Wildsino Casino - Аккаунт игрока был закрыт после многочисленных запросов.

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Good morning,

I wish to file a complaint against Wildsino for failing to comply with my repeated requests for account closure, blocking, and self-exclusion. I am requesting reimbursement of €7,000, representing the net losses I have been able to recoup following my exclusion requests.

My first request dates back to December 7, 2025. I wrote to Wildsino support: "I wish to have my account deleted and be banned from your platform." Despite this explicit request for a ban, my account remained accessible and I continued to be able to deposit and play.

Faced with the lack of closure, I multiplied my requests: January 11, 12, 13, 14 and 28, 2026, February 25 and 26, then March 3, 2026.

On January 11th, I again requested the permanent deletion of my account.

On January 12, I explained in particular the losses incurred and explicitly asked to be "excluded and blocked" and to "permanently delete my account".

On January 13th, I indicated that this was already my third request for permanent closure.

On January 14th, I wrote: "For the 4th time. Can you exclude me and delete my account from your platform?"

On January 28, I again called for an immediate closure, citing in particular a huge financial loss.

Despite all these requests, my account remains active.

The message from February 25th is particularly important. I'm responding to a promotional communication from Wildsino by explicitly asking: "Please don't try to contact me again or make me offers." I then clearly explain: "I can't manage my spending" and that I want to close my account "to protect myself."

At this point, Wildsino could no longer ignore the reason for my request: I was explicitly reporting a difficulty in controlling my gambling expenses and asking for their intervention to protect me.

However, my account is still not closed.

On February 26th, I asked again: "I really want to delete my account, please."

Finally, on March 3rd, after another exchange with Wildsino, I confirmed once again: "Yes, I stand by my decision and wish to completely delete my account."

Despite this series of requests, Wildsino finally closed my account only in August 2026, approximately eight months after my first request on December 7th.

I want to clarify that my complaint is NOT about requesting a refund simply because I played and lost. The problem is that Wildsino allowed me to continue depositing and playing even though I had repeatedly asked to be banned, excluded, and blocked, and had explicitly explained that I was unable to manage my spending and requested closure to protect myself.

AMOUNT CLAIMED: €7,000

This amount was not chosen arbitrarily. Before closing the account, I made a video recording of my screen while reviewing the transaction history displayed directly on Wildsino. I also kept screenshots.

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Bonjour,

Je souhaite déposer une plainte contre Wildsino pour non-respect de mes demandes répétées de fermeture, blocage et auto-exclusion. Je demande le remboursement de 7 000 € correspondant aux pertes nettes que j’ai pu reconstituer après mes demandes d’exclusion.

Ma première demande remonte au 7 décembre 2025. J’ai écrit au support Wildsino : « Je souhaite faire supprimer et me faire bannir de votre plate-forme. » Malgré cette demande explicite de bannissement, mon compte est resté accessible et j’ai continué à pouvoir déposer et jouer.

Face à l’absence de fermeture, j’ai multiplié les demandes : 11, 12, 13, 14 et 28 janvier 2026, 25 et 26 février, puis 3 mars 2026.

Le 11 janvier, je demande à nouveau la suppression définitive de mon compte.

Le 12 janvier, j’explique notamment les pertes rencontrées et demande explicitement à être « exclue et bloquée » et à « supprimer définitivement mon compte ».

Le 13 janvier, j’indique qu’il s’agit déjà de ma troisième demande de fermeture définitive.

Le 14 janvier, j’écris : « Pour la 4e fois. Pouvez-vous m’exclure et supprimer mon compte de votre plate-forme. »

Le 28 janvier, je demande encore une fermeture immédiate en évoquant notamment une énorme perte d’argent.

Malgré toutes ces demandes, mon compte reste actif.

Le message du 25 février est particulièrement important. Je réponds à une communication promotionnelle de Wildsino en demandant expressément : « S’il vous plaît n’essayez pas de me relancer ou de me faire des propositions. » J’explique ensuite clairement : « Je n’arrive pas à gérer mes dépenses » et que je souhaite fermer mon compte « pour me protéger ».

