Wildz Casino - Pristup nalogu igrača je u suprotnosti sa samoisključenjem.

I am J**** F**** and I am a gambling addict and my complaint is about being able to register to a casino site and deposit money and gamble there even when I had requested them to ban me/exclude me permanently from registering there due to gambling addiction (I have screenshots of it). I am demanding them to refund all my deposits. In email you can see that I have written my name, home address, emails, birthdate. I have sent them the request on 15.9.2024 via email. I attached the screenshots. I registered to their site on february and have made deposits and obviously lost. The casino is under the MGA so this shouldnt have been possible when I have made clear that I have a gambling addiction and they must take action right away. Yesterday I contacted their chat service, and they told me that they will forward the case. I haven’t heard abouth them yet so thats why I came to seek your guys help. Many thanks.

Dear Ntaba,

Thank you very much for submitting your complaint.

I’m sorry to hear about your situation. To better understand the case and proceed with your complaint, could you please clarify the following details?

• On 15.9.2024, when you requested permanent self-exclusion, did you receive any confirmation from the casino that they processed your request?
• Did the casino confirm that your exclusion was permanent and applied to all future registrations?
• When you registered again in February, did you use the same personal details (name, email, birthdate, etc.) as in your original account?
• How much did you deposit in total after re-registering?
• Do you have any written responses from the casino regarding your self-exclusion request or your recent complaint?

If you have any relevant communication with the casino, including their responses and the screenshots you mentioned, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I received a following message "Your request (4285345) has been received and is beong reviewed by our support staff"

After this I did not receive any messages. I made 1312 euros deposits in total, but withdrew 350 euros so the complaint is about the 962 euros.

I have no written responses beside that they received my message.

Dear Ntaba,

Thank you for your response and for providing more details about your situation.

I haven’t received any supporting evidence yet, and to move forward with your complaint, I kindly ask you to forward any relevant communication, including the screenshots you mentioned and the message you received regarding your self-exclusion request.

Please send the documentation to my email address: petronela.k@casino.guru.

Thank you in advance for your reply.

Here is the screenshots of the self exclusion + letting them know of my gambling problem.

To add to the previous message. In the self exclusion email I mentioned them:

• my birthdate
• my home adresses
• my emails which I use
• my name of course

I clearly stated in the email that im a problem gambler and for that reason asked them to prevent me to register to their site and close any accounts if there is etc.

Hi Ntaba,

Could you please confirm the following details?

• On 15.9.2024, you sent a mass email to several casinos, including Wildz Casino, in which you mentioned your gambling problem and requested self-exclusion. You received a notification from the casino confirming that your request was received, correct?
• Did you have an active account with Wildz Casino back in September 2024, when you made your self-exclusion request, or did you create a new account in February 2025?

Thank you.

On 15.9.2024, I did sent the mass email about my gambling problem and request to exclude me from these casinos and exclude me for registering to several casinos including Wildz Casino. And I did get a message from them that they have received my message.

I did not have any account on their site in september 2024. I was able to register to their site (Wildz Casino) this (2025) february. Even though it should not have been possible due to my message in 15.9.2024

Dear Ntaba,

Thank you for confirming the details of your case.

I understand your frustration, and I truly sympathize with your situation. However, it’s important to clarify that casinos typically do not maintain a database of individuals who might register in the future and have requested self-exclusion due to a gambling problem. This means they can only apply self-exclusion measures to accounts that already exist at the time the request is made.

Since you didn’t have an account with Wildz Casino in September 2024, they wouldn’t have been able to implement a self-exclusion on your behalf at that time. Most operators are unable to block future registrations unless you’ve already registered and your details are present in their system.

That said, to help protect yourself moving forward, I strongly recommend using tools designed for broader self-exclusion. One such tool is BetBlocker, a free app that blocks access to thousands of gambling websites across all devices. Additionally, you can also use our own Casino Guru Self-Exclusion Tool to submit exclusion requests to multiple casinos at once.

Please let me know if there’s anything else we can assist you with. We will continue to monitor this case and do our best to support you.

I still have stated that i am a problem gambler with my info/details and have requested them to keep me off from registering to their site without an answer, only that the message has been received.

Therefore I am demanding the refund of my deposits 962€. It is unaccetable to be able to register even though I have prtovided them with all my information. Due to MGA responsible license they should and have to refund me.

Dear Ntaba,

Thank you for your message and for providing further clarification.

We fully understand your concerns and your wish to prevent access to gambling platforms due to your self-identified gambling problem. However, after careful consideration of all the details and based on the standards typically applied by both operators and regulatory authorities, we must unfortunately reject your complaint.

As previously explained, at the time of your self-exclusion request in September 2024, you did not hold an account with Wildz Casino. Without an existing account, the operator had no way of linking your exclusion request to a specific user profile or preventing future registrations. Most casinos, including those under MGA regulation, are not required—nor technically able—to create or maintain exclusion databases for individuals who do not have an account in their system at the time of the request.

The email you sent was acknowledged, which indicates that it was received. However, this does not equate to a binding or actionable self-exclusion without a linked account or sufficient verification. Casinos are expected to apply responsible gambling measures to registered users, not to individuals whose details are not yet part of their system.

For broader protection, we again strongly encourage the use of tools like BetBlocker or Gamban, and you are welcome to use our Casino Guru Self-Exclusion Tool to extend your protection across multiple platforms.

We genuinely regret that we cannot support your request for a refund under the current circumstances.

Best regards,

Petronela

Casino.Guru