WikiLuck Casino - Player’s account reopened despite self-exclusion.

A few months ago, I requested self-exclusion from this casino. Days later, they closed my account. Some time passed, and the casino allowed me to use the same details to open another account; the only change was my email address. After a while, I requested self-exclusion again, but why did they let me create another account? I let it go, but today, after requesting a password reset, I was able to access the casino again. I demand a refund of my funds from the first time I requested self-exclusion on January 27th. It's clear they don't follow player protection rules. 1. Why did they let me open another account with the same details? 2. Why was I able to access one of the accounts again?

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with WikiLuck Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi, the thing is, I didn't know, but I have two accounts with the same information but different email addresses. Everything is exactly the same. One of them asks me to reopen it by entering a forgotten password; I haven't tried the other because I'm hesitant to have more accounts open for gambling. The chronological order is: I opened my account with email address 1. I requested self-exclusion with email address 1. Later, I opened an account with email address 2 (exactly the same information as with account 1) and requested self-exclusion with account 2. Why did they let me create another account with the same information? Finally, to review my information and deposits, I clicked on password reset and... surprise, they let me reopen it. BUT AS OF TODAY, I DON'T KNOW IF IT'S ACCOUNT 1 OR ACCOUNT 2.

Thank you for your response. Could you please forward the correspondence directly to my email? Additionally, could you please confirm whether you have passed the KYC verification on either of your accounts? Have you entered the same, correct personal information during the registration process?

I look forward to your reply.

Dear player,

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.

Hi, I've already sent you the email. I've been on vacation. No, I've never done the KYC. Yes, I used the same information for both accounts.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for providing the additional information.

Could you please confirm the exact date of your last deposit at the casino?

Additionally, could you please confirm whether you currently have access to either of your two casino accounts?

Thank you for your cooperation.

Best regards,

Attila

Hello, I'm not sure when I made my last deposit, as I've changed my bank account. Is there an account I can still access?

Thank you for providing the additional information.

To establish what happened after your initial request to close the account due to gambling problems, could you please provide any available evidence of the deposits and gameplay that took place after that request?

This could include bank statements or deposit receipts showing the relevant transactions, as well as screenshots of your casino transaction or gaming history, if available.

We need this information to verify whether deposits and gameplay took place after you informed the casino about your gambling problem and requested the account closure.

Thank you for your cooperation.

Hi, I'm trying to find my bank statements because, as you know, the casino doesn't use common names. The bank is helping me, but it's not very fast.

Dear Player,

Thank you for your response. Do you have any updates for us in relation to this complaint?

Thank you in advance for your reply.

Dear sofiagarcia21,

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.