Wildz Casino - プレイヤーのアカウントは閉鎖されましたが、新しいアカウントを開設することは可能です。

I am submitting a formal complaint regarding Wildz Casino (operated by Granturo Malta Ltd).

In 06.02.2025. I requested the closure of my account due to gambling problems using a responsible gambling/self-exclusion request. After this request, my account was closed and became inaccessible.

I do not recall the exact duration of the exclusion period, but the account remained closed for a significant period.

Despite this, I was later able to register a new account with the same brand (Wildz Casino) and make multiple deposits.

The operator has stated that due to a change in license and internal systems, they did not have access to my previous account data and therefore treated me as a new customer.

I believe this represents a failure to properly enforce responsible gambling obligations. A self-exclusion or gambling-related account closure should prevent re-registration and depositing, regardless of internal system or license changes, as the duty of care remains with the operator.

During the period after my exclusion, I made several deposits. While I did receive some winnings, I ultimately incurred net losses of over €400.

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Dear jonne19xxx,

Thank you very much for submitting your complaint. I’m truly sorry to hear about your negative experience.

I have reviewed the Responsible Gambling policy, and I would like to highlight the following:

The Self-Exclusion Programme is designed as a support tool for players who may be experiencing gambling-related issues or who feel they need a break from gambling. It allows players to block access to their account for a defined period, giving them time to step away and seek support if needed.

Self-exclusion can typically be activated in two ways:

Through your account settings (My Account > Limits), where the exclusion takes effect immediately.

By contacting Customer Support via Live Chat. In this case, the exclusion is applied after confirmation from the support team and may not take effect instantly.

Please also bear in mind that it is primarily the player’s responsibility not to open new accounts after self-exclusion. However, casinos are expected to take reasonable steps to prevent this from happening.

To better understand your situation, I would like to kindly ask for a few additional details:

• Did you clearly inform the casino about your gambling problem when submitting your initial request? Could you please forward the account closure or self-exclusion requests you sent to the casino? You can send them to: petra.h@casino.guru
• What was the requested duration of your self-exclusion period, if any?
• Did you receive any confirmation that your account had been successfully closed?
• When registering a new account, did you inform Wildz Casino about your previous account and self-exclusion?

These details will help us assess your case more thoroughly.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Petra

Hello!

I stated my gaming problem very clearly, I sent you the blocking request message via email.

Since it's a gaming problem, permanent ban.

The account was actually closed properly at the time, I confirmed it myself by trying to log in.

This year, when I deposited to Wildz in my gambling addiction, I assumed I was depositing into the same account as before the closure request.

I later heard from customer service that their system now saw me as a new player, which of course cannot be the explanation for why I was able to play at the same casino again despite a clear request to be banned.

Jonne

Hei!

Ilmoitin peliongelmastani erittäin selkeästi, laitoin sinulle kyseisen sulkupyyntöviestin sähköpostitse.

Koska kyse on peliongelmasta, pysyvä sulku.

Tili todella suljettiin silloin asianmukaisesti, varmistin sen vielä itse silloin kokeilemalla kirjautua sisään.

Tänä vuonna kun pelikoukussani talletin wildzille, oletin tallettavani samalle tilille kuin ennen sulkupyyntöä.

Kuulin myöhemmin asiakaspalvelusta, että heidän järjestelmä näki nyt minut uutena pelaajana, mikä ei tietenkään voi olla selitys sille että pääsin jälleen selkeästä sulkupyynnöstä huolimatta pelaamaan samaiselle kasinolle.

yt Jonne

Hello!

I stated my gaming problem very clearly, I sent you the blocking request message via email.

Since it's a gaming problem, permanent ban.

The account was actually closed properly at the time, I confirmed it myself by trying to log in.

This year, when I deposited into Wildz in my gambling addiction, I assumed I was depositing into the same account as before the closure request.

I later heard from customer service that their system now saw me as a new player, which of course cannot be the explanation for why I was able to play at the same casino again despite a clear request to be banned.

Jonne

Hei!

Ilmoitin peliongelmastani erittäin selkeästi, laitoin sinulle kyseisen sulkupyyntöviestin sähköpostitse.

Koska kyse on peliongelmasta, pysyvä sulku.

Tili todella suljettiin silloin asianmukaisesti, varmistin sen vielä itse silloin kokeilemalla kirjautua sisään.

Tänä vuonna kun pelikoukussani talletin wildzille, oletin tallettavani samalle tilille kuin ennen sulkupyyntöä.

Kuulin myöhemmin asiakaspalvelusta, että heidän järjestelmä näki nyt minut uutena pelaajana, mikä ei tietenkään voi olla selitys sille että pääsin jälleen selkeästä sulkupyynnöstä huolimatta pelaamaan samaiselle kasinolle.

yt Jonne

I have also tried to chat directly with them but they don't want to do anything more, they just close the chat.

Olen yrittänyt myös keskustella suoraan heidän kanssa mutta eivät halua tehdä enempää, ainoastaan sulkevat chatin.

Thank you for your reply and for providing the previous details, jonne19.

Could you please clarify the following points for me:

• Did you ever receive any confirmation from the casino regarding your account closure request?
• When exactly did you register the new account and did you use the same personal details and email address for the new account registration as for the original account?
• Could you also provide a timeline of your deposits, including approximate dates and amounts if possible?

Any additional supporting evidence, such as emails, screenshots, or transaction confirmations, would also be very helpful for our investigation.

Thank you again for your cooperation. I look forward to your reply.