Wildz Casino - Igrač podnosi žalbu u vezi sa primenom ograničenja depozita.

I would like to submit a complaint against Wildz Casino regarding responsible gambling deposit limits.

I had a group-level deposit limit of €40 / 30 days set via a sister brand/customer support (spinz). This limit was enforced on other sister brands, but on Wildz I was able to deposit far beyond that level during 6–20 February 2026, including 20.2.2026.

I have already filed a formal complaint with Wildz and can provide the case/reference ID privately if needed. Their replies so far focused on licensing/entity change and general statements that limits apply per brand, but they have not clearly addressed why the group limit was not applied on Wildz during the above period, nor provided a clear final decision on goodwill compensation.

I am requesting a goodwill refund/compensation at minimum for deposits made on 20.2.2026 that were accepted beyond the stated group limit, and a written explanation of why the group limit was not enforced on Wildz during 6–20.2.2026.

Evidence available (can provide):

Screenshots showing the group deposit limit (€40/30 days) and sister-site wording

Wildz transaction/deposit history showing deposits and totals (incl. 20.2.2026)

Email correspondence with Wildz (case ID available privately upon request)

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

• Have you set any deposit limits directly in your Wildz Casino account?
• Have you received any confirmation that the deposit limit set in Spinz Casino will also be applied to your Wildz Casino account? If so, kindly forward me the email correspondence between you and the casino customer support regarding this issue at veronika.f@casino.guru. Please include any other evidence that could be relevant to the investigation of your complaint as well.

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

Best regards

Veronika

I sent you a email

Thank you for your emails. I have reviewed the Terms and Conditions of Wildz Casino, and this is what I found:

9.11 - Any Account limits, time outs and self-exclusion requests would be valid for the licensed brand you are currently a member of (for example wildz.com) only and does not include other sites operated by us.

However, the screenshots you sent me show a "Wildz Group" monthly deposit limit. Could you please send me any evidence showing when exactly you activated this limit?

Am I correct in understanding that no limits were active in your Wildz Casino account from 6 February to 20 February?

To confirm, there were no active limits visible on my Wildz Casino account during the period 6 February 2026 to 20 February 2026.

I do not have evidence showing the exact date when the group limit was originally activated. The limit was set a long time ago by customer support on Spinz Casino, and I no longer remember the exact date myself.

However, that same group limit was enforced on the other sister sites I use, including Spinz, Wheelz, Caxino and Tuplaus.

Hi Wildz replied as follows:

Upon review, we have determined that as you did not have a Wildz account at the time your €40 common limit was applied, this limit was not automatically extended to your newly created Wildz account.

Now that you have brought this to our attention, we have updated your settings accordingly and the €40 common limit has been applied across all your active brands, including Wildz & may be accessed immediately. 

That said, we regret to inform you that there are no grounds for a refund in this instance.

In your opinion, should I continue pursuing this matter, or would you recommend leaving it here?

Wildz previously told me that the reason the €40 common limit was not applied to my Wildz account was because I did not yet have a Wildz account at the time the limit was originally set, so it was not automatically extended to that newly created account.

However, I have now created an account on another of their brands, Blingi.com, and the Wildz Group limit appeared there immediately from the start.

This seems inconsistent with their explanation. If the group/common limit can now be applied automatically to a newly created account on another sister site, I do not understand why it was not applied to my Wildz account during the relevant period.

In your opinion, does this make the operator’s explanation weaker, and is this still something worth pursuing

Hello apple123,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Wildz replied:To provide some context, Wildz Casino began operating under the new license issued by the Malta Gaming Authority (License No. MGA/B2C/1079/2025) effective November 20, 2025 - this was explained within the email sent to you on March 10th 2026.

Because your Wildz account was created after this transition, it was established under the new licensing framework. As a result, any limits set under the previous license did not automatically carry over to this new account.

However, following your feedback, we have then manually applied your previous limit to your Wildz account. Moving forward, this limit will remain active across all current and future brands - such as Blingi, operating under this license unless you choose to amend it.

