Wildz Casino - Player’s account closure request is ignored.

Hello,

I have sent a request to close my player account on this site and to block access to their sister casinos in order to prevent myself from gambling due to a gambling problem.

Despite this, when I was struggling with a gambling problem, I was able to play even though I had requested the blocking. This is a violation of their licensing terms, which is why I am entitled to and have requested a refund for the deposits I made. However, they refuse because they claim they cannot find the email I sent.

In the email I sent, there were four recipients, two of whom—other casinos—acknowledged my message the very next day, but Wildz ignored it.

Dear jokuwaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward the email in which you informed the casino about your gambling problems to me?
• Have you sent more than one email to the casino with your request? Have you tried contacting casino support via live chat after the casino failed to react?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I sent documents by email!

I once sent one email.

I've been in contact with customer service regarding the issue and they don't respond when they say they can't find the email I sent.

Hello,

In addition, I have tried to agree on the matter in such a way that they would return half of the deposits I made in order to reach a settlement in the matter.

I agree to this because I no longer have the original e-mail saved, but have probably deleted it when I have cleaned out the e-mail folder.

So in that case they can claim that I didn't send the email in question?

Thanks for your patience.

I can see the Self-exclusion request was sent in 2020. It's plausible the casino will not be able to recover such an email.

• Was your casino account ever closed?
• Was there any other effort from you to inquire about the status of your account since then?
• Could you please provide a timeline of when you deposited and played in the casino? When have you requested a refund from this particular casino?

Thanks in advance for your reply.

Hello,

I requested a refund from the casino in March 2024.

Also in March 2024 they closed my account completely.

I have made deposits in 2021-2023

Thanks for your reply.

I am sorry to inform you we can't continue with the case going forward. I understand this must be disappointing for you, however, due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.

Please note any email can be overlooked, and while casinos should act accordingly when receiving a self-exclusion request, the player also needs to actively pursue such a request if it isn't granted within a reasonable time.

Please let me know if the is any information I haven't considered, otherwise, I'll be forced to close the complaint.

I'll await your reply.

Dear jokuwaa,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.