WikiLuck Casino - Player disputes casino's claim about winnings.

Having to submit this again as your complaints incorrectly said it is about a sports bet! IT IS NOT.

See the attachments. WIKILUCK is claiming I converted €5 cashback into €500. . This is false. The funds on teh account were €610 from a sports bet and casino play prior to the date the cashback was added. . I then did not play again from August 1st to Sept 13th. The casino added a cashback bonus on August 23rd but it auto converted or expired without me logging in. See here. I then logged in on sept 13th and lost €114 on casino. See the profit and loss for that time period here - . Had the cashback bonus been the thing that built my balance to €500 that would say +€495. This is just logic.

I have emailed and chased the casino and this was their last response - Again ignoring the actual facts and logic -

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear KKonrad88,

Thank you very much for submitting your complaint and for providing the additional information.

To make sure we correctly understand the nature of your complaint, could you please clarify the following:

• Is the casino currently claiming that any of your sports bets were incorrectly settled, cancelled, or otherwise invalid?
• Is the disputed €500 entirely related to the application of the €5 cashback and its maximum withdrawal restriction, or is the casino also disputing the sports-betting winnings that originally formed part of your balance?
• If possible, could you please provide the most recent communication from the casino clearly stating the exact reason why your €500 withdrawal was reduced to €50?

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

Karla M.

Thats what they claim

They ignore all the screenshots above and the basic logic that the below screenshot would have to show plus €495 not minus €114 for their claims to be true.

They won't engage or look at reality.

Dear dianaoliveira,

Thank you for providing the additional information.

Could you please send me a link to the specific cashback promotion you received, including the applicable bonus terms and maximum cashout conditions? If the offer is no longer available, a screenshot of the terms would also be helpful.

Thank you very much for your cooperation.

Karla M.

Dear dianaoliveira,

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,
Karla
Casino.Guru