Wildz Casino - Jugador busca reembolso y autoexclusión tras mal uso de cuenta.

Hi,

Detailed description:

In autumn 2024, I sent a mass self-exclusion request to multiple online casinos due to gambling addiction. Wildz Casino was included in this request.

At that time, I did not yet have a registered account with Wildz Casino.

In early 2025, I was able to register and gamble at Wildz Casino. After losing money, I submitted a complaint requesting a refund based on my earlier self-exclusion request. This complaint was rejected on the grounds that Wildz Casino cannot block a player who was not registered at the time the exclusion request was made.

In January 2026, I was again able to register at Wildz Casino, this time using strong electronic identification via online banking, which fully verified my identity.

At this point, Wildz Casino had access to my full personal details and previous history, including:

my self-exclusion request from 2024

my earlier complaint related to gambling addiction in 2025

Despite this, I was allowed to register, deposit, and gamble without any restrictions. As a result, I lost 518 EUR before realizing my condition and stopping play.

Allowing a previously self-identified problem gambler to gamble after full identity verification constitutes a failure of responsible gambling obligations.

What I am requesting:

A refund of the 518 EUR lost during this period

Permanent self-exclusion from all Wildz Casino services

Written confirmation that responsible gambling measures have now been applied

Could you please help me with this?

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Stay safe.

Dear Ntaba,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• To clarify your issue, could you please forward me the last self-exclusion request you have sent to the casino?
• Have you received any written communication from Wildz Casino regarding your self-exclusion requests?
• Can you confirm the specific dates when you registered at Wildz Casino in early 2025 and January 2026?
• Do you have any documentation or screenshots related to your self-exclusion request and subsequent gambling/win-loss activities?

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,

Petra

Thank you for your message. I would like to clarify the timeline of events to ensure accuracy.

Background and complaint in 2025:

On 16 September 2024, I sent a mass self-exclusion request to multiple online casinos due to gambling addiction. Wildz Casino was included in this request.

Despite this, I was able to register with Wildz Casino. As a result, on 17 March 2025, I submitted a formal complaint and reclamation to Wildz Casino stating that I should not have been able to register, given my earlier self-exclusion request related to gambling addiction.

The outcome of this complaint was that Wildz Casino stated they are unable to block future registrations based on such requests. I will attach screenshots of this correspondence.

Self-exclusion applied in 2025:

Following this complaint and the responsible gambling information provided, my account was blocked in 2025.

Registrations:

I first registered with Wildz Casino in late February / early March 2025, with my first withdrawal completed on 9 March 2025.

Despite the previous block and responsible gambling history, I was able to register again in January 2026 using strong electronic identification (online banking).

Complaint and continued gambling in 2026:

On 26 January 2026, I submitted another formal complaint to Wildz Casino regarding responsible gambling failures. Despite this complaint, I was able to continue gambling for approximately two additional days before my account was finally closed.

Issue:

At the time of my registration in 2026, Wildz Casino had full access to my personal details and prior history, including:

my self-exclusion request dated 16 September 2024

my complaint dated 17 March 2025

the self-exclusion applied in 2025

Nevertheless, I was allowed to register, deposit, and gamble, resulting in financial losses.

Dear Ntaba,

Thank you for your reply and for providing the previous details.

Please bear in mind that it is the player’s sole responsibility not to create a new account after being self-excluded from a previous one.

To help us better understand the situation, could you please clarify the following:

• Have you submitted a new self-exclusion request for your most recent casino account?
• Could you please provide your account transaction history, if possible?
• Would you be able to forward any relevant email communication or other supporting evidence to petra.h@casino.guru?
• Do you have any documentation or screenshots related to your self-exclusion request and any subsequent gambling or win/loss activity?

If you have not yet sent a self-exclusion email, please do so by contacting Wildz Casino in accordance with the previously provided guidelines, and keep us informed of any further developments.

Thank you again for your cooperation.

Dear Ntaba,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru