Wildsino Casino - La cuenta del jugador no se cerró después de una solicitud de autoexclusión.

Hello,

On December 23, 2024, I opened an account at Wildsino Casino. I lost €200 there. Recognizing my problem with gambling addiction, I wrote an email the very next day on December 24, 2024, at 12:01 PM to my contact at the casino (I had previously received an email from him), requesting self-exclusion because I have a gambling addiction problem. The email is attached as a PDF.

Unfortunately, nothing happened on the part of the casino, and I continued to receive promotional emails. Yesterday, on January 4, 2025, I unfortunately relapsed and lost €500. I just spoke with a casino employee in the live chat, described my situation, and requested compensation for my loss. In response, I was informed that my account has now been blocked. I could only see this response for a few seconds before I was immediately logged out.

I would be very grateful if you could assist me in making a compensation claim.

Thank you in advance and kind regards!

Guten Tag,

am 23.12.2024 eröffnete ich ein Konto bei dem Casino Wildsino. Dort verspielte ich 200€. Da ich mein Problem mit Spielsucht erkannte, schrieb ich direkt am nächsten Tag am 24.12.2024 um 12:01 eine Email an meinen Ansprechpartner des Casinos (Ich hatte zuvor eine Email von ihm erhalten), dass ich um einen Selbstausschluss bitte, da ich ein Problem mit Spielsucht habe. Die Email ist als PDF angefügt.

Leider passierte von Seiten des Casinos gar nichts, ich bekam weiterhin Werbe-Emails. Gestern am 04.01.2025 hatte ich leider einen Rückfall und verspielte 500€. Gerade eben schrieb ich im Live Chat mit einem Mitarbeiter des Casinos, schilderte meine Lage und bat um eine Entschädigung meines Verlusts. Als Antwort bekam ich, dass mein Konto nun gesperrt ist. Ich konnte diese Antwort nur wenige Sekunden sehen, da ich danach sofort ausgeloggt wurde.

Ich wäre sehr dankbar, wenn Sie mir bei einer Entschädigungs-Forderung helfen könnten.

Vielen Dank im Voraus und freundliche Grüße!

Dear demiansteppenwolf,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you received any reply from the casino to the email you sent on December 24?

Did you try to contact the casino between December 24th and January 4th, either by sending additional emails or by talking to a Live Chat representative?

Have you passed the full KYC verification?

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Veronika,

Thank you for your reply!

No, I had not received a response to my email from December 24th, 2024 from the casino. Unfortunately, I had not tried to contact the casino by email again. I had not started the KYC verification either.

Many thanks and kind regards

Hallo Veronika,

vielen Dank für Ihre Antwort!

Nein, ich hatte keine Antwort auf meine Email vom 24.12.24 vom Casino erhalten. Leider hatte ich auch kein weiteres Mail versucht, das Casino zu kontaktieren. Die KYC-Verifizierung hatte ich auch nicht begonnen.

Vielen Dank und freundliche Grüße

Thank you very much, demiansteppenwolf, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello demiansteppenwolf,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wildsino 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.

Respectfully,

Michal

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 demiansteppenwolf,

I am trying to reach the casino internally, outside of this thread, that's why I am setting another timer. I will be informing you here of any developments. Thank you for your patience.

Hello Michal,

great, thank you very much for your efforts!

Best regards

Hallo Michal,

super, vielen Dank für Ihre Mühen!

Viele Grüße

Hello all,

We need some more time to check this case further and we will try our best to give an update at the earliest as possible.

Your patience, understanding, and cooperation in this situation are truly appreciated!

Best wishes,

Wildsino team

Thank you, Wildsino Casino for the update.

We will be waiting to hear from you.

Dear demiansteppenwolf,

We are happy to confirm that your manual withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best wishes,

Wildsino team

Hello dear Wildsino team,

Thank you very much, I have already received the refund! I think it is very exemplary how you deal with the issue of gambling addiction and how you helped me.

Many thanks also to Michal from the Casino Guru team. Without your efforts this would not have been possible.

Best wishes and all the best!

Hallo liebes Team von Wildsino,

vielen herzlichen Dank Ihnen, ich habe die Rückerstattung bereits erhalten! Ich finde es sehr vorbildlich, wie Sie mit dem Thema Spielsucht umgehen, und mir geholfen haben.

Auch vielen herzlichen Dank an Michal vom Team Casino Guru. Ohne Ihren Einsatz wäre das nicht möglich gewesen.

Viele Grüße und alles Gute!

Dear demiansteppenwolf,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru