Wild Robin Casino - Responsible Gambling failure/account closure request not actioned/continued access
I requested that Wild Robin close my account / stop me from using the platform, but I retained access and continued gambling, resulting in losses of approximately 35,000 CAD. I’m asking for a refund based on the operator’s failure to act on a clear closure/stop request and failure to provide an effective safer-gambling restriction path at the time I asked.
**Timeline (use exact timestamps)**
- 2025-08-21 05:22:13 — I told support: “I don’t want to use this platform anymore.”
- Support replied they do not have a bet limiting system (2025-08-21 05:24:52) and indicated closing the account voids balance (2025-08-21 05:22:47), but I was not provided an immediate self-exclusion/closure action via chat.
- 2025-08-25 03:02:49 — I again stated clearly: “Hi I would like to close my account.”
- 2025-08-25 03:05:20 — Support stated closure must be requested by email and balance would be voided upon closure.
**Why this is a complaint (clear framing)**
- My statements included explicit account closure / stop-use intent (“close my account”; “don’t want to use this platform anymore”).
- The operator did not implement an effective restriction at the time of request and advised there was no bet-limiting system.
- The process described (“email closure, balance voided”) created a barrier to immediately preventing further gambling.
**What I want as a resolution**
- Refund of 35,000 CAD (or the portion lost after my first explicit stop/closure request), and confirmation my account is closed/restricted.
- Written explanation of what actions were taken after my requests and why immediate restriction/self-exclusion was not applied.
**Evidence I can later via email if needed**
- Full chat transcript showing the quoted timestamps above.
- Any account statements/bet history showing the losses and dates.
- Copy of my email to Wild Robin requesting closure (and any replies).
thanks,
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