Wild Robin Casino - La cuenta del jugador ha sido cerrada.

I deposited at the casino and won 700. 200 had already been successfully withdrawn, but now for the next 500, my account has simply been blocked.

Habe in dem Casino eingezahlt und 700 gewonnen. 200 Wurden schon erfolgreich abgebucht aber jetzt bei den nächsten 500 hat mein einfach mein Account gesperrt.

Dear nenape97,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Wild Robin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did you receive any specific error message or notification regarding the account block?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

When you log in, the

I played Wanted Dead or A Wild for example, slot machines

Winnings were accumulated with bonus but it was NON STICKY and the winnings were in real money, then I canceled the bonus and wanted to withdraw

Bei der Anmeldung erscheint das

Habe Wanted Dead or A Wild zum Beispiel gespielt, Spielautomaten

Gewinne wurden mit Bonus angesammelt aber er war NON STICKY und die Gewinne sind im Echtgeld gewesen, dann hab ich den Bonus storniert und wollte auszahlen

Dear nenape97,  could you please share the link to the bonus you played with or the screenshot of the promotional email with the specific bonus description?

Can you please confirm that you finished the wagering requirement of the bonus before requesting the withdrawal?

I have checked the terms and conditions of the casino and found the following rule:

7.13 Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.

7.14 Once the full wagering requirement is met, the respective bonus funds and any derived winnings will be released in the real money wallet and will be available to withdraw according to our withdrawal rules.

https://xxlbonus.com/casinos/

Thank you very much for your reply, nenape97. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

the support doesn't tell me anything and doesn't help me either

der support sagt mir garnichts und hilft mir auch nicht

Thank you very much, nenape97, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello nenape97,

I will be taking care of this complaint as well! I've just reviewed this case and fully appreciate your concerns regarding the requested pay out and subsequent account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Wild Robin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Player,

Could you please clarify what you mean by "blocked"?

Do you mean that you are unable to access your account at all, or are you receiving a specific error message?

Kindly provide more details about the issue so we can assist you further.

Best regards,

Wild Robin

When I try to log in it says "Your account is currently being verified", so you have blocked me

Wenn ich mich einloggen will steht da "Ihr Konto wird gerade geprüft", also habt ihr mich gesperrt

Dear player,

Thank you for your patience to the matter.

We would like to inform you that your account is closed without the possibility to be reopened and also your balance has been deducted as per casino's T&C 9.4. Taking into consideration that, we would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Thank you so much for your understanding!

Best regards,

Wild Robin casino team

Dear Wild Robin casino team, thank you for the update. Would you be able to send me the evidence supporting the above statement over at matej.l@casino.guru for confirmation? Thank you.

Dear Matej,

I have requested evidence from the relevant department and will get back to you as soon as possible.

Kind Regards,

Wild Robin

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 Matej,

I have sent you an email.

Wild Robin

I would like to thank the Wild Robin Casino for provided evidence.

Dear nenape97, in light of the evidence sent by the casino, unfortunately Ido not have good news for you.

As you have used 3rd party payment method to top up your gaming account, you have violated the casino's terms and conditions. Namely:

4.1 By opening an account on our Website and by using our Website you warrant that:

* the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

This means the casino acted within their T&C and the account closure and balance void out is in accordance with the policies you have agreed to when signing up for an account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.