Wildz Casino - Igrač zahteva povraćaj novca zbog kršenja naloga.

I am a Finnish player with a documented gambling problem. I requested a permanent self-exclusion from Wildz in November 2022 and explicitly asked that it apply to all "sister casinos and possible future casinos". Wildz confirmed the closure under Rootz Ltd (MGA/B2C/599/2018 )

On 30 July 2025, after Rootz rebranded as Wildz Group, I renewed this request and again asked for a permanent ban covering all current and future casinos of the group. On the same date, I received a written confirmation from "Wildz Group" (Wheelz support) that my account had been permanently blocked. They clearly held my personal data (name, address, date of birth, emails) and knew that I was a problem gambler asking for a group-wide exclusion.

Despite this, on 4 January 2026 I was able to register and deposit on Wildz again, now operated under Granturo Malta Ltd (MGA/B2C/1079/2025), using strong Bank ID authentication from my bank. This provided the operator with my verified full name, date of birth and Finnish personal ID number, which match exactly the details given in my previous exclusion requests. The system still allowed me to create an account, deposit and lose money.

When I contacted support, they refused to refund my deposits, claiming that Granturo Malta Ltd is a "separate entity" and that they had no record of my previous exclusion. In my view, this defence is not acceptable. Wildz/Wildz Group/Granturo are presented publicly as one corporate group using the same brands, marketing and responsible gambling tools under the Maltese licence. The group first accepted and confirmed my permanent self-exclusion, including sister and future casinos, and later failed to use their own exclusion records and the Bank ID KYC data to protect me.

I consider this a clear breach of responsible gambling and player protection obligations related to self-exclusion. I am asking for a refund of my net deposits from 4 January 2026, as these losses only occurred because the operator did not honour my existing permanent self-exclusion. I have already used the casino’s internal complaints process and therefore asking Casino Guru to review this case and help me obtain a fair resolution.

Important notice:

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Stay safe.

Dear Detru,

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

I have reviewed the casino's responsible gaming policy, and this is what I found:

Self-Exclusion

Our Self-Exclusion Programme is a support tool designed for players who may be experiencing gambling-related issues or those who feel they need a break from gambling. This programme offers a defined period during which players will be prevented from accessing their accounts and gambling services, ensuring a chance to pause, access support resources, and return to play only when ready. Here’s an overview of the program’s features and how to activate self-exclusion:

How to Register and Activate Self-Exclusion

To activate self-exclusion, players can follow these steps:

Via Your Account: To activate a time-out or Self-Exclusion, go to the My Account > Limits section of your account. In the account settings, select your preferred definite exclusion period.

Through Customer Support: Contact our Customer Support team via Live Chat for help with activating self-exclusion. Upon activation via Your Account, self-exclusion will begin immediately, logging players out of their accounts and preventing re-access until the exclusion period has expired.

Note that if you decide to request a definite self-exclusion by contacting our Customer Service, it does not take effect immediately. You will be duly notified by a member of our Support team after it has been applied to your account.

If you wish to decrease your definite self-exclusion period, a minimum ‘cooling-off’ period of 24 hours applies before it can be reinstated following a time-out. Please understand that if you wish to decrease or revoke an indefinite self-exclusion period, Wildz may, at its discretion, accept or not, and it shall only be effective seven (7) days from the acceptance of the request. If you feel that you still need more time away from gambling after the chosen period of time has elapsed, you may extend this period by contacting us.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Wildz Casino?

I look forward to your reply.

Best regards,

Attila

Hi Attila,

Yes, I requested a permanent self-exclusion specifically for Wildz Casino.

I sent both of my emails (in 2022 and 2025) directly to Wildz customer support at asiakaspalvelu@wildz.com.

I didn't just rely on the casino's general terms and conditions. I wrote very clearly in my message: "I demand this ban also applies to any of your sister casinos and possible future casinos."

Customer support agent Benji from "Wildz Group" replied and confirmed that my account was permanently blocked "as your request". This means they explicitly accepted my condition regarding future casinos.

However, in January 2026, I was able to register and deposit at Wildz again. The casino brand was exactly the same. I used my Finnish Bank ID to register, meaning they received my exact name and personal ID number. The only thing that had changed was that the casino had switched its B2C license holder in the background from Rootz to Granturo, and apparently failed to transfer the exclusion lists.

In short: I excluded myself from Wildz, their group confirmed it, and yet they allowed me to play on the exact same Wildz casino.

Let me know if I need to upload those email confirmations for you again.

Regards,

Detru / [Redacted]

Dear Detru,

Thank you for your response. I would appreciate it if you could clarify whether you were able to access your old account in January 2026, or if you opted to create a new one. If so, could you please confirm if you registered using the same email address as the one associated with your self-exclusion request? Thank you for your cooperation.

Hi Attila,

I did not use an email address to register or access the casino in January 2026. The registration and deposit process was done entirely through Bank ID (strong electronic authentication), which is a "Pay N Play" style system.

