Wildsino Casino - La solicitud de cierre de cuenta del jugador es ignorada.

Despite weeks of repeated requests to close my account due to gambling problems, including distrust and self-exclusion, this casino has encouraged me to continue playing and losing exorbitant amounts of money. I am now unable to resolve my financial problems. I request that this casino be reviewed and that the issue be resolved from the first day I requested account closure. They also promised instant withdrawals, but I never received a single euro.

A pesar de semanas y repetidas ocasiones pidiendo el cierre de cuenta por problemas con el juego eh incluso desconfianza y auto exclusión, este casino me ha incitado a seguir jugando y seguir perdiendo cantidades desorbitadas sin ahora poder resolver mis problemas financieros, pido que se revise este casino y que se me soluciones el problema desde el primer día que pedí mi cierre de cuenta. También me prometieron retiradas instantáneas y nada nunca conseguí sacar un solo euro

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Dear josemanuelmartinez,

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

I have read the casino's T&C's and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@wildsino.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

To better understand the situation, please answer the following questions.

• When and how did you first request an account closure?
• Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
• Do you still have access to your account?
• Please send forward all your account closure requests along with the casino's replies to jean.s@casino.guru.

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

Best regards,

Jean

This isn't over. I want my account closed and all the deposits I made after requesting my first account closure and admitting I had gambling problems—3,500 CHF—forfeited. Casino Guru, please don't avoid resolving this issue, and I hope you won't side with me this time for a small commission. There's solid proof.

esto no para, quiero el cierre de mi cuenta y todos los ingresos que hice después de pedir mi primer cierre de cuenta y de que tenía problemas con el juego, 3.500 chf y por favor casino gurú no eviten solucionar el problema y espero que esta vez no se pongan de su lado por una pequeña comisión , ahí tenéis pruebas sólidas

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.

Additionally, the screenshots you posted are small and blurry. It is not possible to review them.

Please forward the complete email threads containing your communication with the casino's customer support to jean.s@casino.guru. Please do not send screenshots, but the original, uncropped email messages instead.

Thank you in advance.

All the evidence has been sent to the email address mentioned. jean.s@casino.guru So, you've asked me for forwarded emails, photos of deposits, and screenshots, all via email. I hope it looks better this time because with today's technology and phones costing 1,000 CHF, it's hard to believe anything is blurry. I await your replies.

Todas las pruebas han sido enviadas al email mencionado jean.s@casino.guru de manera que me habéis pedido, emails reenviados, fotos de depósitos y fotos de capturas de pantalla todo por email, espero que esta vez se vea mejor porque con la tecnología que tenemos hoy en día con teléfonos de 1.000chf en mano se hace estraño incluso creer que algo sale borroso, espero sus respuestas

I wonder if we're going to go back to the weekly scandal over a silly answer, or are we going to fix a real problem?

Me pregunto si vamos a volver al escándalo de semana por respuesta tonta o vamos a arreglar un problema real?

Thank you for forwarding the email communication.

However, you have not answered my question regarding when you first requested the closure of your account due to a gambling problem. Based on the emails you provided, the earliest reference I found is your email dated June 24, in which you informed the casino that you were experiencing gambling-related issues. If you made an earlier request explicitly mentioning gambling addiction or asking for a responsible gambling self-exclusion, please forward that email as well.

I also noted that on June 25, the casino asked you how long you wished to be self-excluded, and you replied that you wanted the exclusion to be permanent.

However, I could not find any further replies from the casino after your response. In order to determine whether the casino handled your self-exclusion request in accordance with its responsible gambling obligations, we would need to review the remainder of the email conversation.

But since you mentioned that your account remained open even after your reply to permanently exclude your account, 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.

My account is currently closed. I only received an email this week stating that my account was deactivated, and I will forward that email to you so you can review it. I see that my requests for immediate account closure are from before June 24th, and I will resend that email to you. The casino always asked me if I was sure I wanted to close it, to which I replied yes, but it was only closed this week. I will send you all available emails so you can review the case as soon as possible. Thank you.

En estos momentos mi cuenta está cerrada, solo fue esta semana que me llegó un email diciendo que mi cuenta estaba desactivada y le enviaré el email para que pueda verlo, estoy viendo que mis solicitudes de cierre de cuenta inmediatos vienen de antes del 24 de junio y le reenviaré el email, el casino siempre me preguntaba si estaba seguro que quería cerrarla a lo que respondía que si, pero solo fue cerrada esta semana, le enviaré todos los emails disponibles para que valore el caso lo antes posible, gracias

I think now that I've answered your question about requesting account closure on June 22nd, and it only being closed in July, you'll realize that this casino, knowing I had a gambling problem and that I repeatedly requested account closure to avoid further losses, ignored my request from the start, making me ridiculous offers. It's all documented in the emails, and I'd like a concrete response from Casino Guru. If they owe me a refund, they should just do it, period. That way, we can avoid going around in circles. Thank you.

Creo que ahora que eh respondido a su pregunta que pedí el cierre de cuenta el 22 de junio también y solo la cerraron en julio se darán cuenta que este casino sabiendo que tenía problemas con el juego y que pedí repetidamente el cierre de cuenta para evitar seguir perdiendo dinero omitieron mi petición desde el principio haciéndome ofertas ridículas, todo está escrito en los email y me gustaría tener una respuesta de casino gurú factible y si tienen que reembolsarme que lo hagan y punto, así nos evitamos seguir dando vueltas en vacío gracias

Hello josemanuelmartinez,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. While I understand you may not be happy with this, I must sadly confirm that considering the fact that you haven't explicitly mentioned gambling addiction or gambling issues in your earlier communication, we will be unable to consider these to be valid responsible gambling requests.

As the first order of business, I would like to invite the Wildsino Casino representative to enter the discussion.

Dear Casino representative,

We would like to invite you to join this complaint and help clarify the situation.

Could you please confirm whether the player made any deposits after June 24 and whether the casino is willing to refund these deposits if the account remained open despite the responsible gambling notice? If possible, please provide us with the user's full deposit history.

Additionally, could you please comment on your internal usage of term 3.7.? Please note that we cannot agree with its usage in responsible gambling matters.

We look forward to your clarification.

I reported the problem with the game on July 24th and expressly requested the account closure. Until July 6th, they were deceiving me by giving me small bonuses to make me continue spending money. After July 24th, my deposits totaled 3,500 CHF, and that is what I am requesting as compensation.

nonbre el problema con el juego el 24 de julio y pedí expresamente el cierre de cuenta, hasta el día 6 de julio me han estado engañando dándome pequeños bonos para hacerme seguir gastando dinero, después del día 24 de julio mis depósitos están en 3.500 chf y es lo que pido como compensación

Dear everyone,

Thank you for bringing this to our attention.

Please accept our sincerest apologies for any sentiments of dissatisfaction this situation may have caused.

Kindly be informed that we are currently investigating with our relevant department, and we will inform you as soon as there are further updates.

Kind regards,

Wildsino Team

I understand that people make mistakes and it's fine to apologize, but you have to understand that you have taken advantage of my financial situation by not closing the account when I asked because I couldn't stop gambling. Hence my initial attempts to close the account. I have calculated 3,500 CHF in involuntary expenses after repeated account closure requests. I expect an update and hope to close this case as soon as possible.

Entiendo que las personas cometemos errores y está bien disculparse pero tenéis que entender que habéis tocado mi parte económica de forma violenta por no cerrar la cuenta cuando lo pedí porque no conseguía parar de jugar, de ahí mis primeros intentos de cierre de cuenta, eh calculado de gastos no voluntarios después de pedir repetidos cierres de cuenta 3.500 chf, espero novedades y cerrar este caso lo antes posible

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Martin, I don't understand your question to this gentleman again. You know, and you have all the proof sent by email. They only need to go to the history and they will see the deposits I made since the famous 24th, when I expressly requested the account closure due to gambling problems. It's 3,500 CHF. Either they deposit it into my account or they say it's true but they don't want to pay me. I don't understand why this long wait.

Martin no entiendo tu pregunta hacia este señor otra vez, sabéis y tenéis las pruebas todas enviadas por email, ellos solo necesitan ir al historial y verán los depósitos que hice desde el famoso día 24 donde pedí expresamente el cierre de cuenta por problemas con el juego, son 3.500 chf o bien me los ingresan o bien dicen que es cierto pero que no me quieren pagar, no entiendo el porqué de esta larga espera.

I'm wondering if this casino's investigation is a missing person investigation? Because verifying the deposits I made after June 24th takes no more than 5 minutes. Can you give me an answer?

Me pregunto si la investigación de este casino es una investigación de desaparición de una persona? Porque para verificar los depósitos que hice después del día 24 de junio no hace falta más de 5 minutos, pueden darme una respuesta ?

Hello josemanuelmartinez,

thank you for your cooperation so far. I hope the casino representative can give us more information about the matter.

I understand your frustration, but all we can do now is wait.

Dear player, dear Matej,

We are investigating this matter with our relevant department. We sincerely apologize for any inconvenience caused. Thank you for your patience that you are showing us, we assure you that we will have an answer for you soon.

Kind regards,

Wildsino Team

What is this guy from Wildsino doing? He asked four days ago and he's still saying he's going to look into it. Are they laughing at us? Or do they just not want to admit their mistake and pay the price?

Que está haciendo este señor de wildsino ? Hace 4 días que se preguntó y responde que aún va a mirar, que se están riendo de nosotros ? O no quieren aceptar su error y pagar

This is outrageous, allowed by Casino Guru. Weeks of investigation and they don't give the slightest answer. Pay up already, you fictitious casino, you don't have a penny, all you know how to do is take money from the credit cards of customers who don't know that all you do is steal.

Esto es un descaro permitido por casino gurú, semanas de investigación para no dar la más mínima respuesta, paguen de una vez casino ficticio que no tenéis ni un céntimo solo sabéis cobrar dinero de las tarjetas de crédito de clientes que no saben que lo único que hacéis es robar.

We're still waiting for the casino's supposed quick response. They haven't contacted me yet to ask for my IBAN and make the deposit. I want it on record, so everyone can see, that they've failed, but they still haven't acknowledged the error or reviewed the case. In short, they don't care about the complaints at Casino Guru.

estamos esperando la supuesta respuesta rápida del casino, aún no me han contactado para pedirme el IBAN y hacerme el ingreso, quiero que conste y lo pueda leer todo el público que han fallado pero siguen sin reconocer el error ni supervisar el caso, en resumen les da igual las quejas en casino gurú

Dear everyone,

Thank you for your patience and understanding. Please accept our sincerest apologies and let us reassure you that it is not our intention to cause any inconvenience.

Upon review, we have confirmed that the player asked for account closure due to responsible gaming issues on June 24th and we are kindly offering a refund of net losses in the amount of 2975 CHF that were made since their account closure request on June 24th.

Kind regards,

Wildsino Casino Team

That seems very reasonable to me; I agree with those calculations as well. If you wish, you can proceed with the payment, and if Casino Guru agrees...

Me parece muy razonable yo también estoy por esas cuentas, si queréis podéis proceder a hacer el pago y si casino gurú está de acuerdo

Dear josemanuelmartinez,

thank you for your patience, I hope the refund will be processed soon.

Dear casino representative,

thank you for your willingness to resolve the issue amicably. Please let us know once the refund is processed on your side. Once the user confirms the money is in their account, I will be happy to close the complaint as resolved.

I await your email to send my bank details. Once I receive the refund, I will post a message here. You can proceed whenever you wish.

Espero su email para enviar mis datos bancarios, una vez recibido el reembolso haré un mensaje aquí, pueden proceder cuando quieran

Dear Jose,

We would like to take this opportunity to thank you for your feedback once more, and we understand your concerns regarding your recent experience with our platform. To proceed with the refund, kindly provide us with your bank details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Once we receive this information, we will inform you of the next steps accordingly. If you have any additional questions, please don't hesitate to contact us.

Kind regards,

Wildsino Team

Please tell me which email address I should send the data to.

Dígame a qué dirección de email tengo que enviar los datos por favor

Dear Jose,

Kindly be informed that we have reached out to you via email. Please provide us with the requested information whenever possible. Should you require additional assistance, please do not hesitate to ask.

Best regards,

Wildsino Team

That's exactly right. They contacted me to request my bank details, which I've already provided. I expect a direct payment so we can resolve this issue today. They've been very professional in handling this case. I'll be notified as soon as I receive the refund. Thank you very much for your cooperation.

Es así exactamente, se han puesto en contacto conmigo para pedirme mis datos bancarios y ya se los eh facilitado, espero que hagan un pago directo y podamos cerrar este problema hoy mismo, la verdad se están portando muy correctos en la resolución de este caso, sólo reciba el reembolso será notificado, muchas gracias por su colaboración

Dear parties,

thank you both for your timely updates on the matter. Please let us know when the issue is resolved on both sides.

Dear Martin, dear Jose,

Thank you both for patience and understanding.

We are in touch with the player via emails, however we would also like to make an update on forums as well. We are happy to inform you that a refund of 2975 CHF has been completed and sent. It should take about 3-5 business days for the amount to be shown on the payment method.

Should there be any additional questions or need for assistance, please let us know.

Kind regards,

Wildsino Team

A SEPA payment in Europe is processed very quickly during banking hours, and I haven't received the money yet. Could you please send me the payment confirmation by email?

Un pago sepa en Europa se procesa en muy poco tiempo en horario de apertura bancaria y yo no eh recibido aún el dinero, podrían enviarme el justificante de pago por email por favor ?

Dear parties,

thank you both for updating us on the matter.

Dear josemanuelmartinez,

thank you for your continued cooperation. As more time has passed, could you update us on the status of your funds? Please let us know whether they have arrived, so we can proceed accordingly.

Hi Martin, I'm very disappointed with this casino. They sent me an email saying my funds had been sent, but there must have been some mistake or an incorrect number because I haven't received anything. Could you check to see if they actually sent them? If not, please tell them to send them properly because this has been stuck for weeks. Thanks, and have a good weekend.

Hola Martin, pues estoy muy decepcionado con este casino, me enviaron un email como mis fondos ya fueron enviados pero tuvo que haber algún error o algún número que no estaba bien puesto porque no eh recibido nada, puedes hacer alguna comprobación para ver si realmente los enviaron? En el caso contrario por favor dígales que lo envíen de verdad porque esto ya lleva semanas así atascado, gracias y un buen fin de semana

Dear josemanuelmartinez,

thank you for the update, we will seek the clarification from the casino.

Dear casino representative,

could you please confirm whether the funds have been sent from your side?

Dear casino representative,

thank you for your confirmation.

Dear josemanuelmartinez,

thank you for your patience. Let's wait a couple more days - in case the money is still not received, please try to contact your bank with the aforementioned code.

Hi Martin, the idea was for you to check the response time when it's in their favor. If I received the money, it was miscalculated on their part, and I'm annoyed because I lost 50 CHF in their transaction. First, because I sent a bank account in euros and they asked for another one in CHF, and all this went on for days, and in the end they paid in euros. I think what they've done is useless, but if that's enough for you, then the problem is almost solved.

Hola Martin, la idea era que te fijaras el tiempo de respuesta cuándo es a su favor, si eh recibido el dinero, mal calculado por su parte y molesto porque perdí 50 chf en su transacción, primero porque envié una cuenta bancaria en euros y me pidieron otra en chf y todo esto pasando días, y al final pagaron en euros, lo veo de inútiles lo que han echo, pero si así os vale ahí está casi el problema resuelto.

Dear josemanuelmartinez,

thank you for the update. To make sure we understand correctly, could you please confirm whether the refund has now reached your bank account?

If so, please also confirm the exact amount received and whether approximately CHF 50 was deducted due to currency conversion or bank fees. Once clarified, we can determine whether the complaint can be closed as resolved or whether further action is needed.

This is what I received. It's not 2975 as we discussed, but they have paid. Did they behave as I expected? They leave much to be desired. If they want to pay the remaining balance, they have my account number. If they don't want to pay, I don't care; you can close the complaint. Many thanks to Casino Guru for their work and handling of this complaint. You really did a great job, Martin. Best regards.

Esto es lo que eh recibido, no son 2975 como habíamos hablado, pero a la respuesta si han pagado si, si se han comportado como me esperaba? Dejan mucho que desear, si quieren pagar lo que falta ya tienen mi número de cuenta y si no quieren pagar me da igual, podéis cerrar la queja, muchísimas gracias a casino gurú por el trabajo y desempeño en esta queja la verdad has trabajado muy bien Martin. Cordial saludo

Dear josemanuelmartinez,

We're glad to hear that your issue has been, for the most part, resolved, and once again would like to thank the support team over at Wildsino Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

Best regards,

Martin

Casino.Guru