The player from Germany had topped up his account with €200 and increased his balance to €1,000, but upon logging in the next day, he found everything deleted without explanation. Despite having contacted support, he had not received a response. The issue remained unresolved due to the player's lack of communication with the Complaints Team, which led to the closure of the complaint. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
WikiLuck Casino - Player's account balance has been deleted.
Closed
Our verdict
Player stopped responding
Amount: €1,000
WikiLuck Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
5 months ago
Translation
Hello. I topped up my account with €200 yesterday evening around 9 p.m. I had a total of €700 with the bonus (€200 real money, €500 bonus). I played a bit and got my balance up to €1,000. I logged out and logged back in today to continue playing, and then I received a notification that everything had been deleted for no reason. Support told me they'd get back to me, but nothing's happened.
Automatic translation:
Public
Public
5 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a link or a screenshot of the bonus you activated and played with?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
When was the last time the casino customer support communicated with you regarding the confiscation of your balance?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
5 months ago
Dear hueseyinaslaner43,
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.
Public
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5 months ago
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,
Veronika
Casino.Guru