À ce stade, Wildsino ne pouvait donc plus ignorer la raison de ma demande : je signalais explicitement une difficulté à contrôler mes dépenses de jeu et demandais leur intervention pour me protéger.

Pourtant, mon compte n’est toujours pas fermé.

Le 26 février, je demande encore : « Je souhaite vraiment supprimer mon compte svp. »

Enfin, le 3 mars, après un nouvel échange avec Wildsino, je confirme une nouvelle fois : « Oui je maintiens ma décision et souhaite totalement supprimer mon compte. »

Malgré cette succession de demandes, Wildsino n’a finalement fermé mon compte qu’en août 2026, soit environ huit mois après ma première demande du 7 décembre.

Je précise que ma plainte ne consiste PAS à demander le remboursement simplement parce que j’ai joué et perdu. Le problème est que Wildsino m’a permis de continuer à déposer et à jouer alors que j’avais demandé à plusieurs reprises d’être bannie, exclue et bloquée, et que j’avais ensuite explicitement expliqué ne pas réussir à gérer mes dépenses et demander la fermeture pour me protéger.

MONTANT RÉCLAMÉ : 7 000 €

Ce montant n’est pas choisi arbitrairement. Avant la fermeture du compte, j’ai réalisé un enregistrement vidéo de mon écran en parcourant l’historique des transactions affiché directement sur Wildsino. J’ai également conservé des captures d’écran.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildsino 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 any gambling issues? Please share the information with timestamps, including the responses of the casino 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 contact the casino again via email, 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 Wildsino 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 Tomas,

I confirm that I have just sent you two emails containing all the documents and screenshots I have regarding my complaint against Wildsino. I simply split the documents between two messages to avoid making the attachments too large.

You now have all the elements and evidence in my possession for the examination of my case.

I sincerely thank you for your intervention and for the time you dedicated to reviewing my complaint.

Of course, I remain fully available should you require any further information, clarification, or any other document.

Thank you again for your help.

Sincerely,

Sarah *****

Bonjour Tomas,

Je vous confirme que je viens de vous envoyer deux e-mails contenant l’ensemble des pièces et captures d’écran dont je dispose concernant ma plainte contre Wildsino. J’ai simplement réparti les documents sur deux messages afin de ne pas trop alourdir les pièces jointes.

Vous disposez donc désormais de l’intégralité des éléments et preuves en ma possession pour l’examen de mon dossier.

Je vous remercie sincèrement pour votre intervention et pour le temps consacré à l’étude de ma plainte.

Je reste bien entendu entièrement disponible si vous avez besoin d’une information complémentaire, d’une précision ou de tout autre document.

Merci encore pour votre aide.

Cordialement,

Sarah *****

Hello, did you receive my emails? Thank you in advance for your reply.

bonjour avez vous bien reçus mes mails ? D avance merci pour votre réponse

Thanks for your reply.

I received 3 emails from you.

Could you please explain what actions and communication you took that led to your account being closed in August 2026?

Could you please share the response from support or your VIP manager that you received after your message on February 25th?

Send it to me with the time visible.

Thanks in advance for your reply.

Hello Tomas,

I confirm that I sent you two separate emails to answer your two questions. I intentionally separated the material into two parts to make it easier to find and review the information and supporting documents.

I sincerely thank you for your intervention and for following up on my complaint.

Of course, I remain available if you need any further information or documents.

Best regards,

Sarah ****

Bonjour Tomas,

Je vous confirme vous avoir envoyé deux e-mails distincts afin de répondre à vos deux questions. J’ai volontairement séparé les éléments en deux parties afin que les informations et les pièces justificatives correspondantes soient plus faciles à retrouver et à examiner.

Je vous remercie sincèrement pour votre intervention et pour le suivi de ma réclamation.

Je reste bien entendu disponible si vous avez besoin d’informations ou de documents complémentaires.

Bien cordialement,

Sarah ****

I have just sent you a third email. I have forwarded the email I sent to the Wildsino website on February 25, 2026.

Thanks a lot,

Sarah ****

Je viens de vous envoyer un troisième e-mail. J’ai transféré le mail que j’ai émis au site Wildsino en date du 25 février 2026

merci beaucoup,

Sarah ****

Dear Sarahboubou,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Sarahboubou, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Wildsino Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at [email protected].

Thank you for your patience and cooperation.

Hello, thank you for your attention to my request and all the work you have done. Please don't hesitate to contact me if you have any questions. Thank you.

Bonjour, je vous remercie pour l’attention portée à ma demande et tout le travail que vous avez effectué. N’hésitez pas à revenir vers moi pour n’importe quelle question. Merci

Hello Matej,

I have just received a direct settlement offer of €7,000 from Wildsino regarding my complaint.

I have sent you the full details and screenshots privately by email before responding to Wildsino.

I would appreciate your advice before I accept anything.

Thank you.

Dear Sarahboubou, I have responded to your message. Please let me know how you decided to move forward with this complaint. :)

In the meantime, dear Wildsino Casino, can you please confirm the accoutn has been clsoed and marked as "gambling addict, never reopen" and that all marketing communication towards this player (via e-mail and/or phone) has been disabled? Thank you.

Good morning,

I am writing to inform you that I have replied to Wildsino by providing them with the requested bank details in order to process the refund.

As soon as the payment is actually credited to my bank account, I will immediately inform Casino Guru to confirm that everything is back in order and that the situation is fully resolved.

Thank you again for your help and follow-up on this matter.

bonjour,

Je vous informe avoir répondu à Wildsino en leur transmettant les informations bancaires demandées afin de procéder au remboursement.

Dès que le paiement sera effectivement crédité sur mon compte bancaire, j’en informerai immédiatement Casino Guru afin de confirmer que tout est bien rentré dans l’ordre et que la situation est entièrement réglée.

Merci encore pour votre aide et votre suivi dans ce dossier

Good morning,

I wanted to confirm that I have received the €7,000 refund from Wildsino. The money has now been credited to my bank account, and I can therefore confirm that my complaint is fully resolved.

I would like to sincerely thank the entire Casino Guru team for your support, availability, and the quality of work performed throughout this process. Your intervention and the professionalism with which my case was handled were extremely valuable to me.

I would also like to thank Wildsino. Despite the initial disagreement, I want to emphasize that once the complaint was processed through this procedure, the casino handled the situation professionally and honored the agreed-upon solution. Furthermore, the refund was processed extremely quickly after I provided my bank details.

I am obviously very grateful for the outcome of this complaint and for the work done by all the people who made it possible to reach this resolution.

A huge thank you again to the Casino Guru team for your help, professionalism and support.

Best regards,

Sarahboubou

Bonjour,

Je souhaitais vous confirmer que j’ai bien reçu le remboursement de 7 000 € de la part de Wildsino. La somme est désormais créditée sur mon compte bancaire et je peux donc confirmer que ma plainte est entièrement résolue.

Je tiens à remercier très sincèrement toute l’équipe de Casino Guru pour votre accompagnement, votre disponibilité et la qualité du travail réalisé tout au long de cette procédure. Votre intervention et le sérieux avec lequel mon dossier a été traité ont été extrêmement précieux pour moi.

Je souhaite également remercier Wildsino. Malgré le différend initial, je tiens à souligner qu’une fois la plainte prise en charge dans le cadre de cette procédure, le casino a traité la situation avec professionnalisme et a respecté la solution convenue. Le remboursement a d’ailleurs été effectué extrêmement rapidement après la transmission de mes informations bancaires.

Je suis évidemment très reconnaissante de l’issue de cette plainte et du travail réalisé par toutes les personnes qui ont permis d’aboutir à cette résolution.

Encore un immense merci à l’équipe de Casino Guru pour votre aide, votre sérieux et votre accompagnement.

Bien cordialement,

Sarahboubou

Dear All,

We would like to confirm from our side that we have processed a refund of 7,000EUR to the customer and we consider this complaint as resolved.

Thank you for your understanding!

Best regards,

Wildsino.com

Dear Sarahboubou,

I am very happy to hear that your issue has been resolved, and would like to thank Wildsino Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, 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,

Matej

Casino.Guru