Wildsino Casino - A solicitação de exclusão da conta do jogador não foi atendida.

Good evening, I would like to start mentioning that a have a gambling addiction which has resulted in me losing a lot of money. I am mentioning that because on 31 October 2024 I requested my account to be deleted sending Wildsino Customer support an email as per process. The accounts deletion was confirmed on their side and the account was blocked. After a couple of months (and without me requesting it )my account was reactivated and I stated receiving promo emails. As a result I started gambling again. After losing a lot of money once again I requested once more my account to be deleted on the 27 May 2025. I confirmed my decision as requested but the account was not blocked after 2 days. The result was that I lost even more money. I would like to know if this is legal. I would also like to mention that I have requested from the casino a total refund of all my deposits made after my first deletion! Sorry for the long post. I am at your disposal and I have kept all the emails sent with the various requests.

Same issue has happened with other casinos under the same ownership.

Dear georgebalis86,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience and the difficulties you've faced.

To help us better understand the situation and move forward with the case, could you please provide the following details:

• Could you forward us the original email you sent to Wildsino on 31 October 2024, requesting the deletion of your account?
• In your original request, did you explicitly mention gambling addiction as the reason for closing your account? If so, please highlight that section.
• You mentioned receiving promotional emails before relapsing — do you recall approximately when these started coming in again?
• Do you have a list or approximate total of deposits made after the account was allegedly reopened without your request?
• Could you also share the most recent email correspondence from 27 May 2025, including your confirmation to delete the account and any responses from the casino?

If you have any of the above communication available, please forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good evening, I will forward you all the conversations via email. I have screenshots of the deposits after October 31, 2024 and fortunately because today the casino finally deleted my account and they would no longer have access to this information. I will send them via different emails so you have them separately! Thank you for your time.

Καλησπέρα, θα σας προωθήσω μέσω email όλες τις συνομιλίες. Εχω screenshot των καταθέσεων μετά τις 31 Οκτωβρίου 2024 και ευτυχώς διότι σήμερα το casino διέγραψε τελικά το λογαριασμό μου και δεν θα είχαν πλέον πρόσβαση σε αυτές τις πληροφορίες. Θα τα στείλω μέσω διαφορετικών email για να τα έχετε ξεχωριστά! Σας ευχαριστώ για το χρόνο σας.

Hi,

Thank you for providing the details regarding your communication with Wildsino. To make sure we fully understand the sequence of events, we have created the following timeline based on the information available:

Timeline of Events – Wildsino Casino

• 31 October 2024 – You sent an email to support@wildsino.com mentioning "gambling issues."
• 19 May 2025 – You contacted support@wildsino.com again, once more referencing your "gambling issues."
• 19 May 2025 – The casino responded the same day, stating that your balance would be forfeited if the account was closed, and asked for your confirmation.
• 19 May 2025 – You confirmed your agreement with the closure and forfeiture.

To clarify the full picture, could you please confirm the following:

1. Is the above timeline accurate, or is there anything you would like to add or correct?
2. Did you have any communication with the casino between 31 October 2024 and 19 May 2025 regarding your gambling concerns or account status?
3. Do you know the exact date when your account was officially closed?

Your confirmation will help us move forward with your case more effectively.

Thank you in advance for your reply.

I have not had any communication with the casino during the interim period (besides bonus offers) but the chronological order is accurate. My account was closed on May 30th. I think the above information is also visible in the emails I forwarded to you. However, if it is not visible, I am happy to send it again. Let me just add that a few days ago, after I had closed my account, the casino sent me an offer for a deposit bonus via sms. I understand that it is the player's responsibility to be careful in cases like mine, however, I consider it unfair (maybe even illegal) since he has requested deletion for reasons of gambling addiction or arbitrary activation of the account. I am at your disposal for anything you need!

Δεν είχα καμία επικοινωνία με το καζίνο κατά την ενδιάμεση περίοδο (πέρα από προσφορές για μπόνους) αλλά η χρονολογική σειρά είναι ακριβής . Ο λογαριασμός μου έκλεισε στις 30 Μαΐου. Νομίζω ότι οι παραπάνω πληροφορίες φαίνονται και στα email που σας προώθησα. Ωστόσο αν δε φαίνονται ευχαρίστως να τα ξανά στείλω . Να προσθέσω μόνο πως το καζίνο πριν λίγες μέρες και αφότου είχα κλείσει το λογαριασμό μου μου έστειλε προσφορά για μπόνους κατάθεσης μέσω sms. Αντιλαμβάνομαι ότι είναι ευθύνη του παίχτη να προσέχει σε περιπτώσεις όπως η δική μου παρόλα αυτά θεωρώ ότι είναι άδικο (ίσως και παράνομο ) εφόσον έχει ζητήσει διαγραφή για λόγους εθισμού στο τζόγου ή αυθαίρετη ενεργοποίηση του λογαριασμού. Είμαι στη διάθεση σας για οτιδήποτε χρειαστείτε!

Thank you, georgebalis86, for confirming the timeline and for your detailed response.

• Could you please also confirm whether you made any deposits after May 19, 2025 — the date when you confirmed your agreement to close the account and forfeit the balance?
• If yes, could you let us know the exact dates of those deposits?

This information is important for evaluating whether the casino should have allowed further activity on your account after your closure request.

Looking forward to your reply.

Good evening! If I did not make a mistake in the operations, I have deposited €291 on these dates. Of these, €220 on 29/5/2025 and €71 on 27/5/2025. I have sent you a screenshot via email showing all the deposits on all dates. If you want, I can send them again!

Thank you very much for your time!

Καλησπέρα! Αν δεν έκανα λάθος τις πράξεις έχω καταθέσει 291€ στις ημερομηνίες αυτές. Απο αυτά 220€ στις 29/5/2025 και 71€ στις 27/5/2025. Μέσω email σας έχω στείλει screenshot στα οποία φαίνονται όλες οι καταθέσεις σε όλες τις ημερομηνίες. Αν θέλετε μπορώ να τα στείλω ξανά!

Ευχαριστώ πολύ για το χρόνο σας!

Dear georgebalis86,

Thank you very much for your quick reply and for sharing the screenshot of your deposits — I really appreciate your cooperation.

I have checked the transactions, and here is what I have noted on my side:

27/5:

• €50 (Transaction ID: 350514597)
• €21 (Transaction ID: 350510085)

29/5:

• €50 (Transaction ID: 356658161)
• €30 (Transaction ID: 356666509)
• €50 (Transaction ID: 356662185)
• €20 (Transaction ID: 356634801)
• €50 (Transaction ID: 356654809)
• €20 (Transaction ID: 356652573)

Could you please confirm that these amounts and dates are correct? Once confirmed, I will adjust the disputed amount accordingly and continue with your case.

Thank you in advance for your reply.

I confirm that the amounts are correct!

Επιβεβαιώνω ότι τα ποσά είναι σωστά!

Dear georgebalis86,

Thank you very much for confirming the amounts — I really appreciate your prompt cooperation.

Based on your confirmation and our review of your communication with the casino, I will adjust the disputed amount from €921 to €291, which covers only the deposits you made after you had clearly confirmed that you wanted your account to be blocked due to your gambling problem.

I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there and thanks for the reply! I have been contacted by the casino’s support and they offered a full refund of the entire amount and was requested to provide data like IBan , bank’s name etc and to sign a waiver letter so they can proceed with the refund. I send them the requested info and am am waiting for their reply.

Dear georgebalis86,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be assisting you with your complaint moving forward.

As part of our standard procedure, I’d like to formally invite a representative from Wildsino Casino to join this conversation. Their direct involvement will help ensure a smoother and more efficient resolution of your case.

From your latest message, I understand that the casino has already contacted you and offered a full refund, and that you’ve provided the requested information. That’s excellent progress! Could you please confirm whether there have been any further developments?

Dear Wildsino Casino,

Thank you for reaching out to the player and offering a full refund - this is greatly appreciated. I would kindly ask if there are any updates or further requirements from your side regarding the documentation submitted by the player. Additionally, could you please let us know the estimated timeframe for resolving the matter on your end?

Thank you in advance for your cooperation.

Best regards,

Kubo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear georgebalis86,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo