Wild Casino - Player wishes to close his casino account.

I have tried on multiple occasions to self exclude from playing at wild casino.

I emailed their cs@wildcasino.ag customer service email to permanently exclude me from playing at their site on July 31st 2021, on August 4th 2021, a follow up on August 7th 2021. I have heard no response and my account is still active.

On their website: https://help.wildcasino.ag/knowledge-base/responsible-gaming/

They indicate a self exclusion section that they have not honored

Dear Jerry,

Thank you for contacting us and forwarding all the relevant communication. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

"Self-Exclusion

If you feel that your gambling has become problematic, you have the ability to self-exclude yourself by contacting our Player Services team.

Self Exclusion is a permanent, irreversible closure of your account. You will not be able to play with us again, and we will also suspend any new registrations, made in your name, when detected.

Once the self-exclusion is applied, you will also no longer receive any further marketing materials from us. Any ungraded bets will be graded when the event finishes and we will enable you to withdraw your winnings but not to use them to bet with."

I would recommend sending an email including all the relevant information to cssupport@wildcasino.ag (as you did already) This time, specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, 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.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Best regards,

Petronela

I have sent this below email today

Jerry Z

Mon 12/13/2021 11:45 AM

to: cssupport@wildcasino.ag; cs@wildcasino.ag; support@wildcasino.ag

Subject: Self Exclusion from playing at your site

Hello WildCasino,

I would like to formally self exclude myself from playing at your site. I would like for this to be a permanent exclusion. The reason for this self exclusion is per my friends and families wishes.

Jerry

Thank you very much, Jerry, for your reply. Since you haven't mentioned the gambling problem your account should be closed (not self-excluded).

Please, let me explain to you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Please keep me informed.

Either way, I have not heard back from their support, nor have I received these details from WildCasino. It has been months

Thank you very much, Jerry, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

They say on their website that they will honor account closure requests within 24 hours:

I have sent another request today.

https://help.wildcasino.ag/knowledge-base/how-to-close-your-account/

Do you want to take a break? We understand. 

To close your account, please make this request to our Customer Service department.

Once the request is received, your account will be closed within the next 24 hours. 

Should you wish to re-open your account at any point again in the future simply email us again from the email address registered to your account. You’ll need to confirm your username, name and date of birth and we will be happy to take care of your request immediately.

If you have any questions, please contact our Customer Service Team and we will be happy to help you. 

Contact Us

Dear Jerry,

I’m sorry to hear that it took longer than usual, but I’m glad to hear that your request was honored at the end. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.