Wild Robin Casino - Igrački račun nije zatvoren.

Hello,

inhave managed to get my account closed but i had requested lots and lots of times to have my account closed. I explained that it’s affecting my mental health, asking for immediate closure but it never happened, there was always emails asking more questions or bonus offers when in fact my account should have been closed immediately. I will attach emails as proof of discussions. Thank you

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.

Dear Westy78,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello,

I requested both self exclusion and account closure as when asked for self exclusion the emails were ignored. I have sent email trails to the email address provided.

eventually my account was closed but not before spending a lot of money. Which I am requesting a refund for due to negligence.

Thanks

Dear Westy78,

Thank you for your response. Could you please advise on the timeline of the events?

When exactly did the casino close your account? Could you please confirm how much did you deposit in the meantime?

If possible, could you please attach receipt of your deposits as well?

Thank you for your patience and cooperation.

Dear Westy78,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru