The player from Austria had requested account closure due to gambling addiction on 3rd September 2025, but WikiLuck Casino had delayed the process for two weeks, during which she lost €2000 and received loyalty bonuses. She claimed that this action violated responsible gambling regulations and demanded a full refund of her net losses. The Complaints Team confirmed that the player should receive a refund of €1,809, as the self-exclusion process had taken an unreasonable amount of time. The player expressed concerns about signing a waiver before the KYC verification was completed, fearing it could jeopardize her rights. Ultimately, the complaint was marked as resolved after the player agreed to cooperate under the condition that the KYC process would be completed first.
WikiLuck Casino - Player's account closure was delayed.
Case closed
Amount: €1,809
WikiLuck Casino
Safety Index:Below averageCase summary
I requested account closure on 3rd September 2025 via chat due to gambling addiction, but WikiLuck Casino (License OGL/2024/181/0181, operated by NewEra B.V.) delayed it until 17th September 2025. During those two weeks, I lost €2000 net (deposits minus withdrawals) and received loyalty bonuses and VIP promotions, despite my vulnerability declaration.
This violates Curacao Responsible Gambling rules (Art. 3: immediate self-exclusion; Art. 5: monitoring; Art. 7: no bonuses for addicted players) and Austrian law (Glücksspielgesetz – unlicensed operations, void contracts per OGH rulings).
Casino’s response ignored my refund demand: "Account excluded, contact if questions."
Disputed amount: €2000 (deposits from 3.09.2025). Demand full refund of net losses.
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear majkaa161,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you informed the casino about your gambling addiction on September 3 for the first time?
- When did you make the last successful deposit (before your account was closed)?
- Could you please forward all the relevant communication between you and the casino to [email protected]?
Thank you very much in advance.
Best regards,
Kristina
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear majkaa161,
I am so sorry to hear about your problem with the WikiLuck Casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a WikiLuck Casino representative to join this conversation and participate in resolving this complaint.
Dear WikiLuck Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
I would like to give you another example of how disrespectful and unprofessional WikiLuck Casino is towards its customers.
I spoke with live chat support today to finally find out how long I have to wait for a response and when my case will be processed. The representative couldn't give me any information—not even whether my previous emails had even been forwarded to the relevant department.
Instead, he referred me to an email address to which I should resend my request. However, this address was incorrect – my email was returned as undeliverable. I informed support that the contact listed was incorrect, as I've known the correct one for weeks (I've already sent numerous messages there).
Nevertheless, the employee repeated the same incorrect address twice, even though I explicitly stated that it didn't exist. Only on the third attempt did he apologize and finally give me the correct contact.
This behavior is absolutely outrageous and clearly shows how little WikiLuck Casino takes its players seriously.
Instead of taking responsibility, customers are deliberately stalled and misled.
I urge CasinoGuru to include this behavior in their ongoing investigation. Such behavior is unacceptable and clearly violates the principles of responsible gaming.
Dear Igor,
Thank you for your patience.
After thorough checking on our end, we can confirm that we don't have any accounts registered under the customer's email address.
Best Regards,
WikiLuck Casino
WikiCasino is clearly trying to cover up the truth. They claim that no account exists under my email address – this is simply false. I have clear evidence and have attached screenshots showing that I did indeed have an account with them.
My Account
was only issued two weeks after my request for self-exclusion closed due to gambling addiction. During this time, I was still logged in and able to play—and that's exactly how I lost €2,000.That they now deny this is completely unacceptable. This behavior is irresponsible towards players who depend on their help. I demand immediate repayment of my €2,000, which I lost solely due to their negligence and lack of professionalism.
I now have further clear proof that I had an account at WikiCasino. A live chat agent explicitly wrote to me: "Your account is currently closed."
This clearly confirms that my account existed and was only closed after I requested self-exclusion.
Nevertheless, WikiCasino continues to refuse to acknowledge the truth and refund my money. I lost €2,000 due to their delayed action.
I demand immediate repayment of my €2,000 and urge Casino Guru to expedite this case. It's unacceptable that players have to wait for weeks while a casino makes blatantly false statements.
Such providers should not be supported or recommended in any way.
Dear majka161,
First of all, thank you for your email.
