Wildsino Casino - La cuenta del jugador está permitida a pesar del registro en OASIS.

Even though I was registered with the German gambling ban program called OASIS, I was able to open an account and play without limits. I have been registered with this casino for a little over a month now and I have lost around €5,000. They know that I am registered with OASIS and they do nothing, they keep letting me gamble. So I have decided to file a complaint here and if we are not able to resolve this, I will look for a lawyer to get justice. They take advantage of people with addictions to make money.

Aún estando registrado en el programa de prohibicion de apuestas alemán llamado OASIS, fui capaz de abrir una cuenta y jugar sin limites. Hace poco más de un mes que estoy registrado en este casino y he perdido alrededor de 5.000€. Ellos saben que estoy registrado en OASIS y no hacen nada, me siguen dejando apostar. Por lo que he decidido abrir una queja aquí y si no somos capaces de solucionarlo, buscaré un abogado para que se haga justicia. Se aprovechan de la gente con adicción para lucrarse.

Dear jonansas,

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

Please note that Wildsino Casino operates with a license issued by Comoros (Anjouan Gaming) and has no access to the self-exclusion register valid for casinos licensed in Germany.

Could you therefore clarify if you informed Wildsino Casino directly of your gambling addiction and requested to be self-excluded? If so, kindly forward me the account closure request along with the casino's reply at veronika.f@casino.guru.

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

Unfortunately I cannot prove it, I mentioned it in the support chat but I did not save the conversation. Some time later I mentioned it to my VIP manager, and he ignored it and still did not block my account. Therefore I request a refund of the entire amount deposited to date.

Lamentablemente no puedo demostrarlo, se lo comente en el chat de soporte pero no guarde la conversación. Un tiempo después se lo comente a mi manager vip, y este hizo caso omiso y siguió sin bloquear mi cuenta. Por lo que solicito un reintegro de toda la cantidad ingresada hasta la fecha.

Thank you for your reply. Unfortunately, without evidence that you informed the casino of your gambling addiction and requested to be self-excluded, we are unable to ask the casino to refund you the lost deposits.

Is your account still open? If that is the case, we can assist you in requesting self-exclusion.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you have not been self-excluded from this casino yet, please fill out this form and send it to the casino at support@wildsino.com and add my email address as a copy: veronika.f@casino.guru.

Dear jonansas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.