Wildsino Casino - A conta do jogador foi encerrada após várias solicitações.

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Good morning,

I wish to file a complaint against Wildsino for failing to comply with my repeated requests for account closure, blocking, and self-exclusion. I am requesting reimbursement of €7,000, representing the net losses I have been able to recoup following my exclusion requests.

My first request dates back to December 7, 2025. I wrote to Wildsino support: "I wish to have my account deleted and be banned from your platform." Despite this explicit request for a ban, my account remained accessible and I continued to be able to deposit and play.

Faced with the lack of closure, I multiplied my requests: January 11, 12, 13, 14 and 28, 2026, February 25 and 26, then March 3, 2026.

On January 11th, I again requested the permanent deletion of my account.

On January 12, I explained in particular the losses incurred and explicitly asked to be "excluded and blocked" and to "permanently delete my account".

On January 13th, I indicated that this was already my third request for permanent closure.

On January 14th, I wrote: "For the 4th time. Can you exclude me and delete my account from your platform?"

On January 28, I again called for an immediate closure, citing in particular a huge financial loss.

Despite all these requests, my account remains active.

The message from February 25th is particularly important. I'm responding to a promotional communication from Wildsino by explicitly asking: "Please don't try to contact me again or make me offers." I then clearly explain: "I can't manage my spending" and that I want to close my account "to protect myself."

At this point, Wildsino could no longer ignore the reason for my request: I was explicitly reporting a difficulty in controlling my gambling expenses and asking for their intervention to protect me.

However, my account is still not closed.

On February 26th, I asked again: "I really want to delete my account, please."

Finally, on March 3rd, after another exchange with Wildsino, I confirmed once again: "Yes, I stand by my decision and wish to completely delete my account."

Despite this series of requests, Wildsino finally closed my account only in August 2026, approximately eight months after my first request on December 7th.

I want to clarify that my complaint is NOT about requesting a refund simply because I played and lost. The problem is that Wildsino allowed me to continue depositing and playing even though I had repeatedly asked to be banned, excluded, and blocked, and had explicitly explained that I was unable to manage my spending and requested closure to protect myself.

AMOUNT CLAIMED: €7,000

This amount was not chosen arbitrarily. Before closing the account, I made a video recording of my screen while reviewing the transaction history displayed directly on Wildsino. I also kept screenshots.

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Bonjour,

Je souhaite déposer une plainte contre Wildsino pour non-respect de mes demandes répétées de fermeture, blocage et auto-exclusion. Je demande le remboursement de 7 000 € correspondant aux pertes nettes que j’ai pu reconstituer après mes demandes d’exclusion.

Ma première demande remonte au 7 décembre 2025. J’ai écrit au support Wildsino : « Je souhaite faire supprimer et me faire bannir de votre plate-forme. » Malgré cette demande explicite de bannissement, mon compte est resté accessible et j’ai continué à pouvoir déposer et jouer.

Face à l’absence de fermeture, j’ai multiplié les demandes : 11, 12, 13, 14 et 28 janvier 2026, 25 et 26 février, puis 3 mars 2026.

Le 11 janvier, je demande à nouveau la suppression définitive de mon compte.

Le 12 janvier, j’explique notamment les pertes rencontrées et demande explicitement à être « exclue et bloquée » et à « supprimer définitivement mon compte ».

Le 13 janvier, j’indique qu’il s’agit déjà de ma troisième demande de fermeture définitive.

Le 14 janvier, j’écris : « Pour la 4e fois. Pouvez-vous m’exclure et supprimer mon compte de votre plate-forme. »

Le 28 janvier, je demande encore une fermeture immédiate en évoquant notamment une énorme perte d’argent.

Malgré toutes ces demandes, mon compte reste actif.

Le message du 25 février est particulièrement important. Je réponds à une communication promotionnelle de Wildsino en demandant expressément : « S’il vous plaît n’essayez pas de me relancer ou de me faire des propositions. » J’explique ensuite clairement : « Je n’arrive pas à gérer mes dépenses » et que je souhaite fermer mon compte « pour me protéger ».

À ce stade, Wildsino ne pouvait donc plus ignorer la raison de ma demande : je signalais explicitement une difficulté à contrôler mes dépenses de jeu et demandais leur intervention pour me protéger.

Pourtant, mon compte n’est toujours pas fermé.

Le 26 février, je demande encore : « Je souhaite vraiment supprimer mon compte svp. »

Enfin, le 3 mars, après un nouvel échange avec Wildsino, je confirme une nouvelle fois : « Oui je maintiens ma décision et souhaite totalement supprimer mon compte. »

Malgré cette succession de demandes, Wildsino n’a finalement fermé mon compte qu’en août 2026, soit environ huit mois après ma première demande du 7 décembre.

Je précise que ma plainte ne consiste PAS à demander le remboursement simplement parce que j’ai joué et perdu. Le problème est que Wildsino m’a permis de continuer à déposer et à jouer alors que j’avais demandé à plusieurs reprises d’être bannie, exclue et bloquée, et que j’avais ensuite explicitement expliqué ne pas réussir à gérer mes dépenses et demander la fermeture pour me protéger.

MONTANT RÉCLAMÉ : 7 000 €

Ce montant n’est pas choisi arbitrairement. Avant la fermeture du compte, j’ai réalisé un enregistrement vidéo de mon écran en parcourant l’historique des transactions affiché directement sur Wildsino. J’ai également conservé des captures d’écran.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about any gambling issues? Please share the information with timestamps, including the responses of the casino to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Wildsino Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hello Tomas,

I confirm that I have just sent you two emails containing all the documents and screenshots I have regarding my complaint against Wildsino. I simply split the documents between two messages to avoid making the attachments too large.

You now have all the elements and evidence in my possession for the examination of my case.

I sincerely thank you for your intervention and for the time you dedicated to reviewing my complaint.

Of course, I remain fully available should you require any further information, clarification, or any other document.

Thank you again for your help.

Sincerely,

Sarah *****

Bonjour Tomas,

Je vous confirme que je viens de vous envoyer deux e-mails contenant l’ensemble des pièces et captures d’écran dont je dispose concernant ma plainte contre Wildsino. J’ai simplement réparti les documents sur deux messages afin de ne pas trop alourdir les pièces jointes.

Vous disposez donc désormais de l’intégralité des éléments et preuves en ma possession pour l’examen de mon dossier.

Je vous remercie sincèrement pour votre intervention et pour le temps consacré à l’étude de ma plainte.

Je reste bien entendu entièrement disponible si vous avez besoin d’une information complémentaire, d’une précision ou de tout autre document.

Merci encore pour votre aide.

Cordialement,

Sarah *****