Can you please clarify which email address did you use to create account on casino website and if you used the same address to communicate with casino?
Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.
And according to you screenshots, you made first deposit 9th of September, is that correct?
Dear WikiLuck Casino,
Thank you for joining the conversation and for your response.
I would like to ask you why the player received promotional offers via email and was able to deposit after clearly requesting self-exclusion.
Yes, I wrote to the email address that the support gave me in the chat – [email protected] .
I sent three emails there on September 3, 8, and 6 October 2025 regarding account closure.
On September 17, 2025, I received an email from them stating that my account had been closed after more than two weeks.
In the same matter, I later also [email protected] I wrote on September 17, 19, and 14, 10, regarding the reimbursement of losses from the time I requested account closure.
The casino has thus violated its own rights as well as mine.
The screenshot seems to indicate that the first deposit was on September 8, but I'm not entirely sure—it may have been earlier.
I can send all the evidence via email, as I can only attach four screenshots here.
I urge you to support me in this matter and to put pressure on the casino to reimburse me for my losses.
On 5.9 the further deposit was
Dear Igor,
In order for us to look into this matter in more detail, we kindly ask that you provide the email address or username the player used during registration.
The information shown on Casino Guru does not correspond to any account in our system.
Best Regards,
WikiLuck Casino
Dear majkaa161,
Could you please clarify which email or nickname you used when creating your account at WikiLuck Casino?
Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.
I have already sent ALL evidence – your constant questions are unacceptable!!!!
I'm starting to wonder if you're even reading my documents.
I have already sent you all the evidence – including:
Screenshots of the account closure confirmation directly from WikiLuck,
Screenshots of the later reply in which WikiLuck suddenly claims that there is no account,
and photos of deposits
Nevertheless, I get the same question from you again:
"Which email did you use to register?"
This is already stated in every message I have sent so far and in the files I have sent.
To be honest, this no longer seems like support, but rather like ignorance and a waste of time.
From a platform dedicated to player protection, I expect professional service and attention, not automated or repetitive queries.
I have already provided you with conclusive evidence that WikiLuck:
closed my account,
later denies its existence,
and continues to accept players from Austria, even though this is prohibited according to its own website.
This is not a communication problem, but fraud and deception – and you now have enough material to clearly recognize that.
I request that you immediately escalate my case and formally classify it as a suspected fraud.
If you continue to ask only standard questions, I will contact consumer protection agencies and Curaçao eGaming directly – and explicitly point out that Casino.Guru is not taking action despite clear evidence.
I expect a clear and authoritative answer, not a repetition of the same questions.
Dear Igor,
Be advised that once a complaint is logged on the forum by a customer, we are obligated to locate their corresponding account.
The most secure way to do this is by using the email address the player used to register and submit their forum complaint. In this case, no records were found under the customer’s Gmail address, which made it impossible for us to either confirm or deny the player’s claims at that stage.
After receiving the correct email address, we reviewed the matter and can confirm that the self-exclusion request had already been finalized prior to the date the complaint was logged on the forum.
Best regards,
WikiLuck Casino
When I applied to close my account at WikiLuck Casino, I clearly stated gambling addiction as the reason. Nevertheless, my account wasn't closed until about two weeks later. During this time, I lost €2,000.
This delay constitutes a serious violation of my player rights, especially if self-exclusion is requested due to gambling addiction. You already have all the evidence.
I demand the immediate refund of all funds lost during this period, from the initial request to close the account until the account is actually blocked.
I request that you process this matter promptly and expect you to oblige Wikiluck to repay the corresponding amounts.
Hello WikiLuck Casino,
I’m aware of this, and that’s why I was also confused earlier.
However, could you please comment on the fact that the player's account was closed due to a gambling problem two weeks after the initial request?
Thank you.
Dear Igor,
Following a thorough review of the information available, we can confirm that the customer submitted a self-exclusion request, which was processed and actioned within the appropriate timeframe. Despite this, the customer continued to access their account, place bets, and remain active on the website.
As clearly outlined in our Terms and Conditions, it is the customer’s sole responsibility to ensure that their account activity aligns with their self-exclusion request. All gameplay and transactions carried out during this period, therefore, remain the customer’s responsibility.
Given the circumstances and the nature of the case, it appears that the player has taken advantage of the process while continuing to use our services. Such conduct raises concerns that the player may have deliberately employed this strategy to engage in gameplay with minimal or no risk of loss, thereby significantly undermining the fundamental principle underlying games of chance.
Best Regards,
WikiLuck Casino
The casino confirmed that I had submitted a self-exclusion request. Nevertheless, my account remained active for approximately two weeks, and I was able to continue playing and making deposits during this time.
I would like to emphasize that gambling addiction is a serious mental illness that is accompanied by a severe loss of control. An affected person can no longer control their behavior, even if they are aware of the negative consequences.
That is precisely why it is so important that a request for self-exclusion is implemented immediately – any delay leads to the player losing more money and worsening their suffering.
The casino was aware of my condition and therefore had the responsibility to immediately close my account or at least block deposits. Instead, my request wasn't processed for two weeks, which in my opinion constitutes a clear failure.
The statement that I "exploited" the process is therefore completely inappropriate. In reality, the casino exploited my situation by continuing to allow deposits and games despite my plea for help.
I therefore demand a refund of all deposits and losses incurred after my self-exclusion request, as these clearly occurred during a period in which the casino failed to fulfill its responsibility to protect a gambling addict.
I ask you to pay particular attention to this point in your further evaluation.
What is particularly contradictory is that WikiLuck writes the following on its own website under Responsible Gaming:
"We are trying to provide you with a responsible gaming environment while assisting you to take all actions to ensure that your betting experience is entertaining and safe and does not turn into a financial burden….
You can quit at any point in time if you find gambling to be affecting you in a non-positive way."
Despite my clear request for self-exclusion, my account remained active for another two weeks, and I was able to continue depositing and playing. Wikilak has thus clearly violated its own player protection guidelines.
I therefore demand the immediate refund of all deposits and losses incurred after my self-exclusion request.
Dear WikiLuck Casino,
We completely understand that the self-exclusion process might take some time, but ten business days is not a reasonable time frame.
In addition, the player received advertising material via email.
Dear majkaa161,
Before we proceed to the next step, I would like to clarify when you made your first deposits after the initial self-exclusion request.
According to one of your screenshots, the earliest one I found is from the 5th of September for €100.
Did you make any other successful deposits between the 3rd and 5th of September?
Thank you in advance for providing this information.
Unfortunately, I am unable to answer your question precisely, as I no longer remember all the details.
I have already sent you all the screenshots of the transactions I made, and the casino has not yet provided me with a complete transaction history.
However, I believe the first deposit was made on September 5th.
Dear majkaa161,
Thank you for your quick response.
The self-exclusion process might take a few days; therefore, we can’t take the €100 deposit from the 5th of September into consideration for this complaint.
However, according to our policy and point of view in cases like this, you should be fully eligible for the remaining €1,900.
Dear WikiLuck Casino,
As I mentioned in my previous message, we completely understand that the self-exclusion process might take some time, but ten business days is not a reasonable time frame.
In addition, the player received advertising material via email, which is contradictory to your Responsible Gaming section.
So if there isn't any valuable information that you can provide to change our decision, according to our policy, the player should receive refund of 1,900€
Dear Igor,
To ensure full confidence in our next steps, we are conducting an additional review of the case and kindly ask for some extra time to investigate the matter.
Best Regards,
WikiLuck Casino
I would like to point out very clearly that the deadlines in this case have already been granted sufficiently and even excessively.
WikiLuck was given another six days to submit any new and relevant information. This deadline has now passed.
However, no new information was provided that would change the situation in any way.
The facts are clear and proven:
I have officially reported my gambling addiction and requested immediate account suspension.
My account was only closed after 2 weeks, even though deposits and gaming activities were still possible during this period.
As a result, I lost €1,900 solely because my player protection was not implemented.
You have all the evidence (screenshots, chat logs, emails, proof of payment) in full.
This is not a "complicated case", but a clear violation of Responsible Gaming in a case of reported gambling addiction.
Therefore, I will not accept any further delays.
I request that you:
the final decision without further delays
the enforcement of the refund of my €1,900
A binding response within the next 48 hours
This case has been in processing for over a month – significantly longer than justified.
Everything that is relevant has been submitted. Further waiting times are not objectively justifiable.
I now request a clear result.
Thank you so much for your help.
Dear WikiLuck Casino.
I will reset the timer to give you more time to review this case.
However, within the next time frame, I expect you to provide specific actions or valuable information that will help us move toward a successful resolution.
Dear Casino Guru Team,
I am sending you the same message I just sent to WikiLuck in response to their recent communication. They only offered €1000 as a "goodwill gesture," which I do not accept for the reasons listed below.
I want to clarify that I contacted customer service multiple times via chat and email and clearly stated that I wanted to close my account due to a gambling addiction. Despite this, no immediate action was taken, and my account remained active for two full weeks, during which time I was still able to play, deposit funds, and even receive bonuses.
Two weeks is far too long to allow a person with an addiction to continue accessing the game after they have explicitly requested self-exclusion. This failure directly contradicts your own Responsible Gaming Policy, which is designed to guarantee a safe and responsible gaming environment.
Time is a crucial factor in gambling addiction. It is a compulsive disorder that impairs control over one's behavior – even a few hours of access can lead to significant losses. Expecting an addicted person to "stop gambling on their own" completely ignores how this illness works.
Your inaction not only violated your own guidelines but also enabled further damage, despite my request for protection and support.
The sum of €1900 that I am requesting is actually less than the total losses during this period – it only represents the portion that Casino Guru has already deemed fair and justified.
I therefore reiterate my demand for an immediate refund of €1900, as recommended by Casino Guru.
Best regards,
Dear majkaa161,
As I said before, according to our policy and point of view, you should receive a refund of 1,900€.
Even though the casino's T&C states that self-exclusion might take up to 10 business days, this is definitely not a reasonable time frame.
If you are not accepting the offer made by WikiLuck Casino, I will keep this complaint open until you are fully satisfied.
Dear WikiLuck Casino,
The player has decided not to accept your offer of a 1,000€ refund.
I kindly ask you to refund the full amount of 1,900€.
Update
The casino has asked me to sign a waiver/settlement document before the KYC verification is completed and my withdrawal is processed.
I am not refusing to cooperate, however, I have requested that my account be fully verified first (completion of the KYC process) and that I receive written confirmation that the agreed payout amount of €1,809 can be processed without obstacles before I sign any additional document.
I also asked the casino to provide evidence of the legal basis for this requirement, as this obligation is not clearly stated in the terms and conditions or the privacy policy.
For reasons of transparency and for my own legal protection, I have requested that further communication regarding this case take place via Casino Guru.
I remain willing to cooperate and provide all necessary documents.
Dear majkaa161,
Thank you for your update and for your email.
I will respond to your questions via email.
Dear Igor,
Please be advised that we are conducting further checks on the matter.
We will provide you with an update as soon as possible.
Best Regards,
WikiLuck Casino
Dear WikiLuck Casino,
Could you please share any updates regarding this complaint?
Additionally, could you clarify why the player is being asked to sign a waiver before completing the KYC process?
The player has confirmed willingness to complete all required verification steps and cooperate fully. However, requesting the player to sign a settlement waiver before the KYC process is completed is not a standard or reasonable procedure. Identity verification is an essential compliance step and should be finalized prior to the execution of any settlement agreement or withdrawal.
I would like to give an update regarding my complaint about the WikiLuck casino.
The casino has once again tried to pressure me into signing a document to get my own funds (€1809) back.
I requested written confirmation that after signing the document my account would be successfully verified and the funds would be paid out, but the casino refused.
For this reason, I will not sign any document and fear that the casino might refuse account verification or payout, which is yet another example of their unfair practices towards players.
I will continue to report on the progress of this matter.
[redacted by Casino Guru]
Dear Igor,
Please be informed that we are currently reviewing the matter in more detail.
We will get back to you within the next couple of days.
Best regards,
WikiLuck Casino
Dear Igor,
We have remained in direct communication with the customer and provided clear guidance throughout the entire process. All actions taken on the account were fully in line with our Terms & Conditions, including the self-exclusion procedure and its applicable timeframes, which every player accepts upon registration.
Following a complete internal review, we confirmed that the customer’s request does not have grounds under the agreed T&Cs. Nevertheless, and without prejudice and strictly as a discretionary gesture, we offered the customer a one-time goodwill solution aimed solely at resolving the matter amicably. This was communicated transparently, together with the steps required for completion.
