Wild Robin Casino - Igrački nalog je zatvoren.

After making a deposit, the casino blocked my account – they have the right to do so according to the terms and conditions, which I don't dispute. From the very beginning, I've been writing to request a refund of my deposit, and the company either lies about sending a new password, only to admit the same day (or in a different email) that my account is closed. Talking to support is like talking to people who have lost their way. I don't expect anything other than the company returning my deposit. It's a comedy – they reply with different messages every time. I haven't made any payments on my account except for the deposit, so I'm anticipating any questions. Simply deposit – account blocked.

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 Wild Robin Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was there any gaming activity on your account prior to your deposit?
• Could you please share with me your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi Tomas. It's hard to say anything. I made a deposit and the casino blocked me from logging in. The casino staff responds without thinking. My last email to the casino was to point out that they were misleading me.

The casino initially claimed my account was active. When I provided a screenshot, they sent me a message stating that my account had been closed by administrative decision.

When I asked them to refund my deposit, they assumed the account was open and said they could refund it, but they would take some of my funds.

They recently stated that the account was open again. In response, I copied and pasted their email, which clearly stated that my account was closed by administrative decision, which I accepted.

There was no activity on my account.

The situation with this company is like a game of cat and mouse. There's no continuity in the conversation, and the next person who responds has no idea what they're talking about.

For over a month, I've been sending this company the same messages asking for my deposit back. At this point, they're deliberately blocking my funds for no reason. I've sent numerous messages telling me to return the funds to the address they provided (the one they received the deposit from).

Actually, I don't want anything from this company except a refund of my deposit since they refused to provide me with their services.

That's all I need to know, but it's very difficult for this company to be polite and courteous to support staff who respond only once every few days and have absolutely no idea what they're talking about.

I ask the company to provide an answer, then in case of a lie I will provide screenshots of conversations with the company and address the situation.

Thanks for your reply.

I would like to ask you to provide evidence of the incident, so we may confront the casino.

Share screenshots here or send the information to my email at tomas@casino.guru

It would be best to ask the casino for their opinion on why they're holding my deposit and not responding to messages. I'm sending the information I received from the casino via email.

This casino's support response is outrageous. I just received a message that I need to turn over my deposit to withdraw it. I don't know what else to say – they're a bunch of losers and people who have trouble reading, there's no other way to describe it. I've already agreed with the casino that my account is closed, but suddenly they're telling me to turn over my deposit – they have no idea what they're talking about. It's outrageous that this company has support that doesn't understand anything and continues to hold my deposit despite refusing me service. It looks like a Christmas joke; this correspondence with them is a disgrace for NOVAFORGE LTD. I think their conversations deserve to be featured on some social media channel, because such a high level of ignorance is unheard of anywhere else. I can paste their emails here if you'd like, so more people can have a laugh.

This support is a SCAM and Novaforge LTD is a joke. What they write is inexplicable.

On November 20th, I received an email from WildRobin stating that my account was closed. Just then, some idiot named Ray wrote to me that I should turn over my deposit and my account is active. This company is a joke. They're full of clowns and people who aren't even fit to respond to such simple requests.

Stop embarrassing yourself and give me back my deposit, to which you have no right at the moment and are holding my funds for no reason.

To confirm that they are a bunch of idiots, I am pasting their emails 🙂

Gosia (WildRobin)

20 Nov 2025, 20:53 EET

Dear Mr. Michal,

Thank you for contacting WildRobin Customer Service.

By decision of the Administration, your account is blocked from logging in. We sincerely apologize for the inconvenience.

If you have any questions, please contact us by email support@WildRobin.com or Live Chat.

Best regards,

The WildRobin.com Team

20 November 🙂 - lets go

Laila (WildRobin)

25 Nov 2025, 10:58 EET NOVEMBER

Dear Mr. Michal,

Thank you for contacting WildRobin Customer Service.

Please be advised that we require some additional information to process the withdrawal of your available funds. We sincerely apologize for any inconvenience this process may cause and thank you for your understanding.

Please send us the following information:

-Full name (please provide all names, including middle name)

-E-mail

-Name and surname of the bank account holder

-IBAN/Account number

-Bank name

-Bank location (country)

-SWIFT/BIC

If you have any questions, please contact us by email support@WildRobin.com or Live Chat.

Best regards,

The WildRobin.com Team

the company is trying to get my bank details even though I didn't use the bank account to make the payment

Grzegorz (WildRobin)

26 Nov 2025, 17:35 EET

Dear Mr. Michal,

Thank you for contacting our support team.

Thank you for clarifying the situation and providing the information. Your case has been forwarded to the appropriate department, which is currently reviewing it, including the refund to ETH.

We kindly ask you to be patient a little longer - we will contact you as soon as we receive confirmation from the responsible department.

Thank you for your understanding and we remain at your disposal.

If you have any additional questions, please contact us by email support@WildRobin.com or via live chat.

Kind regards,

Customer service

bullshit about the company verifying information regarding cryptocurrency refunds

AGAIN

Jamil (WildRobin)

6 Dec 2025, 17:11 EET

Dear Michal,

Thank you for contacting the WildRobin.com support team.

I appreciate you getting in contact with me regarding your issue. I have assessed your case and after the investigation, I noticed that according to our terms and conditions you need to complete the wager of your deposit in order to withdraw the funds.

If you have additional questions, please feel free to contact us via email support@WildRobin.com or via Live Chat.

Yours sincerely,

WildRobin.com support team

BULLSHIT

and AGAIN nice information from support

Ray (WildRobin)

6 Dec 2025, 17:50 EET

Dear Michal,

Thank you for contacting the WildRobin.com support team.

We would like to express our sincere thanks for your attention and for taking the time to communicate with us. Your interest and trust are very valuable to us, and we are here to ensure that you receive the best possible assistance.

I can understand how frustrating this situation must be for you, and I genuinely wish we can find an alternative way to make things easier. Please know that I'm here for you and will do everything I can to assist you.

However, I would like to highlight first that you currently contacting Wildrobin Casino support, and not the Casino you mentioned in your reply. There might be a confusion, we kindly invite you to double check the Casinos.

Furthermore, on this platform your account is active and operational; therefore, and as per our Terms and Conditions, to be able to withdraw your current funds lately deposited, you need to wager it at least once (1x time).

We highly appreciate your cooperation and understanding for the purpose.

If you have additional questions, please feel free to contact us via email support@WildRobin.com or via Live Chat.

Yours sincerely,

WildRobin.com support team

Clearly, this company doesn't know what they're talking about. WILDROBIN NOVAFORGE LTD maybe you could address this matter and tell us why they're blocking my funds for no reason. We also know that another company of yours is blocking my funds. Perhaps you could finally explain what you mean?

this is what it's like to talk to this shit, I don't show respect because they don't show respect to anyone either

On November 20th, I received an email from WildRobin stating that my account was closed. Just then, some idiot named Ray wrote to me that I should turn over my deposit and my account is active. This company is a joke. They're full of clowns and people who aren't even fit to respond to such simple requests.

Stop embarrassing yourself and give me back my deposit, to which you have no right at the moment and are holding my funds for no reason.

To confirm that they are a bunch of idiots, I am pasting their emails 🙂

Gosia (WildRobin)

20 lis 2025, 20:53 EET

Szanowny Panie Michale,

Dziękujemy za kontakt z Działem Obsługi Klienta WildRobin.

Zgodnie z decyzją Administracji, Pana konto jest zablokowane do zalogowania. Mocno przepraszamy za niedogodność.

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@WildRobin.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół WildRobin.com

20 november 🙂 - lets go

Laila (WildRobin)

25 lis 2025, 10:58 EET NOVEMBER

Szanowny Panie Michale ,

Dziękujemy za kontakt z Działem Obsługi Klienta WildRobin.

Uprzejmie informuję, że do przetworzenia wypłaty Pana dostępnych środków potrzebujemy kilku dodatkowych danych. Bardzo przepraszamy za wszelkie niedogodności związane z tym procesem i dziękujemy za wyrozumiałość. 

Prosimy o przesłanie poniższych informacji:

-Pełne imię i nazwisko (proszę podać wszystkie imiona, w tym drugie imię)

-E-mail

-Imię i nazwisko właściciela konta bankowego

-IBAN/Numer konta

-Nazwa banku

-Lokalizacja banku (kraj)

-SWIFT/BIC

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@WildRobin.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół WildRobin.com

the company is trying to get my bank details even though I didn't use the bank account to make the payment

Grzegorz (WildRobin)

26 lis 2025, 17:35 EET

Szanowny Panie Michale,

Dziękujemy za skontaktowanie się z naszym zespołem wsparcia.

Dziękujemy za wyjaśnienie sytuacji oraz przesłane informacje. Pana sprawa została już przekazana do odpowiedniego działu, który aktualnie ją weryfikuje, również w zakresie zwrotu na ETH.

Uprzejmie prosimy o jeszcze odrobinę cierpliwości — skontaktujemy się z Panem niezwłocznie, jak tylko otrzymamy potwierdzenie z działu odpowiedzialnego.

Dziękujemy za wyrozumiałość i pozostajemy do dyspozycji.

Gdyby pojawiły się dodatkowe zapytania, prosimy o kontakt poprzez e-mail support@WildRobin.com lub przez czat na żywo.

Z poważaniem,

Obsługa klienta

bullshit about the company verifying information regarding cryptocurrency refunds

AGAIN

Jamil (WildRobin)

6 gru 2025, 17:11 EET

Dear Michal,

Thank you for contacting the WildRobin.com support team.

I appreciate you getting in contact with me regarding your issue. I have assessed your case and after the investigation, I noticed that according to our terms and conditions you need to complete the wager of your deposit in order to withdraw the funds.

If you have additional questions, please feel free to contact us via email support@WildRobin.com or via Live Chat.

Yours sincerely,

WildRobin.com support team

BULLSHIT

and AGAIN nice information from suppport

Ray (WildRobin)

6 gru 2025, 17:50 EET

Dear Michal,

Thank you for contacting the WildRobin.com support team.

We would like to express our sincere thanks for your attention and for taking the time to communicate with us. Your interest and trust are very valuable to us, and we are here to ensure that you receive the best possible assistance.

I can understand how frustrating this situation must be for you, and I genuinely wish we can find an alternative way to make things easier. Please know that I'm here for you and will do everything I can to assist you.

However, I would like to highlight first that you currently contacting Wildrobin Casino support, and not the Casino you mentioned in your reply. There might be a confusion, we kindly invite you to double check the Casinos.

Furthermore, on this platform your account is active and operational; therefore, and as per our Terms and Conditions, to be able to withdraw your current funds lately deposited, you need to wager it at least once (1x time).

We highly appreciate your cooperation and understanding for the purpose.

If you have additional questions, please feel free to contact us via email support@WildRobin.com or via Live Chat.

Yours sincerely,

WildRobin.com support team

Clearly, this company doesn't know what they're talking about. WILDROBIN NOVAFORGE LTD maybe you could address this matter and tell us why they're blocking my funds for no reason. We also know that another company of yours is blocking my funds. Perhaps you could finally explain what you mean?

this is what it's like to talk to this shit, I don't show respect because they don't show respect to anyone either

Employee Jamil – or at least the person signing with that name – is unfit to even write support messages. I just received an email asking me to turn over my deposit :) This casino is full of idiots.

This is a comedy scene. The company closed my account after I made a deposit and refuses to return my funds. No action has been taken on the account.

The company confirms the account closure, and then a moment later says the account is still active – then says I need to turn over the funds, but in reality, the account is closed.

Conversing with them is like talking to a bunch of idiots. I'll gladly take screenshots to prove it, so you can understand what kind of idiots they are. I'm sorry, but the messages I receive from them mean I won't hear a kind word from this company. They scam me with every message.

Dear levy09,

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, Jana (jana.k@casino.guru). 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

Dear levy09,

my name is Jana and I will be assisting you in resolving the issue you encountered. Now I would like to invite Wild Robin Casino representative and ask why the player´s account was blocked?

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

WildRobin Team

I must emphasize that we do not accept threats or aggressive language. We are here to help facilitate a constructive resolution, but we ask that you communicate respectfully so we can effectively support you. If this approach does not align with what you’re looking for, we strongly recommend seeking a different platform that might better suit your needs.

Please let us know if you’re willing to proceed constructively, and we’ll continue to assist where we can.

I didnt write this in bad faith. For two months, as you can see, this company has been sending me emails that are not true. I'm frustrated because we're talking about a small amount of money, yet it's such a big deal. It's hard to maintain respect when this company doesn't respect me, and their responses clearly indicate that they don't respect me. I apologize, and I also support the conversation being conducted with mutual respect.

Dear all,

We truly appreciate your patience.

We would like to inform you that the remaining balance has been successfully withdrawn.

Best regards,

WildRobin Team

Dear levy09,

could you please confirm whether you have received the remaining funds from the casino?

At the moment I have not yet received confirmation from the casino about the withdrawal of money, I will definitely let you know when I receive it

I confirm - I received a refund of my deposit

Dear levy09,

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,

Jana

Casino.Guru