Wild Robin Casino - La cuenta del jugador se ha reabierto tras la solicitud de cierre.

On December 2, 2025, I requested the permanent closure of my WildRobin account due to my gambling addiction, which the casino confirmed to me in writing on the same day (support ticket V1L6ME-3EZG4). Contrary to this confirmation, I continued to receive marketing emails from December 2025 to June 2026. In June 2026, I discovered that my account was effectively usable again. As a result of this unauthorized contact, I deposited €390 and gambled it away.

On June 30, 2026, I filed my first complaint requesting a refund. On July 4, 2026, the casino refused the refund, citing Terms and Conditions 6.6.2 (Ticket ID: 52811640, Support Representative: Rue). On August 6, 2026, I escalated the complaint to the Curacao Gaming Authority and Casino Guru.

The casino is refusing a refund, citing terms and conditions section 6.6.2 (no refund after wagering). However, this clause is inapplicable, as the casino has fundamentally violated its own terms and conditions and player protection obligations by unilaterally reactivating the account and continuing its marketing communications.

I have repeatedly requested that WildRobin refund €390 and permanently and irreversibly block my account.

All relevant documents are available: Account closure confirmation dated December 2, 2025 (Rafael, WildRobin Support), screenshots of marketing emails (December 2025 – June 2026), transaction records for €390 and complete support correspondence (ticket IDs: 52811640, V1L6ME-3EZG4, LL6MR4-N359J).

I request that you review the case and assist me in clarifying the facts.

Warm regards,

Annette

Am 2. Dezember 2025 beantragte ich die dauerhafte Schließung meines WildRobin-Kontos aufgrund meiner Spielsucht, was mir vom Casino noch am selben Tag schriftlich bestätigt wurde (Support-Ticket V1L6ME-3EZG4). Entgegen dieser Bestätigung erhielt ich in der Folgezeit von Dezember 2025 bis Juni 2026 weiterhin Marketing-E-Mails. Im Juni 2026 stellte ich fest, dass mein Konto faktisch wieder nutzbar war. Infolge dieser unzulässigen Kontaktaufnahme zahlte ich 390 € ein und verspielt diese.

Am 30. Juni 2026 reichte ich meine erste Beschwerde mit Erstattungsforderung ein. Am 4. Juli 2026 verweigerte das Casino die Erstattung unter Verweis auf AGB 6.6.2 (Ticket-ID: 52811640, Support-Mitarbeiter: Rue). Am 6. August 2026 habe ich die Beschwerde an die Curacao Gaming Authority und Casino Guru eskaliert.

Das Casino verweigert die Erstattung unter Verweis auf AGB 6.6.2 (keine Erstattung nach Wetteinsatz). Diese Klausel ist jedoch nicht anwendbar, da das Casino durch die eigenmächtige Kontoreaktivierung und fortgesetzte Marketing-Kommunikation fundamental gegen eigene AGB und Spielerschutzpflichten verstoßen hat.

Ich forderte WildRobin bereits mehrfach auf, 390 € zu erstatten sowie mein Konto endgültig und irreversibel zu sperren.

Alle relevanten Unterlagen liegen vor: Kontoschließungsbestätigung vom 02.12.2025 (Rafael, WildRobin Support), Screenshots der Marketing-E-Mails (Dez. 2025 – Juni 2026), Transaktionsnachweise über 390 € und vollständige Support-Korrespondenz (Ticket-IDs: 52811640, V1L6ME-3EZG4, LL6MR4-N359J).

Ich bitte um Prüfung des Falls und um eure Unterstützung bei der Klärung des Sachverhalts.

Herzliche Grüße,

Annette

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Dear Bpro,

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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru. Kindly include all the other evidence you mentioned in your post as well.

Thank you in advance for your cooperation.

Best regards,

Veronika