RESOLVED: Wild Robin - Account Issue

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 attached • 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).

Disputed amount: 35000C$

Casino: Wild Robin

Case #: 4002

Hi ZOINGERZ,

Thank you for taking the time to share your experience with the LCB members, and we’re sorry to hear about your negative experience..

As per the casino’s Terms & Conditions, account closure requests must be submitted via email, and any remaining balance may be voided upon closure. Based on this, the casino appears to have acted in accordance with its stated terms.

From what we understand, you requested an account closure rather than a formal self-exclusion. While the procedures may seem similar, they are treated differently under the Terms.

Please also note that this case dates back to August, which is over six months ago. Due to the time that has passed, we cannot guarantee that the casino will be willing to further review or participate in resolving this matter.

Hi ZOINGERZ,

Could you please confirm that you have seen our response regarding your case? 

Please let us know if there is anything else that remains unclear. We will be happy to clarify it for you.

Hi ZOINGERZ,

As more than 48 hours have passed without a response from the member, we will mark case #4002 as RESOLVED.

We have already provided an explanation to the player and pointed out that the matter is clearly outlined in the casino’s terms and conditions.

Should you wish to reopen the case, please feel free to reply to this thread, and we will be happy to assist further.