At this stage, the process remains open only because the customer has not completed the necessary steps or provided the documentation required to advance the procedure. Once the customer resumes cooperation through the established communication channel, we will be able to review the matter and proceed accordingly.
We remain available to assist and encourage the customer to contact us directly so that the case may be concluded in an efficient manner.
Best Regards,
WikiLuck Casino
Dear Igor,
Thank you so much for your support and commitment in my case.
I would like to clearly summarize the situation once again and explain why I cannot accept the conditions imposed by WikiLuck, in particular the requirement to sign a waiver before account verification.
First:
1. The processing time for my self-exclusion was clearly too long.
My account was only closed two weeks after my application and after I reported my gambling addiction – this violates both the principles of responsible gambling and the official guidelines of the CGA.
I've attached a screenshot of the relevant section from the CGA rulebook. It clearly states:
"Any wagering that takes place following the self-exclusion request and prior to it being in effect must be voided and funds must be returned to the player."
This means that all bets placed during this period are invalid and the corresponding funds must be refunded.
2. WikiLuck requires me to sign the waiver before the KYC is completed – this is not in line with any legal or licensing practice.
The signature would mean that I waive all my rights – even in the event that WikiLuck, after signing:
my account is not verified
the payment is refused or further delayed.
In this scenario, I would have absolutely no way to enforce my claims.
Therefore, I asked WikiLuck in writing for confirmation that:
my account will be properly verified first
I will be paid the 1809 EUR,
and only then could a possible signing take place.
WikiLuck has refused to provide such confirmation.
Instead, pressure was applied and it was suggested that the process would only continue if I signed the waiver – which I consider an unacceptable procedure.
3. This behavior is neither in accordance with CGA standards nor with fair and responsible business practice.
Therefore, I stand by my decision:
I can only sign a document of this type after full KYC verification and successful payment – not before.
I continue to ask for your support in this matter.
I greatly appreciate your commitment.
Best regards,
Mary
Dear majkaa161,
As I mentioned before, it’s not very common for casinos to request signing a waiver, but a waiver binds both parties to certain obligations.
In this case, it means that the casino will pay you the full amount of €1,809, but you should be careful not to break any of the rules stated in the waiver.
Additionally, the player is usually required not to make further public complaints or comments, escalate the matter to other authorities, or speak negatively about the complaint, provided that both sides adhere to the terms of the waiver.
Therefore, if WikiLuck Casino insists on signing a waiver in this form, you should consider this option, as it may be the only way we can assist you further.
And regarding Curaçao (GCB) and their standards, unfortunately, they are known for being not very cooperative or helpful.
Dear Igor,
Thank you very much for your reply and for trying to help me with this matter.
I just want to make it clear that I'm not asking for anything more than what I'm entitled to. I don't intend to start a fight or take any action against the casino – I simply want my money back.
My biggest concern is that WikiLuck has not verified my account to this day, even though I have already submitted all the required documents.
Therefore, I am afraid that if I sign the waiver now, the casino will later find some pretext to refuse verification or payout.
And after signing, I would have no way to do anything about it.
Therefore, my position is very simple:
Once the KYC verification is complete, I can sign the waiver.
But not before that.
It's simply that I don't trust the casino – and given their past behavior, I think that's understandable.
Thank you so much for your support. I would be grateful if you could continue to accompany me.
Best regards,
Mary
Dear majkaa161,
I completely understand your concerns and your point of view.
If you don’t want to sign a waiver before the KYC is completed, that is entirely your decision, and no one can force you to do so.
Dear WikiLuck Casino,
The player has clearly stated that she is willing to sign the waiver only after the KYC process is successfully completed.
Would you consider this option so we can move toward a successful resolution of this case?
The proposed order would be: complete the KYC first, the player signs the waiver afterward, and only then the payment is processed.
Dear Igor,
Thank you for taking the time to review this matter in detail.
We fully understand the customer’s concerns and appreciate the willingness from both sides to bring this issue to a conclusion. However, it is important to note that although we found the player’s original request to be without grounds, we nonetheless chose to cooperate in good faith.