This means the casino's system automatically received my exact verified personal data directly from my bank:

1. – Full name
2. – Date of birth
3. – Finnish Personal Identification Number (HETU)

The same main email address has consistently been used in my previous communications with Wildz, including my permanent self-exclusion requests.

If you check the permanent self-exclusion requests I sent in 2022 and 2025 (which the Wildz Group accepted), you will see that my full name and date of birth match exactly the identity provided via Bank ID in January 2026.

Because the authentication in January 2026 was tied strictly to my official verified identity rather than manually entered data, the system had access to the same personal information that was previously used in my permanent self-exclusion requests.

Thank you for your help.

Regards,

[Redacted] / Detru

Dear Detru,

Thank you for your response. Could you please clarify whether the casino was aware of the Bank ID you used to create your new account? Unfortunately, I was unable to find mention of this information in the emails you forwarded.

Thank you in advance for your assistance.

Hi Attila,

The casino was automatically provided with my verified identity data through the Bank ID authentication system at the moment of registration. This is how Pay N Play works: the player does not manually enter personal details. Instead, the casino's system receives the following data directly and automatically from the bank during the authentication process:

• Full legal name
• Date of birth
• Finnish Personal Identification Number (HETU)

This data is identical to the personal details I provided in my self-exclusion requests in 2022 and 2025. The casino therefore had access to my exact verified identity at the point of registration in January 2026. Not through emails, but through the authentication system itself.

The reason this information does not appear in the forwarded emails is that it was transmitted automatically via the banking system, not communicated manually. The casino cannot claim they were unaware of my identity, as it was provided to them by my bank through strong electronic authentication.

I hope this clarifies the matter.

Best regards,

Detru

Dear Detru,

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, Martin (martin.l@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,

Attila

Hello Detru,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Wildz Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why wasn't the user's operator-wide ban upheld?

Thank you in advance for providing us with your view of the issue. We will discuss the case internally after we receive your response.

Dear Detru and Casino Guru team,

As mentioned in our previous correspondence with Detru, please note that as of the month of November 2025, The Casino began operating under a new license issued by the Malta Gaming Authority (License No. MGA/B2C/1079/2025).

This license is held and operated by Granturo Malta Ltd (Company Registration No. C 107733), which is a separate legal entity from the previous license holder. As a result of this transition, we do not have access to, nor do we retain, any records relating to blocked accounts registered under the previous license.

We therefore recommended the player to contact the previous license holder Rootz Ltd's Customer Support department directly at support@rootz.com for information relating to the account/s in question.

After being contacted by Detru via our live chat on January 5, 2026, we checked our records, and could not find any information in our system indicating that they held an account with us prior to their registration on January 4, 2026.

Since we had no record of Detru's previous history, our system recognized them as a new customer. Once Detru mentioned their struggle with gambling problem during the afore mentioned live chat, we have taken the necessary steps to close their account on our end and referred them to the help lines as per our protocol.

Best regards,

Wildz Casino

Hi Martin and @Wildz Casino

Thank you for your response.

I understand that you state you had no access to records from the previous license holder. However, the issue in this case is not related to accessing old account data, but whether a permanently self-excluded individual could be identified based on verified identity.

The registration in January 2026 was completed via Bank ID (Pay N Play), meaning the system received my official, verified identity directly from my bank (full name, date of birth and Finnish personal ID). These details match the information used in my previously confirmed permanent self-exclusion.

Despite this, I was able to register, deposit and play.

I would also like to note that the activity in question took place on the current Wildz platform in January 2026. For this reason, it is unclear how the previous license holder could be responsible for this situation.

Based on this, it appears that the safeguards in place were not able to identify a permanently self-excluded player, which may indicate that relevant exclusion data was not available or not applied at the time.

I kindly ask the Casino Guru team to consider whether sufficient safeguards were in place to prevent a permanently self-excluded player from accessing the service under these circumstances.

Best regards,

Detru

Dear parties,

thank you both for issuing your responses. We will now evaluate the case internally and come back to you as soon as possible.

Dear parties,

thank you for your patience. After reviewing this case internally, we share the player’s point of view.

The player’s permanent self-exclusion was clearly requested and explicitly extended to all sister and future casinos, and this request was acknowledged by the operator. From a responsible gambling perspective, this obligation should remain in effect regardless of internal changes such as a license transition. The operator cannot reasonably claim they were unaware of this responsibility or that it no longer applied.

While we understand that a change of license may introduce legal or technical complexities, we believe this does not absolve the operator of their duty to protect a self-excluded player, especially when the same brand and services continue to operate. The key issue is, that if player data and accounts were otherwise transferred or maintained, it raises further questions as to why self-exclusion records were not treated with the same priority.

In case there is a legitimate technical limitation preventing the transfer or application of self-exclusion data, please let us know, we are open to do an additional review. However, unless the casino can provide a clear and convincing explanation in this regard, we are inclined to conclude that the responsibility lies with the operator.

Based on the above, we consider the casino to be at fault unless sufficient evidence to the contrary is presented.

