Wildsino Casino - Player's account has been reopened against his wishes.

why did you open my account while I close before months because of my addiction problems

I asked so many times to close my account because I lost a lot of money and today you open it again

And you force me to lose more than $400

I would like to kindly really kindly because I have very serious addiction problems and you didn't make the right measurements to refund me all this amount that I deposit today

Dear Kostaspaoj, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Yes but in this site there is no option on self exclusion so the next option is theese one

Why you dont cross check the casinos that you put good rating

So this is wtong for what u said to me

I have checked the Responsible Gaming section of Wildsino Casino, and this is what I found:

Self-exclusion request: you can contact Support Service Team via e-mail: support@wildsino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Have you sent any emails to the casino customer support with the request to close your account due to gambling addiction?

Shame on you i thought you will support me but you are also a piece of this dirty system of rating bad casinos with good grade shame on you

Thank you for your reply. I truly understand your frustration, and I’m really sorry to hear that you feel unsupported in this situation. I want to emphasize that we are here to help.

I understand that you did not find an option for self-exclusion at Wildsino Casino, but I did find that they allow players to contact customer support to close their accounts, which is one way to address the situation. It seems that they ask for the player to notify them, which places some responsibility on the individual, but it’s also crucial for players to take the necessary steps to prevent creating new accounts after account closure.

I genuinely care about your situation, and if you’ve requested closure due to addiction, we want to support you in ensuring the casino follows through on your request. Could you please send me any communication or emails you’ve had with the casino requesting your account closure? I’d be happy to investigate further for you.

Dear Kostaspaoj,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.