Wild Casino - Player would like to close the account.

An account was opened by my underage daughter and several charges were accepted by Wild Casino. I did not dispute the charges but to prevent this issue from moving forward I spoke with support and notified them of the situation and further demanded the account be permanently closed and any further deposits to the account be restricted. The account was opened in my name so I should have the authority to demand. I went further to express I had a gambling addiction so in accordance with responsible gambling the account should be terminated on that alone. Days later three more charges totaling almost two-hundred dollars flagged my debit card as suspicious at which time the card was locked. I then navigate to support once again on the same account and it's open and free for my underage child to continue gambling and deposit. Speaking with support for hours at that point to gain some control over the closure of the account and to demand the money be returned to my account due to the unauthorized nature on their part, an email was sent to my daughters email with a simple response they would not return the money. Wow. And the reviews on the internet for this casino are mostly paid reviews due to the lack of availability for players to leave a review.

Dear Kristoll,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, let me emphasize that the casino is in no way responsible for your child and what she does on the internet and I truly hope you understand that. Moreover, if the account was created in your name it would be close to impossible for you to prove that it was your child who created it, deposited money from your payment method, and played.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Lastly, as a parent, you should always make sure your child does not have access to online gambling establishments (and your credit cards).

Thank you very much in advance for your reply.

Best regards,

Kristina

Kristina,

This is George, I'm not sure why you're addressing my daughter. The fact that my daughter opened and accessed an account that did not require identification was ultimately the casino's fault. I am aware of this because she lacks the required documentation, making it impossible, and I did not open the account.

In fact, I took the time to connect with a support agent and ensured that she would terminate the account by explaining the scenario and stating that I had a hazardous gambling addiction in order to emphasize the significance of account closure. I only expressed the need to refund the transactions occurring after these efforts were made and this account continued accepting payments.

It is a couple hundred dollars. We're not talking about a significant loss for either of us at this point, so I'm not employing legal counsel for just a couple hundred bucks. Ma'am, the focus is solely on the steps taken by Wild Casino in response to my requests that the account be restricted upon learning of the facts.

Let me remind you that I did not consider the financial aspect until Wild Casino refused to close the account I requested to be closed attributable to my gambling addiction. Regarding the Unlawful Internet Gambling Enforcement Act of 2006 (UIGEA or Act), 31 USC 5361-5366, I am confident that I have the legal right to seek the recovery of my funds, and anything else that can be ruled in my favor.

So until the funds are released, I will be visible in many more places than this one. I will not release any communication threads since they will serve as my first line of defense. What I will send is a second request to return only the money that was charged after contacting customer service.

I hope this message finds you well,

GEORGE

Thank you for your reply, George. Please note that your Casino.guru account has been created by you and I didn't choose the name of your account. I addressed you by the name you entered:

Now, I would like to emphasize that if it is true that your daughter created an account in your name, she breached one of the main casino rules - each player must enter correct and valid personal details about themselves. Another rule that has been breached - each player must deposit funds from a payment method issued in their own name.

Ask yourself a simple question - how was the casino supposed to know who created an account if she used the personal details of someone else?

Not to mention that if she had access to your card, she sure could easily find a way how to access your ID and other documents and verify the casino account (by the way, didn't you notice that quite a significant amount of money was leaving your bank account?). Sure, ideally, we think casinos should perform a verification before the first deposit was even made, but unless someone from the casino stood behind her while creating the account and playing, the casino had no way of knowing who was using it. Again, you must understand that casinos are not responsible for anyone's children.

The situation would be a little bit different if an underaged child created an account in their own name using the correct date of birth - I would admit that the casino doesn't have the best player protection tools, and we would for sure confront the casino.

Furthermore, as I explained previously if the account was created in your name and deposits were made using payment methods issued in your name, it would be impossible to prove that the account was in fact used by someone else and I am more than sure you understand this.

Lastly, since you refused to provide the required documents, we cannot support you further in this case.

After gathering all the necessary information we don't think you are entitled to a refund, and we are forced to reject this complaint as unjustified. Nonetheless, if you disagree with our decision, you can try contacting the licensing authority, but I don't think their opinion would be much different from ours.