Wild Robin Casino - После запроса на закрытие аккаунт игрока остаётся открытым.

Hello, I closer my account on 14.05.2025 due to the reason- gambling. I thought that the problem was solved because i received the confirmation that the account was closed. Unfortunately they sent my numerous bonus offered and I decided to check if the account was blocked as they confirmed. Unfortunately not. I deposited 1000 PLN. I want to get back this money and close my account permanently as I requested for the first time. Could you Please helo me get back my money?

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling problems via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Wild Robin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello, I managed to close my account once again, but I received the information that if I change my mind, they will be more than happy to Bering my request to reopen the account. I closed my account on 14.05.2025 marking that I have gambling problem and demending to close my account forever. On 27.03.2026 I received the info about bonus and named as VIP customer. I would like to underline that I never contacted Wildrobin to reopen my account. I clicked the link in theirs e-mail and easily entered the page. I deposited there 1000 PLN in total. It was the trigger for me. I contacted wildrobin describing the situation and requesting the refund, I will send them reminder putting you in the copy, so that you would have whole correapondance sińce may 2025. Thank you.

And what is more I am pretty sure that it is not a good practice to send any communications from the Casino to players who announced the problem with gambling, not mentioning the proposals of bonuses or VIP level and reopen the account(on their request or as it was in my case without my knowledge). It was a real trigger for me.I Told them many times in May 2025 to close my account forever due to gambling problems

Thanks for providing me with the update via email.

Please let me know whether the casino processed your refund.

Please let me know if we can consider the issue resolved.

Hello, unfortunately not and I cannot receive aby update from these side… do you have maybe the magic solution to push them🙂?

My refund is still not proceded…

Hello MagdaD,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Did the casino process your refund since your last post?

Please let me know.

Seriously? No,they didn’t. I waited for you 2 weeks in order to be asked the same question? Really?

Thanks for your reply.

Please note that refunds might take up to a month to process. If you won't receive it by May 3rd or if there are any obstacles not previously communicated, we'll contact the casino and ask them for assistance.

Thanks in advance for your understanding in the matter.