed and to have at least the money refunded from the point where I was over about saying I’m a problem, gambler.

Dear Spunky,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficult experience you’ve been going through and the issues you’ve encountered with the casino regarding your account closure request.

To better understand the situation and assist you further, I’d like to ask a few questions:

• From the forwarded live chat communication, we can see that the casino did not respond to your requests to close your account. Did you attempt to contact the casino through any other channels, such as email or phone support, to request the account closure?
• Could you confirm when you first asked the casino to close your account, and how often you followed up on this request?
• Aside from the live chat, have you received any communication from the casino regarding the status of your account or the possibility of a refund?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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 to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Wild Casino,

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

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."

Please send another email to help@wildcasinocs.ag (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

I have sent the email to the casino regarding self-exclusion exactly as outlined just now. I still have full access to the casino and you can see in the email that I sent to them as I have cc'd you in it, that not only did they keep the account open, but even gave me a $250.00 bonus (which I have thankfully not played). It is a terrible temptation. I have been very clear in my communication on their chat and directly with them via email that I have a problem and this has had an extremely deleterious impact on my mental health as someone who does not need additional triggering. I am including screenshots of the email from last Thursday stating that I wanted the account closed and why. I have also provided screenshots previously of the chat where I requested to be banned and why. I did ask for a refund, as you will see from the chat and email. I asked for a full refund, to which they replied in the email they could not refund money played. I then asked for at least the reversal/refund of the monies played after the account was requested to be closed to which they have had no response. That email was sent to them last Thursday. The account remains open. I will email the additional screenshots to you.

Thank you for your help.

I sincerely appreciate it.

I just forwarded the response from the casino. They finally closed the account, but are refusing any refund.

I sincerely hope there will be some consideration for the obvious lack of consideration and compassion, especially given my direct requests and communication. The whole delay only caused more hardship for me and for my family.

Thank you sincerely for your assistance.

Hi Spunky,

From the forwarded communication, I see that you emailed the casino on September 23rd at 17:08, requesting self-exclusion due to a gambling problem. Just 11 minutes later, the casino responded, confirming that your account was blocked.

Please understand that if you did not inform the casino about your gambling problem prior to this request, and if your request was not acknowledged, we are unable to mediate a refund for your lost deposits.

If you have any evidence that you notified the casino about your gambling issue earlier and that they acknowledged your request while your account remained open, please forward that information to me at your earliest convenience. Otherwise, I will have to reject your complaint.

Thank you in advance.

Hello!

I sent the original request to you by direct email on 9/23/24 showing the request to close the account due to problem gaming was made first on 9/17/24 via chat with supporting screenshots and again on 9/19/24 by email. I and am re-sending it now to you. That is exactly the issue as you have outlined above… they did not close the account until you referenced, which was the third request made on 9/23/24 when they finally closed it. In the interim, I had lost the additional funds which I am disputing.

Thank you so much for your help. Please check the email I am directly sending to you.

I genuinely appreciate your assistance and time.

Hi Spunky,

Could you please let me know if you made any deposits after September 19th, when you submitted your self-exclusion request to help@wildcasinocs.ag, and the casino notified you that your account would be closed? If so, could you also specify the amounts?

Thank you.

Thank you for your continued help. There were three transactions $836.25 each deducted from my account on 9/19/24. These are the amounts I am requesting to be refunded. I originally asked as you can clearly see from my screenshots that I requested the account closure on 9/17/24 and stated early it was due to problem gaming. I think the amounts were deposited prior to the 9/19/24 email where they still did not close the account, but were deducted on 9/19/24. They finally closed it on 9/23/24. The request on 9/17/24 was very clear. I do hope you will be able to help as the massive loss ($10,000) in one week was enough of trauma, but the $2500 lost after clearly asking to be banned seems like a very poor attempt on the casino’s behalf to allow the continued spiral…. Especially after the second direct request on 9/19/24 which required a third communication on 9/23/24 to finally be taken seriously.

Thank you again for your help.

I sincerely appreciate it.

Thank you very much, Spunky, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Spunky,

My name is Kubo, and I will be handling your complaint from this point forward. I sincerely apologize for the situation you've encountered, and I want to assure you that I am committed to finding a suitable resolution with the casino.

If there have been any new developments regarding your case since our last communication, please feel free to share them.

I’d like to invite representatives from Wild Casino to join our discussion and provide any relevant information that may assist in resolving this issue.

Dear Wild Casino,

I would appreciate your assistance in providing detailed information regarding the ongoing case. Specifically, I would like clarification on how the account remained open after customer support confirmed its closure.

Your website states that Wild Casino adheres to a responsible gaming policy, yet the circumstances surrounding this case raise significant concerns. Additionally, the player received a new promotional advertisement via email and SMS, which seems contradictory to your commitment to responsible gaming.

Could you also provide a timeline of events related to the account's status? Understanding this will help clarify any miscommunications and highlight the importance of upholding responsible gaming practices. I hope for a swift resolution to this matter, as it is essential to reinforce trust in your policies. Lastly, I would appreciate any insights into the steps you plan to take to prevent similar situations in the future.

Thank you for your attention to this matter. I look forward to your prompt response.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I am deeply concerned about the lack of the casino’s response to this very serious matter. They seem to be giving you as much importance as they did me when I asked for their assistance. I want to know if there has been any update and really appreciate your assistance

Thank you!

Dear Spunky,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license or with an unverifiable license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Kubo