Wildcard Casino - Hráčovy pokusy o sebevyloučení byly přehlédnuty.

I have asked them via the casino's contact form to close my account for gambling and it is still open. I do not understand the truth .... In total I have sent 5 emails to support and 2 through the contact form on the web.

I request the refund of the amounts from the first shipment for the closing of the same.

On top of that I can still continue playing and I am quite worried about having a relapse.

Thank you sincerely Fernando R**** G*****

Les e solicitado vía formulario de contacto del casino que me cierren la cuenta por ludopatía y aún me sigue abierta. No entiendo la verdad .... En total les e enviado 5 correos a soporte y 2 por el formulario que hay de contacto en la web.

Solicito la devolución de los importes desde el primer envío para el cierre de la misma.

Encima aún puedo seguir jugando y estoy bastante preocupado por si tengo una recaída.

Gracias atentamente Fernando R**** G*****

Dear Xotin36,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward the actual emails showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru.

Is support@wildcardcasino.com the email address where your requests have been sent? I just want to make sure as not the entire email address is visible on the forwarded screenshots.

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

If that is the address and from the same web page there is a contact form.

They just answered me this and I'm crazy not only they don't refund me but they encourage me to continue playing with the offer of a bonus if I want to return.

Si es esa la dirección y desde la misma página web hay un formulario de contacto.

Me acaban de responder esto y me quedo loco no solo no me realizan la devolución sino que me animan a seguir jugando con la oferta de un bono si deseo volver.

I already sent you everything Telo I sent from two different emails please confirm me since one gave me an error.

xotin30@hotmail.com

fer_ramos_garcia@hotmail.com

Ya te envié todo Telo envíe desde dos emails diferentes confírmame porfavor ya que uno me dio error.

xotin30@hotmail.com

fer_ramos_garcia@hotmail.com

Thank you very much, Xotin36, for the forwarded email and screenshots. Do I understand correctly that you requested the self-exclusion on the 3rd of May for the first time? Could you please forward your cashier history?

Request it on day 2 in a form from the same website.

I cannot access the cash history but I can access the bank history.

Request it on day 2 around 1:00 p.m.

I did it through the contact form they have on their website. Since they did not answer me on the 3rd in the morning, I sent an email to support again.

Lo solicite el día 2 en un formulario desde la misma web.

No puedo acceder al historial de caja pero si al del banco.

Lo solicite el día 2 sobre las 13:00h.

Lo hice mediante el formulario de contacto que tienen en su página web. Como no me respodian el día 3 por la mañana volví a enviarle un correo a soporte.

They have to have an email from my account on day 2.

Ellos tienen que tener un correo de mi cuenta el día 2.

Please forward your bank statement at your earliest convenience. Thank you very much in advance.

However, request the closure from the casino's website on the morning of the 2nd.

They have to have the record

No obstante solicite el cierre desde la pág web del casino el día 2 por la mañana.

Ellos tiene q tener el registro

Please understand that not all casino departments have the option to restrict players' accounts. I agree that it would be ideal unfortunately, it is not standard procedure yet. Therefore, we accept 2-3 days since requesting the self-exclusion to applying it, to be fair.

In your case, there were 1-2 days since you requested the self-exclusion via live chat (email) till the actual account closure. For future references, please keep in mind that the casino must acknowledge your request, apply it, and inform you about it and it takes a bit of time.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Yes, but the casino has not closed my account. If I want, they not only open it for me but also offer me a bonus.

I think that having the problem I have is not even half normal. And I request the refund of the amounts, I believe that I am within my rights and so I discussed it with the lawyer.

And I request the definitive closure since they have not done it for me.

Si pero el casino no me ha cerrado la cuenta. Si quiero no solo me la abren sino que me ofrecen un bono.

Yo creo que teniendo el problema que tengo no es ni medio normal. Y solicito la devolución de los importes creo q estoy en mi derecho y así lo hablé con el abogado.

Y solicito el cierre definitivo ya que no me lo han realizado.

Could you please advise if your account has been blocked already, or if it's still accessible? Thank you.

They have suspended it if I want to open it, they even offer me a bonus so that I can continue playing with the addition that I have....

I think that is not even half normal.

The account from minute 1 had to be blocked forever.

I have looked at it with a lawyer who takes all this for me and I can request all the income made.

Me la han suspendido si quiero abrirla me ofrecen hasta un bono para que siga jugando con la adición que tengo....

Yo creo que eso no es ni medio normal.

La cuenta desde el minuto 1 tenía que bloquearse para siempre.

Lo he mirado con un abogado que me lleva todo esto y puedo solicitarle todos los ingresos realizados.

Since your account has been blocked 1-2 days after requesting it and remains blocked to this day, I'm afraid we can't help you more with this case.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Let's see what they want me to open and continue playing?? The account is not locked. If I want I can reopen it and on top of that they give me a bonus. I think they don't want to help... But that's it, let it go and continue helping this kind of casino

Vamos a ver qué quieren que la abra y siga jugando?? La cuenta no está bloqueada. Si quiero puedo volver a abrirla y encima me dan un bono. Creo que no quieren ayudar... Pero bueno ya está déjenlo y sigan ayudando a esta clase de casinos

Have you requested your account to be reopened, please? If it's still blocked how do you want us to proceed?

It's already working

Ya esta funcionando

Do I understand correctly that your account has been reopened again?

Totally and on top of that they give me a bonus

Totalmente y encima me dan un bono

Please, I want you to ban me from playing in this casino since I am addicted and I do not control myself and I deposited another €40 and that is why I told them to please close my account without being able to reopen it.

I request the return of all the income that I have made in this casino since all this is causing me serious problems.

please it's a lot of money and I'm a sick person who keeps being allowed to play.

I request the return of €140 played please

Otherwise I will report tomorrow

porfavor quiero que me prohiban jugar en este casino ya que soy adicto y no me controlo e ingresado otros 40€ y eso que les e dicho que porfavor me cierren la cuenta sin pòder volver a abrirla.

solicito la devolucion de todos los ingresos que e realizado en este casino ya que todo esto me esta cusando grabes problemas.

porfavor es mucho dinero y soy una persona enferma a la que le siguen dejando jugar.

solicito la devolucion de 140€ jugados porfavor

sino denunciare mañana mismo

Please today and deposited another €60 it's already €200 I want my money back please and close this ordeal for me forever.

If you can help me I would really appreciate it but as soon as possible please.

Porfavor hoy ya e ingresado otros 60€ ya van 200€ quiero que me devuelvan el dinero ya porfavor y me cierren este calvario para siempre.

Si ustedes pueden ayudarme se lo agradecería muchísimo pero cuanto antes porfavor.

Thank you very much, Xotin36, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Please I just want my account to be closed and my money back.

Por favor solo quiero que me cierren la cuenta y me devuelvan el dinero.

I have written to the casino again and no one answers me... My goodness

Les he vuelto a escribir al casino y no me responde nadie... Madre mia

Hello Xotin36.

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

I have tried 3 different ways and nothing. It is a very serious problem for me to have this open. Thanks for everything

Yo lo e intentado por 3 maneras distintas y nada. Es un problema muy serio para mí tener esto abierto. Gracias por todo

Please, another 20€ more.... a total of 220€.

They are going to ruin my life... please, I want to know how I can act since they don't even answer me.

porfavor ya van otros 20€ mas.... un total de 220€.

me van a arruinar la vida... porfavor quiero saber como puedo actuar ya que ni me responden.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I reported them with the evidence and the casino's payment gateway solved the problem for me. Making me the returns since these people did not respond to my emails or to them. Thank you very much

Les denuncie con las pruebas y la pasarela de pago del casino me solucionó el problema. Haciéndome las devoluciones ya que esta gente no respondía ni a mis correos ni a ellos. Muchas gracias

Dear Xotin36.

As I have expected, the casino is still unresponsive, but I am glad you have found a way how to get the disputed amount. I will close this case as 'rejected', only for the reason that this case certainly does not belong among the solved ones. 

Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru