The player from Germany had requested self-exclusion from Wildsino Casino due to gambling addiction the day after opening an account, but the casino had failed to respond or process the request. After a relapse, the player lost €500 and learned during a live chat with casino staff that his account had been blocked. The Complaints Team facilitated communication with the casino, which eventually confirmed that the player's manual withdrawal had been processed. The player received the funds and expressed gratitude for the resolution and support provided by the Complaints Team.
Wildsino Casino - Player's account was not closed after a self-exclusion request.
Amount: €500
Wildsino Casino
Safety Index:Above averageSafety Index
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7.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello,
On December 23, 2024, I opened an account at Wildsino Casino. I lost €200 there. Recognizing my problem with gambling addiction, I wrote an email the very next day on December 24, 2024, at 12:01 PM to my contact at the casino (I had previously received an email from him), requesting self-exclusion because I have a gambling addiction problem. The email is attached as a PDF.
Unfortunately, nothing happened on the part of the casino, and I continued to receive promotional emails. Yesterday, on January 4, 2025, I unfortunately relapsed and lost €500. I just spoke with a casino employee in the live chat, described my situation, and requested compensation for my loss. In response, I was informed that my account has now been blocked. I could only see this response for a few seconds before I was immediately logged out.
I would be very grateful if you could assist me in making a compensation claim.
Thank you in advance and kind regards!
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2 months ago
Dear demiansteppenwolf,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Have you received any reply from the casino to the email you sent on December 24?
Did you try to contact the casino between December 24th and January 4th, either by sending additional emails or by talking to a Live Chat representative?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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2 months ago
Translation
Hello Veronika,
Thank you for your reply!
No, I had not received a response to my email from December 24th, 2024 from the casino. Unfortunately, I had not tried to contact the casino by email again. I had not started the KYC verification either.
Many thanks and kind regards
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2 months ago
Thank you very much, demiansteppenwolf, 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.
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2 months ago
Hello demiansteppenwolf,
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 Wildsino Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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2 months ago
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.
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2 months ago
Dear demiansteppenwolf,
I am trying to reach the casino internally, outside of this thread, that's why I am setting another timer. I will be informing you here of any developments. Thank you for your patience.
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1 month ago
Translation
Hello Michal,
great, thank you very much for your efforts!
Best regards
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1 month ago
Hello all,
We need some more time to check this case further and we will try our best to give an update at the earliest as possible.
Your patience, understanding, and cooperation in this situation are truly appreciated!
Best wishes,
Wildsino team
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1 month ago
Thank you, Wildsino Casino for the update.
We will be waiting to hear from you.
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1 month ago
Dear demiansteppenwolf,
We are happy to confirm that your manual withdrawal has been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Best wishes,
Wildsino team
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1 month ago
Translation
Hello dear Wildsino team,
Thank you very much, I have already received the refund! I think it is very exemplary how you deal with the issue of gambling addiction and how you helped me.
Many thanks also to Michal from the Casino Guru team. Without your efforts this would not have been possible.
Best wishes and all the best!
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1 month ago
Dear demiansteppenwolf,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