We want to emphasize that our intention has never been to pressure the customer, cause inconvenience, or waste time. We remain fully willing and prepared to authorize the specified amount, and this has been communicated to the player on several occasions.
It is also important to highlight that we had already requested all required documents at an earlier stage and fully considered the customer’s need to complete the process accordingly. Thus, regarding the player's latest request to finalize the KYC process prior to proceeding further, please note that all documents have been requested already, along with the declaration, and so far, it seems that the player is avoiding cooperation deliberately.
Given the number of exceptions made throughout this process, we believe our approach has been more than fair to all parties involved.
As previously stated, we remain available and ready to proceed as soon as the customer is willing to cooperate.
Best Regards,
WikiLuck Casino
Igor,
I would like to clarify a few points, as the casino's statement does not accurately reflect the actual course of events.
Firstly: I already submitted all the required KYC documents to the casino over a week ago.
The only remaining issue is the waiver — and that is precisely what is currently blocking the process.
Secondly, the casino claims that I am "refusing to cooperate".
That's not true. In reality, the casino isn't answering my central question, which is a prerequisite for any further step:
➡️ Will my account actually be verified after signing the waiver, and will the payout then be possible without any problems?
I have asked this question several times — to this day without any answer.
Thirdly: To demonstrate my willingness to cooperate, I proposed a safe and fair solution:
➡️ a written confirmation that I will sign the waiver immediately after successful KYC verification and release of the payout.
The casino has neither rejected nor confirmed this solution, making any further action impossible.
This is not a "refusal to cooperate".
It's an understandable security measure to prevent me from giving up all my rights before my account is even verified.
I want to emphasize clearly:
✔️ I would like to cooperate,
✔️ I would like to close the case,
✔️ I simply want to receive the money I am owed,
✔️ and I will not take legal action if the case is resolved correctly.
If the amount of €1,809 were unfounded, the casino would never have offered a settlement.
I remain fully cooperative — however, with the minimum security standard that is common in the industry:
➡️ First KYC, then the signed waiver.
Dear majkaa161,
As you can see, WikiLuck Casino is not willing to complete your KYC before you sign the waiver.
Although this is not a everyday approach, the casino has provided a way to move forward with this case.
If this remains their final position, there is unfortunately very little more I can do at this stage.
Please let us know what your next steps will be, or share any ideas on how you would like to proceed with this complaint.
Thank you for your feedback. I would like to clarify one important point that has not yet been addressed:
👉 The problem is not the waiver itself, but the fact that the casino provides no confirmation that the KYC and payout process will actually continue after signing.
The casino repeatedly left my central question unanswered:
➡️ Is the KYC verification guaranteed to be completed after signing the document, and will the funds be released for disbursement without additional obstacles?
My willingness to cooperate has not changed.
I don't reject the waiver outright, but:
👉 I cannot waive all rights without having at least the minimum assurance that the casino will fulfill its contractual obligations.
The casino has had all KYC documents for more than a week — yet there is neither a decision nor an answer to the fundamental question.
This is not a refusal to cooperate, but understandable caution.
I offered a fair and straightforward solution:
✔️ Complete KYC,
✔️ Release payout,
✔️ Immediate signing of the waiver.
The casino has neither rejected nor responded to this solution – thus blocking any further steps.
Therefore, I expressly request that this complaint be kept fully open until the casino provides a clear and binding response regarding KYC and payout conditions.
I remain willing to cooperate – but only under conditions that are not unilaterally to my disadvantage.
Dear majkaa161,
Thank you for your message and also your email.
I can see that you are cooperating and taking an active approach in this case.
Regarding the delay with your KYC verification, it’s very likely that the casino is waiting for you to sign the waiver.
Dear WikiLuck Casino,
The player has informed us that she is willing to provide a written confirmation stating that she will sign the waiver once the KYC process is successfully completed.
Would you be willing to consider this approach so we can move forward toward a successful resolution?
Hello Igor,
We have been in contact with the player, and are currently finalizing the last stage of the settlement.
Once everything's completed, we will notify you.
Best Regards,
WikiLuck Casino
Hello Igor,
I would like to inform you that I have received the full payment.
This concludes the case for me, and the complaint can be closed as successfully resolved.
Thank you very much for your support throughout the entire process.
Best regards
Mary
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear majkaa161,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Igor
