The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was escalated to the Complaints Team, who communicated with the casino on the player's behalf. After several exchanges, the casino confirmed that the withdrawal had been processed, but the player reported not receiving the funds in either their bank or player account. Due to a lack of response from the player in the final stages, the complaint was ultimately rejected.
WikiLuck Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €250
WikiLuck Casino
Safety Index:Below averageCase summary
Discussion
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1 year ago
Translation
On January 2, 2025, I deposited 50 euros with a 200% bonus and successfully converted the bonus. I then requested a withdrawal, which was confirmed successfully on January 7, 2025, along with an email stating that the transfer had been completed.
The problem is, since January 7, 2025, I have not received any payment. The casino has repeatedly told me to contact my bank regarding the payment, which I did. However, my bank could not find any money movements.
I then inquired via Live Chat if I could receive a transaction confirmation
just like when I had to provide proof of my account verification for the 50-euro deposit. This request for confirmation has been repeatedly ignored by support.
Instead, I was asked for another bank statement from my bank account by the Live Chat. After sending the requested bank statement,
the Live Chat said they would forward this document to the responsible department, and I should receive an email after further review by the department.
I have been waiting for that email since January 10, 2025.
I am asking for your help as I have no idea what else I can do...
Automatic translation:
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1 year ago
Dear ahammer787,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
Dear ahammer787,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 year ago
TranslationHello. I received an email from the casino yesterday with the following content:
" We have reviewed your withdrawal attempt and it failed due to a system error. The funds are now available in your player account so you can resubmit your withdrawal request. "
I then submitted a new withdrawal request today. I will now wait a few more days and then hopefully get back to you with a positive result... . Kind regards...
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1 year ago
TranslationHello. I submitted a new withdrawal request exactly one week ago and another 7 days
waited and again received no money. Last Thursday I used the casino’s live chat again
contacted where the money is, with the same answer as always. The money has been transferred and
I should note that it may take a few days until it is in my account.
I have had almost the same dialogue before, until a system error in the casino
turned out.
I had hoped that the whole thing would now develop positively, but I guess I
wrongly thought. Again, a transfer is supposedly on the way and with all due respect, it takes
not 7 days...! I don't understand how you can be so stubborn about 250 euros. I want
Don't even think about what will happen with higher winnings...?
What I would like to add is that the visit to the casino was very unsatisfactory. After a few
Smaller winnings and then a big win (1500 E) I had trouble and difficulty in meeting the required
wagering requirements to be met, as there were hardly any winnings left on the various games.
I was able to bring the 250 E over the finish line with great difficulty and then this drama with the
payout.
Maybe this post can help a little in evaluating the casino to protect other people from
to warn about this casino. I am the last person to criticize anyone, but whoever behaves like this
In my opinion, it deserves it.
I would be very happy if you would take care of this, because I have no nerves left
to more stories from the fairy tale meadow.
Many thanks in advance. MFG A. Hä******
Edited by a Casino Guru admin
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1 year ago
Dear ahammer787,
Do I understand it correctly that you have received a part of your withdrawal now?
Can you please forward a screenshot of your withdrawal tab from the casino.
Additionally, if your withdrawal will get rejected again, I would advise to use different payment method.
Awaiting your response.
Regards,
Nick
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1 year ago
TranslationHello. How do you know that I received a part...? Maybe you are confusing
Now with my other complaint (wild wild casino).
It doesn't make sense to split 250 euros.
No, I still haven't received a single euro from Wiki Luck...!!!
Automatic translation:
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1 year ago
TranslationHello Nick
Following is the chat history from a few minutes ago;
06:33
WikiLuck Bot
WikiLuck Bot says:
👋️ Hello, I'm WikiLuck Bot, your digital assistant.
Please help me understand what your request is by selecting one of the topics below.
says:
Hello support. Why can't you transfer my winnings of 250 euros to my account...? Everything has been checked and approved. All of this happened a month ago and it's still only 250 euros, no more and no less. I think it's about time...!
WikiLuck Bot
WikiLuck Bot says:
Welcome back!
says:
Start conversation
WikiLuck Bot
WikiLuck Bot says:
Please let us know how we can help you.
says:
💰️ Banking
WikiLuck Bot
WikiLuck Bot says:
How can we help you with your banking request?
says:
⬇️ Payout
name
Andre Heammerling
WikiLuck Bot
WikiLuck Bot says:
Thank you. 😊 Please ask your question and I will connect you with an agent shortly.
Info message
Info message says:
Your estimated wait time is approximately 1 minutes.
Steven S.
