Wildz Casino - Акаунтът на играча е затворен; той иска възстановяване на сумата.

Hi. I have closed my account with Wildz and sister casinos on 20.11.2020 due to a gaming problem. On 28.11.2025 I was able to open an account on their site and because of that I accumulated a lot of losses compared to my standard of living. I asked for a refund of net losses, but they claim that since the license has changed, there is nothing they can do. On 19.5.2026 I asked to close my account due to a gaming problem and it was closed. At the same time, the request for a refund of net losses happened. They refuse to refund because they say the license has changed and that they do not have access to my old account information. However, I received an email from them on 20.11.2025 that I should no longer have access to my Wildz account. That email was already sent under the new license. A week later I was able to open an account with the same information. I have evidence of these events, which I am attaching. They don't want to deal with the matter.

The attachments show that I requested closure on 20.11.2020 and it was closed accordingly then. On 20.11.2025 I received an email that I could no longer use my wildz account from that date. That email was already sent under a new license, meaning they were aware of the existence of my account even though they claim otherwise, citing a change in license.

All I want is my net loss back. I feel like I can't figure this out with them.

I don't have the exact amount of the net loss, but it's probably around +-3000€.

Hei. Olen sulkenut tilini Wildzilla ja sisarkasinoilla 20.11.2020 peliongelman takia. 28.11.2025 olen pystynyt avaamaan tilin heidän sivustolleen ja tuon takia tappioita kertyi omaan elintasoon nähden paljon. Pyysin nettotappioiden palautusta, mutta he vetoavat koska lisenssi vaihtunut niin ei voi tehdä mitään. 19.5.2026 pyysin tilini sulkua peliongelman takia ja se suljettiin. Samassa tapahtui tuo nettotappioiden palautuksen pyyntö. He eivät suostu palauttamaan, koska lisenssi on kuulemma vaihtunut ja että heillä ei ole pääsyä vanhan tilini tietoihin. Olen kuitenkin saanut 20.11.2025 heiltä sähköpostin ettei minulla pitäisi olla pääsyä enään Wildz tililleni. Tuo on jo uuden lisenssin alla lähetetty sähköposti. Viikko tuosta olen pystynyt avaamaan tilin samoilla tiedoilla. Minulla on todisteet näistä tapahtumista, jotka pistän liitteenä. He eivät suostu asiaa käsittelemään.

Liitteistä käy ilmi, että olen pyytänyt sulkua 20.11.2020 ja se on suljettu asian mukaisesti silloin. 20.11.2025 olen saanut sähköpostin, että en voisi enään käyttää wildz tiliäni tuosta päivästä lähtien. Tuo sähköposti on lähetetty jo uuden lisenssin alla, eli he ovat olleet tietoisia pelitilini olemassa olosta vaikka he väittävätkin muuta vedoten lisenssin vaihdokseen.

Ainoa mitä haluan on nettotappioni takaisin. Tuntuu ettei heidän kanssaan tätä pysty selvittämään.

Tarkkaa nettotappion määrää minulla ei ole mutta se on varmaan arviolta tuossa +-3000€ paikkeilla.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share any evidence of previous self-exclusion taking place in the same brand?
• Could you please clarify whether you were able to create a new account or reopen an existing account?
• Could you please specify the timeline of the key events regarding your previous self-exclusion, account access, deposits, and account closure?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent email for you.

Thanks for your patience and the information provided.

Based on the provided information, we believe the case is on the same trajectory as this one: https://casino.guru/complaints/wildz-casino-player-requests-refund-due-to-account

Our recommendation is for you to involve the casino's regulator in deciding whether it was the casino's obligation to include the information about your status when changing ownership. https://www.mga.org.mt/player-hub/lodge-a-complaint

Please let me know how you wish to proceed.

Dear Jahnu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru