Wildsino Casino - La cuenta del jugador fue cerrada después de la solicitud de autoexclusión.

Good evening,

I registered at the casino and was having fun until I realized I was starting to get addicted, so I decided to self-exclude to avoid losing money!

I sent an email as instructed on the site, requesting self-exclusion and to close my account. I received confirmation that they received the email, but they replied saying they do not speak Greek. Today, when I spoke with them again via Live Chat, I asked if they spoke Greek and they said no, but assured me it wasn't a problem because I could speak in Greek and they would translate. I have taken a screenshot of the conversation. They did not close my account, and I continued to lose money until today. I sent over five emails asking for the return of my deposits from September 26th until today! They eventually closed my account after realizing I had documented all transactions and our conversations with photos.

They exploited my addiction and did not close my account when I requested it!

I want to be compensated for this.

Καλησπέρα σας

εκανα κανονικά εγγραφή στο καζίνο διασκέδαζα μέχρι που κατάλαβα ότι αρχίζω και εθίζομαι και αποφάσισα να κάνω αυτό αποκλεισμό για να μην χάσω χρήματα !

εστειλα email όπως γράφουν στο site και ζήτησα να γίνει αυτό αποκλεισμός και να κλείσουν τον λογαριασμό μου έχω επιβεβαίωση ότι το παραλάβανε το mail απαντώντας είπαν ότι δεν μιλάνε ελληνικά αλλά σήμερα που ξαναμίλησα μέσω Live chat ρώτησα μιλάτε ελληνικά και μου είπαν όχι αλλά δεν είναι πρόβλημα μιλήστε εσείς ελληνικά και το μεταφράζουμε έχω κράτηση φωτογραφία τις συνομιλίας .Δεν το έκαναν όμως και συνέχιζα να χάνω χρήματα μέχρι και σήμερα που έστειλα πάνω από 5 mail ζητώντας τα χρήματα που έχω κατάθεση από 26 Σεπτεμβρίου έως σήμερα να μου τα επιστρέψουν ! Βέβαια έκλεισαν τον λογαριασμό μου αφού είδαν ότι έχω βγάλει φωτογραφία όλες τις συναλλαγές αλλά και τις ομιλίες μας !

εκμετελευτηκαν το πάθος μου και δεν έκλειναν τον λογαριασμό μου ενώ τους το εοχα ζήτηση !

θελω να αποζημιωθώ για αυτό

Dear Nick2010,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance. 

Best regards, 

Dominika

I sent you an email! I forwarded you my email which says exactly the following: I want you to close my account forever! I want this blocked

Immediately.

this email was sent by me on September 26 and until yesterday my account was open, resulting in financial losses of around €1100

Σας έστειλα email ! Σας έκανα προώθηση του mail μου που γράφει ακριβώς το παρακάτω :Θέλω να κλείσετε τον λογαριασμό μου για πάντα ! Θέλω αυτό αποκλεισμό

Αμμεσα.

αυτό το mail στάλθηκε από εμένα στις 26 Σεπτεμβρίου και μέχρι χτες ο λογαριασμός μου ήταν ανοιχτός με αποτέλεσμα να έχω οικονομικές απώλειες περίπου 1100€

Dear Nick2010, the self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

Have you managed to close your casino account? If not, please request the self-exclusion again, following the instructions below:

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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 valid proof of such action.

Example:

Email subject: Self-exclusion

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 material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Dear Nick2010,

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.