However, this is exactly what I find difficult to understand. On other sister sites within the same group, I also had to create new accounts, but the same group/common limit was still active there. I did not manually set the limit again on those sites, yet it remained in effect.

For that reason, the explanation still seems inconsistent to me. If the licence transition and new account creation were the real reason, then I do not understand why this issue affected Wildz only, while the same limit continued to function on my other sister sites.

In my view, this suggests that the problem was not simply the licence transition itself, but that the common/group limit was not correctly applied specifically to Wildz. Despite acknowledging this and manually correcting the limit afterwards, the operator still refused any refund or compensation.

Dear apple123;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Ok

Dear apple123,

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, Samko, samuel.s@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,

Karla Mayfly

Dear apple123,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wildz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wildz Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on why the previously set responsible gaming limit was not consistently applied across all sister brands within the group, and why it was missing specifically on the Wildz Casino account despite being active on other related platforms.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

New message from wildz:

Thank you for your response. I would like to address your question regarding your sister-site accounts and clarify the situation further.

To provide further context, while all our brands transitioned to the new license (License No. MGA/B2C/1079/2025), account creation and the application of limits are processed strictly on a brand-by-brand basis.

Because your Wildz account was newly opened as a distinct registration event, we held no previous limit information for you on this specific platform. The fact that limits were active on your other sister-site accounts does not dictate the automated setup of your new account on Wildz.

As previously mentioned, following your feedback, we have manually applied your previous limit to your Wildz account. Moving forward, this limit will remain active across all current and future brands operating under this license unless you choose to amend it.

As we have fulfilled the request to apply these limits and provided the necessary licensing context, we now consider this matter resolved. Should you disagree with this outcome, you have the right to escalate your concerns to the Malta Gaming Authority (MGA).

Dear apple123,

thank you for the update and for sharing the casino’s response.

Dear Wildz Casino,

thank you for your explanation.

At this stage, however, your response still does not fully clarify the core concern of this complaint, which relates to the practical enforcement of responsible gambling limits across your multi-brand system during the relevant period.

To properly assess the case, we would kindly ask for further clarification on the technical side of your system:

• How are group or "common" responsible gambling limits technically stored and applied across individual brands within your platform?
• Is there a central system that automatically synchronises these limits across all brands, or are limits maintained independently per brand account?
• If no automatic synchronisation exists, how is consistency ensured when a player already has an active group-level limit across sister brands?
• In this specific case, what technical reason explains why the limit was not applied to the Wildz account during 06–20 February 2026, while it remained active on other sister brands?
• Has this situation been identified internally as a system limitation, configuration issue, or isolated failure in limit propagation?

At present, the explanation provided describes the policy structure, but it does not clearly explain the actual system behaviour that led to inconsistent application of the same responsible gambling limit within the group.

We kindly ask for a more detailed technical clarification so we can properly assess whether this was a system design limitation, a synchronization issue, or an operational oversight.

Dear apple123,

thank you for your cooperation. We will now wait for the casino’s further response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Samuel & Apple123

Thank you for your patience while we reviewed your case.

Following a thorough investigation, we have identified that an a human error occurred on our side when applying the €40 limit to your account. Although your accounts were correctly linked, the limit was unfortunately not applied to your Wildz account as intended due to a manual input error. We sincerely apologise for this oversight.

We take responsible gaming very seriously, and ensuring that account limits are correctly applied is a key part of this commitment. In light of this, we will be refunding the difference in line with the €40 limit.

We regret any inconvenience this may have caused and appreciate your understanding.

Kind Regards

Wildz Casino

Does this require any action from my side at this stage?

Hello everyone,

thank you for the update.

Dear Wildz Casino, thank you for your clarification and for confirming the identified issue as well as the planned refund.

At this stage, could you please confirm whether any action is still required from the player’s side to complete the refund process, or if it will be processed automatically?

Dear apple123, I will wait for the casino’s confirmation regarding the next steps, and if everything is in order, I will proceed with closing the complaint as resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear apple123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel