Wildcard Casino - Player's request for self-exclusion ignored.

This whole casino is a scam!

‘I have a addiction to gambling and have sent over 20 emails asking to be self excluded and each time I am ignored.

I have tried everything, even claiming I have forgotten my password so I can get a family member to change it without me knowing, and they won’t let me, they just send me a message with the original password they set up for me!!!

I just want to my account closed down, I’m not even asking for my deposits back.

Please help me….. as the so called casino manager called Alex will not do a thing.

Dear Nick12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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 Wildcard 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 support@wildcardcasino.com (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

Hi, I have done the above and am now waiting for a reply, once I get any relevant information I will pass it on to you.

Thank You for your help.

Hi Nick12,

Have there been any developments since our last conversation, please? 

Hi,

No news at all!

Hey Nick12,

• Did you get a chance to reach out to live chat or any other channel if the casino hasn't responded yet?

Thank you.

Hi again, there is no live chat on the website! The only things I have received is emails telling me I’m entitled to a bonus if I deposit with cashlib!!!!

I have tried on numerous occasions to unsubscribe from the link at the bottom of the mails and each time I get a response of email not recognized!

Thank you very much, Nick12, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Nick12,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wildcard Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi, I have sent numerous emails and requests and followed all necessary rules and regulations to be self excluded.

unfortunately all demands up until now have been ignored.

I like yourself hope we can sort this situation out as quickly as possibly.

thank you for trying to assist me, it’s much appreciated.

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 have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't 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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru