Wildz - No Selfexclusion + Able to deposit

Kiaskga

Newbie member
Joined
May 20, 2020
Location
Germany
Hello!

On 20.04.2020 i went to the Wildz - Livechat to say that i want to request a permanent account closure because of gambling Problems.
The Chat had a waiting time of over 30+ Users, so i decided to just leave the message there. Shortly after. where i got a automated response that they received my Request i answered on this automated message so i made sure they rly got my request.

They did absolute nothing about it.

I did deposit a few times on 27.04 + 30.04.

On 08.05 (More than TWO WEEKS later) i got the message that my account is closed now (after i lost my money, ofc.)

Im pretty sure this is not going well with the MGA responsibly gambling rules.

Is there any chance to get my lost money back? Is there any chance to make anything to safe other gamblers that have Problems and are in a same Situation at Wildz? - Cause it seems like they dont care about responsibly gambling at Wildz.

Thanks for the help!
 

Kiaskga

Newbie member
Joined
May 20, 2020
Location
Germany
I want to give you some "Updates" about this.

I contacted the Support about 3 Weeks ago, that they should sort out the Case, and refund my Money.

Im waiting now for almost 3 Weeks - and nothing happens. Not a single E-Mail from the Support.

I did contact the Livesupport two times. Answers are like: "No update | We do our best | We will E-Mail you once there is an update".

On 3.7.20 i got told from the Livechat "your case is still pending we will send you an email once the refund is done".

Today i went again to the Livechat, i got told the same thing over again that there is no update ..

I wonder why something like this, where i have evidence that proofs that they did something wrong about there Responsibly Gambling, takes so long.

Today, i told them that i give them one final Week before i open a Case at the MGA.

Let´s see what happens.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
You could have self-excluded (with MGA there's no difference for self-exclusion and closing account) you account for 24h, 7 days or 30 days through their site, you didn't do that?

Really slow to react but not sure if any violation for regulations have happened. Where you can self-exclude your account it's stated:

Self-exclusion allows you to take a break from gambling. You will not be able to access your account until the self-exclusion period has ended.

If you wish to activate a permanent self-exclusion or reverse your exclusion, please contact customer support at support@wildz.com stating your reasons. The implementation of a self-exclusion requested by email is not immediate. We will confirm by email once the self-exclusion is active on your account.

You could have chosen that 30 days or just trying to contact them through their support. MGA have complaint form on their website which you can use to get their opinion but not really sure if there is some timeframe operator have to react players contacts.

Also you could have add 1€ deposit limit or something on account to get immediate effect to prevent you gambling.
 

Kiaskga

Newbie member
Joined
May 20, 2020
Location
Germany
You could have self-excluded (with MGA there's no difference for self-exclusion and closing account) you account for 24h, 7 days or 30 days through their site, you didn't do that?

Really slow to react but not sure if any violation for regulations have happened. Where you can self-exclude your account it's stated:



You could have chosen that 30 days or just trying to contact them through their support. MGA have complaint form on their website which you can use to get their opinion but not really sure if there is some timeframe operator have to react players contacts.

Also you could have add 1€ deposit limit or something on account to get immediate effect to prevent you gambling.

I am not able to Login anymore - i dont remember if you could Self-Exclude from the Site-Interface yourself. (I guess not, because i would have done that probably than).

You might have not seen it, but i contacted the Support myself to close my account permanently.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Yes, i just wondered which RG term you claim they have violated? You contacted them and they did close your account, it took some time but is it clarified anywhere that how fast they should comply with these request? MGA have complaint form on their site which you can use but not sure if they see this as violation of their player protection directive which is not really specific, if you would have spoke with live chat, then of course they would have to react right away but if you leave message, i can't find in regulations how fast these have to be reacted.
 

miksaxxx

Senior Member
Joined
Nov 5, 2008
Location
Finland
Becouse you sayed : that you have "gambling problem ", they should have SE you.

and account closed permanent.

Fill that MGA complaint . Casino has 28 days to respond to mga. So , why wait..
 

Kiaskga

Newbie member
Joined
May 20, 2020
Location
Germany
Yes, i just wondered which RG term you claim they have violated? You contacted them and they did close your account, it took some time but is it clarified anywhere that how fast they should comply with these request? MGA have complaint form on their site which you can use but not sure if they see this as violation of their player protection directive which is not really specific, if you would have spoke with live chat, then of course they would have to react right away but if you leave message, i can't find in regulations how fast these have to be reacted.

I understand that you say that there is no specific time period in which the Support should close an account.
But honestly - lets be clear. If it comes to Responsibly Gambling and a permantent Account-Closure it shouldnt take them more than TWO WEEKS to close an Account if they care about there Players. In my Opinion, it shouldnt even take more than 24 Hours.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
You only received automatic reply from system that your contact was received. If you want MGA to clarify how fast operator have to react to their support contacts, use MGA complaint form.

Automated reply form system is not same than somebody would have read or react your message to see what it's for. I just can't find from MGA that they specify anywhere how fast these have to be reacted, also there were tools for you to use to get it in place immediately.

I also recommend you to use MGA complaint form, don't really see operator would refund you (except if it's some really tiny amount but then they basicly admit to refund everyone who send them email to close account and deposit few seconds later, you need to get MGA to agree how fast they have to react to their contacts from players which i don't see clarified anywhere) or is there some particular term in MGA player protection or other regulation you are referring that somebody would have to read all support contact within certain time?
 

miksaxxx

Senior Member
Joined
Nov 5, 2008
Location
Finland
One casino manager told me once that if player tells him that he/she has gambling problem:

He needs to close account immediadely , also by law since player stated in email or chat that he/she has a gambling problem.
..
 

Kiaskga

Newbie member
Joined
May 20, 2020
Location
Germany
"Automated reply form system is not same than somebody would have read or react your message to see what it's for. I just can't find from MGA that they specify anywhere how fast these have to be reacted, also there were tools for you to use to get it in place immediately."

This will open a Ticket in there System. To make things clear - like i wrote - i also answered on this Response to double check that the´ve got it.

Like i said, i give them one final week, then i open an MGA Case.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
One casino manager told me once that if player tells him that he/she has gambling problem:

He needs to close account immediadely , also by law since player stated in email or chat that he/she has a gambling problem.
..

Yes, but here was no any interaction with chat as OP left message and received probably auto reply that message is received. It would be totally different if there would have been contact with support, now it was only one of probably very many contacts in queue if there were that many players waiting in chat.

Or do i miss something? OP was contacting chat, didn't want to wait, left message, got confirmation it's received, two weeks later get reply that account is closed (which probably was when message was seen).

MGA need in this case clarify in which time operator have to react to their support contacts, i can't find it from any MGA player protection or other regulation which way i can't see operator making any refund in this case and suggested to contact MGA to see if they want to tell operator within what time they had to reply to queries (and if they are willing to penalize operators about failing timeframe which don't exist at the moment).

"Automated reply form system is not same than somebody would have read or react your message to see what it's for. I just can't find from MGA that they specify anywhere how fast these have to be reacted, also there were tools for you to use to get it in place immediately."

This will open a Ticket in there System. To make things clear - like i wrote - i also answered on this Response to double check that the´ve got it.

Like i said, i give them one final week, then i open an MGA Case.

Yes and your reply to that automated message went even further than your original ticket as it was received after that. You need MGA to decide afterwards how fast operator should have been react to normal support contact, nobody couldn't know what your request is before your message was read and seems it took until they closed your account and replied you.
 

Kiaskga

Newbie member
Joined
May 20, 2020
Location
Germany
"Or do i miss something? OP was contacting chat, didn't want to wait, left message, got confirmation it's received, two weeks later get reply that account is closed (which probably was when message was seen)."

No - this probably happened after i did sent them ANOTHER mail (after i did the deposits again and lost) that they should !FINALY! close my account because of gambling problems. (Email was sent on 30.04)
In this E-Mail i also requested refund - but they just dont care.

If i look more back - there support and there responsible gambling care is a mess!
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
If you want to claim complaint, i would use MGA complaint form, not really see operator will refund you as they did close your account after all.

Don't really see MGA doing it either as that would need them to specify which is too long time operator need to react their messages as there currently is not that time frame.

Operator probably reply to complaint that they do offer tools to immediate stop depositing (through their RG tools on their site) which should be used in urgent cases or make sure you reach their support by waiting in chat.

In this situation there really is no difference if they react in two weeks or 2 minutes as MGA don't specify in any their regulation how fast operator have to react all emails and other offline contacts they receive.

MGA complaint is free to make through their site, would use it right away as you haven't got reply till this moment is hard to see operator to agree your claim.
 

Wondah

Non-Gambler
Joined
Oct 19, 2015
Location
Netherlands
The only thing about a timescale I could find is that when you request a self exclusion, you may not receive anymore marketing material after max. 24 hour.

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snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Yes, it does but assuming they did not, I think we know the answer to my question. Also given what you say as being a likely outcome, (they wouldn’t be paid) what was the point of the op depositing, unless there was an ulterior motive?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Yes, it does but assuming they did not, I think we know the answer to my question. Also given what you say as being a likely outcome, (they wouldn’t be paid) what was the point of the op depositing, unless there was an ulterior motive?
a gambling addiction possibly?
 
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