Steven S. says:
Thank you for contacting us, my name is Steven and I'll be assisting you today.
Steven S. says:
Before we proceed with your request, would you please provide me with the following account details to ensure I am speaking to the account holder:
1) Username
2) Date of birth
3) Last deposit or last bet
4) Physical address (translated)
says:
vanbo, 18.11.1974. 50 euros, Leipzig
says:
Hello support. Why can't you transfer my winnings of 250 euros to my account...? Everything has been checked and approved. All of this happened a month ago and it's still only 250 euros, no more and no less. I think it's about time...!
Steven S.
Steven S. says:
Thanks for the information. (translated)
Steven S. says:
I see that the team is currently conducting an investigation regarding your transaction request. (translated)
Steven S. says:
Please make sure you are updated as soon as possible. (translated)
says:
what should I ensure...?
Steven S.
Steven S. says:
My advice here is to wait for updates from the team. They will get back to you when they have the required feedback.
says:
Guys, I'm starting to feel like I'm being taken for a ride. Sorry, but I can't think of anything else to say....
Steven S.
Steven S. says:
I'm sorry for how you feel. (translated)
Steven S. says:
We are currently reviewing the situation. We are here for you! (translated)
says:
sometimes it is a system error, etc.
says:
I've been chasing you for a month now....
Steven S.
Steven S. says:
Yes, we are currently reviewing the matter with the last transaction. Please wait for the department to complete. (translated)
says:
can you give me an approximate time frame...?
says:
Hello....?
Steven S.
Steven S. says:
I'm here, Andre. (translated)
Steven S. says:
I would like to give you an exact time frame, but I don't want to mislead you as it is being handled by another department, but I think it is just a matter of time. (translated)
says:
"a question of time" great that was your best today....!
Steven S.
Steven S. says:
Your patience is appreciated, Andre. (translated)
says:
I didn't expect anything else. Have a nice weekend....
Steven S.
Steven S. says:
We do our best for you. (translated)
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1 year ago
Thank you ahammer787 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear ahammer787,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite WikiLuck Casino representative to join this conversation.
Dear WikiLuck Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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1 year ago
TranslationHello Mirka
I have now tried for the 3rd time to pay out my winnings
to leave after the 250 Euros kept appearing on my
player account and always without any information
reasons on the part of the casino. Even after threatening a penalty
nothing happened. I think that they are going to
Thread. They laugh at me and play
continue their games. For me this is demonstrably fraud, because
The terms and conditions of the provider only apply to customers who are unaware of the
policy of the casino to enter into a contract.
"Gambling debts are debts of honour" but the management of this
Casinos have no "honor" and no respect for "FAIR PLAY"
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1 year ago
We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.
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1 year ago
Dear Mirka,
The player's withdrawal has been processed from our side.
The funds should reach the player's account soon, if not already.
In case the player has further queries, they are always welcome to contact us from where we will provide further assistance.
Best regards,
WikiLuck Casino Team
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1 year ago
Translation... unbelievable, now they're trying to pull the wool over your eyes. I've been getting exactly the same answer in the casino's live chat for over 6 weeks. They definitely mean my player account, where it ends up every time, so that I can then make another withdrawal request. That would be the fourth attempt. I have absolutely no understanding of how they would be so audacious over 250 euros. Without honor and without respect, they won't even stop at you...!
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1 year ago
Dear ahammer787,
Could you please confirm, if you have received the mentioned withdrawal since the casino's last message?
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1 year ago
TranslationI have not received any payout from this casino yet.
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1 year ago
Dear ahammer787,
Could you please confirm, if you have received the disputed amount in your bank account, or player account?
I will then contact the casino accordingly.
Thank you.
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1 year ago
TranslationTo date, I have not received the disputed amount back in my bank account or in my player account. So I still have not received any payment...!
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1 year ago
Dear WikiLuck Casino,
Could you please send me a proof of the player's payout to miroslava.d@casino.guru?
Thank you.
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1 year ago
Hey there everyone,
We are terribly sorry for the delay answering in this thread.
We are reviewing the case asap and you should expect an email shortly about your withdrawal.
Long story short as we respect everyone's time here (specially since this is been going on for a while) : We are not sure exactly where the communication fell short so far on this matter, but we are really very sorry for this and we are physically looking into the complaint. The player can already initiate a withdrawl once again and we will take care of the rest and will send an email directly to him if we have any more questions to expedite this process.
Please make sure to check spam folder as well.
Best,
WikiLuck Support team.
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1 year ago
Dear ahammer787,
Have you received any update from the casino regarding your withdrawal in the last week?
