Wildz Casino - La cuenta del jugador está cerrada, pero se le permite abrir una nueva.

I am submitting a formal complaint regarding Wildz Casino (operated by Granturo Malta Ltd).

In 06.02.2025. I requested the closure of my account due to gambling problems using a responsible gambling/self-exclusion request. After this request, my account was closed and became inaccessible.

I do not recall the exact duration of the exclusion period, but the account remained closed for a significant period.

Despite this, I was later able to register a new account with the same brand (Wildz Casino) and make multiple deposits.

The operator has stated that due to a change in license and internal systems, they did not have access to my previous account data and therefore treated me as a new customer.

I believe this represents a failure to properly enforce responsible gambling obligations. A self-exclusion or gambling-related account closure should prevent re-registration and depositing, regardless of internal system or license changes, as the duty of care remains with the operator.

During the period after my exclusion, I made several deposits. While I did receive some winnings, I ultimately incurred net losses of over €400.

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Dear jonne19xxx,

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

I have reviewed the Responsible Gambling policy, and I would like to highlight the following:

The Self-Exclusion Programme is designed as a support tool for players who may be experiencing gambling-related issues or who feel they need a break from gambling. It allows players to block access to their account for a defined period, giving them time to step away and seek support if needed.

Self-exclusion can typically be activated in two ways:

Through your account settings (My Account > Limits), where the exclusion takes effect immediately.

By contacting Customer Support via Live Chat. In this case, the exclusion is applied after confirmation from the support team and may not take effect instantly.

Please also bear in mind that it is primarily the player’s responsibility not to open new accounts after self-exclusion. However, casinos are expected to take reasonable steps to prevent this from happening.

To better understand your situation, I would like to kindly ask for a few additional details:

• Did you clearly inform the casino about your gambling problem when submitting your initial request? Could you please forward the account closure or self-exclusion requests you sent to the casino? You can send them to: petra.h@casino.guru
• What was the requested duration of your self-exclusion period, if any?
• Did you receive any confirmation that your account had been successfully closed?
• When registering a new account, did you inform Wildz Casino about your previous account and self-exclusion?

These details will help us assess your case more thoroughly.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Petra

Hello!

I stated my gaming problem very clearly, I sent you the blocking request message via email.

Since it's a gaming problem, permanent ban.

The account was actually closed properly at the time, I confirmed it myself by trying to log in.

This year, when I deposited to Wildz in my gambling addiction, I assumed I was depositing into the same account as before the closure request.

I later heard from customer service that their system now saw me as a new player, which of course cannot be the explanation for why I was able to play at the same casino again despite a clear request to be banned.

Jonne

Hei!

Ilmoitin peliongelmastani erittäin selkeästi, laitoin sinulle kyseisen sulkupyyntöviestin sähköpostitse.

Koska kyse on peliongelmasta, pysyvä sulku.

Tili todella suljettiin silloin asianmukaisesti, varmistin sen vielä itse silloin kokeilemalla kirjautua sisään.

Tänä vuonna kun pelikoukussani talletin wildzille, oletin tallettavani samalle tilille kuin ennen sulkupyyntöä.

Kuulin myöhemmin asiakaspalvelusta, että heidän järjestelmä näki nyt minut uutena pelaajana, mikä ei tietenkään voi olla selitys sille että pääsin jälleen selkeästä sulkupyynnöstä huolimatta pelaamaan samaiselle kasinolle.

yt Jonne

Hello!

I stated my gaming problem very clearly, I sent you the blocking request message via email.

Since it's a gaming problem, permanent ban.

The account was actually closed properly at the time, I confirmed it myself by trying to log in.

This year, when I deposited into Wildz in my gambling addiction, I assumed I was depositing into the same account as before the closure request.

I later heard from customer service that their system now saw me as a new player, which of course cannot be the explanation for why I was able to play at the same casino again despite a clear request to be banned.

Jonne

Hei!

Ilmoitin peliongelmastani erittäin selkeästi, laitoin sinulle kyseisen sulkupyyntöviestin sähköpostitse.

Koska kyse on peliongelmasta, pysyvä sulku.

Tili todella suljettiin silloin asianmukaisesti, varmistin sen vielä itse silloin kokeilemalla kirjautua sisään.

Tänä vuonna kun pelikoukussani talletin wildzille, oletin tallettavani samalle tilille kuin ennen sulkupyyntöä.

Kuulin myöhemmin asiakaspalvelusta, että heidän järjestelmä näki nyt minut uutena pelaajana, mikä ei tietenkään voi olla selitys sille että pääsin jälleen selkeästä sulkupyynnöstä huolimatta pelaamaan samaiselle kasinolle.

yt Jonne

I have also tried to chat directly with them but they don't want to do anything more, they just close the chat.

Olen yrittänyt myös keskustella suoraan heidän kanssa mutta eivät halua tehdä enempää, ainoastaan sulkevat chatin.

Thank you for your reply and for providing the previous details, jonne19.

Could you please clarify the following points for me:

• Did you ever receive any confirmation from the casino regarding your account closure request?
• When exactly did you register the new account and did you use the same personal details and email address for the new account registration as for the original account?
• Could you also provide a timeline of your deposits, including approximate dates and amounts if possible?

Any additional supporting evidence, such as emails, screenshots, or transaction confirmations, would also be very helpful for our investigation.

Thank you again for your cooperation. I look forward to your reply.

Hello,

I received clear confirmation of the permanent closure of my account by email in 2025.

I will probably register my new account on April 5, 2026.

I used the same personal information and the same email.

Here is a detailed list of deposits.

1e (05.04.2026.)

20e (06.04.2026.)

20e (11.04.2026)

20e, 20e, 200e, 130e, 60e (14.04.2026)

Here are also three screenshots of my own account transactions (from my bank)

As well as one screenshot of my account summary (before my account was permanently closed).

Hei,

Sain tilini pysyvästä sulusta selkeän vahvistuksen sähköpostitse vuonna 2025.

Rekisteröin uuden tilini todennäköisesti 05.04.2026.

Käytin samoja henkilötietoja sekä samaa sähköpostia.

Tässä tarkka listaus talletuksista.

1e (05.04.2026.)

20e (06.04.2026.)

20e (11.04.2026)

20e, 20e, 200e, 130e, 60e (14.04.2026)

Tässä lisäksi kolme kuvakaappausta omista tilitapahtumistani (Pankistani)

Sekä yksi kuvakaappaus pelitilini yhteenvedosta (ennenkuin pelitilini suljettiin lopullisesti).

Dear jonne19

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@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.

Kind regards,

Petra

Dear jonne19,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Wildz Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Wildz Casino representative to join this conversation and participate in resolving this complaint.

Dear Wildz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 jonne19 & CasinoGuru team,

As mentioned in our previous correspondence with jonne19 on April 28, 2026, please note that as of the month of November 2025, The Casino began operating under a new license issued by the Malta Gaming Authority (License No. MGA/B2C/1079/2025).

This license is held and operated by Granturo Malta Ltd (Company Registration No. C 107733), which is a separate legal entity from the previous license holder. As a result of this transition, we do not have access to, nor do we retain, any records relating to blocked accounts registered under the previous license.

We therefore recommended the player to contact the previous license holder Rootz Ltd's Customer Support department directly at support@rootz.com for information relating to the account/s in question.

After being contacted by jonne19 via our live chat on April 28, 2026, we checked our records, and could not find any information in our system indicating that they held an account with us prior to their registration on April 5, 2026.

Since we had no record of jonne19's previous history, our system recognized them as a new customer. Once jonne19 mentioned their struggle with gambling problem during the afore mentioned live chat, we have taken the necessary steps to close their account on our end and referred them to the help lines as per our protocol.

Best regards,

Wildz Casino

Dear jonne19,

We have recently noticed further complaints regarding Wildz Casino and a change in its license, which resulted in the loss of data related to self-excluded players. Even though it is the casino’s fundamental duty to retain such data, there are additional aspects in this case that we must also take into consideration. At this stage, we are not in a position to make a decision, as the issue falls outside our scope and a thorough review is not fully within our control.

For this reason, we believe the most appropriate next step is to escalate the matter directly to the Malta Gaming Authority. They are in the best position to assess whether the operator’s handling of self-exclusion data during the license transition complied with regulatory requirements and whether you are entitled to a refund.

Please let us know once you have filed the complaint via their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. Afterwards, this complaint will be closed as unresolved, pending the regulator’s decision, with an emphasis that we currently lean toward the player’s side.

Hello.

I have filed a report with the Maltese Gaming Authority three weeks ago.

I hope they intervene in this wildz casino activity.

Hei.

Olen tehnyt ilmoituksen maltan peliviranomaiselle kolme viikkoa sitten.

Toivottavasti he puuttuvat tähän wildz kasinon toimintaan.

Dear jonne19,

Thank you for your message. As said before, the complaint will now be closed as unresolved, pending the decision of the regulator. Thank you for your cooperation throughout this case, please let us know once you have any relevant news to share.