The player from Germany requested self-exclusion from Wildsino Casino due to gambling addiction the day after opening an account, but the casino failed to respond or process the request. After a relapse, the player lost €500 and learned that his account had been blocked during a live chat with casino staff.
Wildsino Casino - Player's account was not closed after a self-exclusion request.
Amount: €500
Wildsino Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.7
Wildsino Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
5d 22h 59m 21s
Case summary
yesterday
Public
Public
2 days 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!
Automatic translation:
Public
Public
yesterday
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!
Casino Guru is examining the case