We have received information from Wildz Casino that their Affiliate Manager is currently on vacation until April 7th and will respond to your inquiry after returning.

Thank you for your understanding.

Dear Detru and Casino Guru Team,

Thank you for sharing your thoughts on this. We take responsible gaming measures with the utmost seriousness and have all measures in place to safeguard and protect our players at all costs.

We would like to reiterate that a new entity under a new MGA license has now taken over the running operations of wildz.com and all related sister casinos. Upon the change of license, inactive accounts were excluded from the transfer - this included self-excluded player accounts. As a result, data from the previous operator was not transferred to the new operations.

The player mentioned that the casino moved companies in the background, however we wish to clarify that this transition was conducted with complete transparency and in constant liaison with the regulator. On the basis of the above, our position remains unchanged and we cannot offer any refund to the player.

Best regards,

Wildz Casino

Dear Martin,

Thank you for continuing to handle this case.

I would like to briefly comment on two aspects of the casino's latest response.

First, I would like to note that the casino's explanation appears to have shifted between their responses. Initially, they stated they had no access to previous records due to being a separate legal entity. In their latest response, they explain that self-excluded accounts were deliberately excluded from the data transfer. I believe this distinction is relevant, as the latter indicates a conscious operational decision rather than a technical limitation.

Second, the casino mentions that the transition was conducted in liaison with the regulator. I would respectfully ask whether the casino is able to provide documentation confirming that this specifically included approval for excluding permanent self-exclusion records from the transfer.

The key issue remains that a permanently self-excluded player was able to register, deposit and play on the same brand using verified Bank ID identity. I kindly ask that these aspects are taken into account when assessing the case.

Best regards,

Detru

Dear parties,

thank you both for your continued cooperation.

Dear Detru,

to give you an update on the current proceedings, we are currently waiting for more clarifications from the casino's side.

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 Detru,

we have been in contact with the casino, and we are currently discussing the case internally. We will let you know our decision and proposed next steps very soon.

Dear Detru,

thank you for your patience while we carefully reviewed all aspects of your case.

From a fairness and responsible gambling perspective, I want to emphasize that we remain on your side. Your permanent self-exclusion was clearly requested, explicitly extended to future and sister casinos, and confirmed by the operator. Under normal circumstances, this should have provided you with effective protection, regardless of internal structural or licensing changes - which could be hardly foreseen from your side.

That said, the casino continues to rely on the argument that the transition to a new licensed entity resulted in the non-transfer of self-exclusion data, and they maintain that their actions were compliant within that framework. As this point ultimately concerns regulatory interpretation and oversight, particularly in relation to obligations under the Malta Gaming Authority, we have reached the limit of what we can effectively enforce or challenge from a mediation standpoint.

For this reason, we believe the most appropriate next step is to escalate the matter directly to the Malta Gaming Authority. They are in the best position to assess whether the operator’s handling of self-exclusion data during the license transition was compliant with regulatory requirements, and whether you are entitled to a refund.

Please let us know once you file the complaint via their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. Afterwards, this complaint will be closed as unresolved - pending the regulator decision with an emphasis, that we lean towards the player's side.

Dear Martin,

thank you for your thorough review and for standing on the side of fairness and responsible gambling. I truly appreciate CasinoGuru's support and understanding of the situation.

I can confirm that I have already filed a formal complaint with the Malta Gaming Authority regarding this matter (Ticket Ref. Hidden by Casino Guru), and the case is currently under investigation.

You may proceed to close the complaint as unresolved pending the regulator's decision.

Best regards,

Detru

Dear Detru,

thank you for your confirmation. As said before, the complaint will now be closed as unresolved, pending the decision of the regulator. Thank you for your cooperation throughout this case, please let us know once you have any relevant news to share.

Dear Detru,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Martin,

thank you for following up.

The MGA investigation (Ticket Ref. Hidden by Casino Guru) has been ongoing for over six months. The only substantive communication I have received was on April 17, 2026, where they stated: "Due to the complexity of this issue, the review process is taking longer than expected. Our team is continuing to investigate the issue thoroughly." Since then, there have been no further updates.

Additionally, eCOGRA declined to process the dispute, officially stating it is a regulatory/responsible gambling breach rather than a standard transaction issue, and referred it back to the MGA.

As a side note, Wildz in the first place guided me to contact eCOGRA.

I'm still open to handle this matter straight with Wildz constructively and professionally.

Best regards,

Detru

Dear Detru,

thank you for the update.

As the MGA has confirmed that its investigation remains ongoing and no final decision has yet been issued, we do not have sufficient grounds to change our previous assessment or restart the mediation process with the casino. Wildz has already provided its final position, while eCOGRA has confirmed that the matter falls within the regulator’s competence.

We will therefore return the complaint to unresolved status pending the MGA’s decision, with the indication that Casino Guru currently leans toward your side. Please forward the complete official decision to martin.l@casino.guru once you receive it. We will then reopen the complaint and update its outcome accordingly.