Wild Robin— player complaints: 22 in English

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, ▇▇▇▇▇

To Whom It May Concern, I am writing to submit a formal complaint regarding Wild Robin Casino. My concern is not only about how my account was handled, but also about the casino’s failure to uphold responsible gambling principles, which directly led to the loss of my winnings. At one point, I had approximately CAD $35,000 in winnings on my account. I attempted to: - Close my account due to concerns about my gambling behavior. - Increase my withdrawal limits so I could safely withdraw my winnings. - Communicate that I was uncomfortable and struggling with control, clear signs of vulnerability. The casino’s responses were inadequate and harmful: - I was told that if I closed my account, my balance would be voided, effectively preventing me from protecting myself. - My requests to increase withdrawal limits were refused. - I was not offered self-exclusion, time-outs, or any responsible gambling tools. As a result, I inevitably continued to gamble and lost my entire balance. While I accept responsibility for my gambling behavior, I firmly believe the casino’s refusal to allow a safe withdrawal or closure, and its failure to recognize signs of problem gambling, placed me in an impossible position and directly caused this outcome. **Why This Matters:** - Responsible Gambling: Operators are expected to intervene when players demonstrate signs of gambling harm. My requests and statements should have triggered protective action. - Unfair Practices: Requiring players to choose between “keep gambling” or “lose your balance” is exploitative and inconsistent with fair play standards. - Consumer Protection: Denying access to legitimately won and verified funds through unfair policies undermines trust and may violate consumer protection principles. **What I Am Requesting:** 1. A refund of my winnings (CAD $35,000) that I was unable to withdraw due to these irresponsible practices. 2. An investigation into Wild Robin Casino’s policies regarding account closure, withdrawal limits, and responsible gambling obligations. 3. Stronger enforcement requiring casinos to: - Allow safe account closure without balance forfeiture. - Provide reasonable withdrawal options for large balances. - Intervene when players express gambling harm or distress. 4. **Supporting Evidence:** I can provide: - Chat and email transcripts showing my requests and the casino’s responses. - Screenshots confirming my balance prior to its loss. - Proof of completed account verification (KYC). Conclusion: This complaint is about both my personal case and the broader issue of how Wild Robin Casino treats vulnerable players. I respectfully ask for your help in securing a refund of my lost winnings and holding the operator accountable for failing to provide responsible gambling protections. Thank you for your attention to this matter. I am prepared to provide all supporting documents upon request.