The player from Portugal claimed to have experienced repeated losses at the casino and suspected that the games were rigged. He had requested account closure in June, which was ignored, leading him to gamble again despite ongoing problems. He was then asking for a refund of €1000 and demanding the closure of his account. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, resulting in the closure of the complaint at that time. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Wild Robin Casino - Player requests account closure and refund of funds.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
I've played at this casino many times and I've lost every time. I think the games are rigged and should be investigated, anyway i sent you an e-mail to close my account in june you ignored my request and did not close the account as i currently have gambling problems i started playing again and with that i spent money that i was not supposed to spend the aggressive advertising of this casino made me start playing again after i asked you to close my account and you did not do it so i ask for the €1000 i spent in this casino that i should not have spent and that my account be closed if the money is not given or returned i will file a civil lawsuit against casino
Automatic translation:
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Robin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
- Could you please advise when was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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5 months ago
Dear bruno16meijinhos8,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
