WikiLuck Casino - Player’s withdrawal has been delayed.

Hello, I'm going to file a complaint because they always take a long time and make excuses for not issuing withdrawals. It's been ages since I last made a withdrawal, and I've deposited a lot of money. For once, I'm not even getting €4,000, so they could at least give it to me. So I'm filing this complaint now so you can help me. This is getting worse, and I'm not getting paid for a week or two, I'd say.

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Dear Fabianlove,

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

Okay, so I had €10 that this casino gave me for free, and it shows up in my account as real money because it says the bonus has been converted. So I got €4000, and now they're telling me that because of some policy on their website, they're taking away €3900, leaving me with only €100. These scammers! I don't know if I can protest or report this somehow. It says it was a bonus, but it becomes real money because it was converted. So, tell me if I should send you a photo or the screenshots I took of everything. Thanks.

Dear Fabianlove,

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.

They closed my account and took 3900 out of the 4000. What a scam! And they closed my account because they're a bunch of cowardly scammers.

Dear Fabianlove, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Fabianlove,

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 was only playing roulette with a €10 bonus they gave me. It's like a bonus, but with real money, and when they give it to me, it says the bonus has been converted into real money. That happened with €10, and I made €4,000 with it, and they closed my account, even though I had completed all the KYC and everything. Those bastards, what scammers!

Dear Fabianlove,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi, (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Fabianlove,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from WikiLuck Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear WikiLuck Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

What excuse will they come up with now for not reopening my account or at least refunding my €4,000 withdrawal that they cancelled due to "according to them" internal bonus policies, when that amount has already been converted to real money and I've spent more than that amount just on deposits? What are they telling me now?

Dear Hadi,

Thank you for reaching out to us.

We would like to note that withdrawals can take some time to be fully processed, and this may be caused by a variety of factors. This is why we ask for our player's patience and understanding while also providing them with any updates regarding their withdrawals as soon as possible.

Additionally, we would like to clarify that the player's withdrawal was rejected and the actions that were taken were due to the Terms and Conditions of the bonus that was used to acquire said winnings. This was also promptly communicated and explained to the player by our Customer Support team.

We hope to have provided helpful information.

Kind Regards,

WikiLuck Casino

It's not a bonus, they gave me a bonus that was converted into REAL MONEY. They're telling me how I can claim or report this. I've sent you photos and I have more.

Dear Fabianlove,

Thank you for your patience. To properly review your case, I have a few questions.

Could you confirm how you received this €10 bonus? Was it offered automatically, through a promotion, or did you contact support to claim it?

Could you also confirm whether you received any bonus terms at the time it was given to you, and whether the casino communicated any maximum withdrawal limit tied to that bonus?

Finally, please send any screenshots you have to hadi.a@casino.guru, including the bonus details, your balance history, and any communication with the casino explaining the deduction.

Best regards

1 This bonus is received for playing money at the casino and sometimes they give you this luxury.

2. It was offered to me automatically, and these bonuses are converted into real money, and you get a message. THE WORST PART IS THAT I WON AGAIN WITH THE SAME BONUS A WHILE AGO AND THEY PAID ME EVERYTHING, WITHOUT EXCUSES ABOUT CASINO POLICIES OR ANYTHING, WHICH PROVES THAT THEY ARE SCAMMERS.

3 No, I didn't receive any terms and conditions, and I have screenshots of the messages that only say it's been converted into REAL MONEY, and they didn't communicate ANYTHING AT ALL. (Because, as I mentioned before, this bonus is no longer a bonus; it's real, withdrawable money. I've even withdrawn it before, as I mentioned, but since they're scammers and I've made €4,000 with just €10, this time they won't let me.)

They want to pay and they've closed my account.

I already sent documents to your email, sir.

Dear Fabianlove,

Thank you for the screenshots, they've been helpful in understanding your situation.

Before we proceed, I need a few clarifications from you.

Could you confirm whether the €10 bonus you received was part of the Welcome Package promotion, or was it a recurring bonus offered to existing players?

Additionally, could you confirm whether you have actually received the €100 payment from the casino? If yes, please send a screenshot showing that transaction arriving in your bank account or payment method.

Finally, could you share a more complete transaction history from WikiLuck showing your deposit activity over a longer period, not just the past week? You can find this under "Mes Pasado" or older date filters in your transaction list.

Best regards,

Hadi

It was a recurring bonus offered to regular players, and no, they left my account with 100 euros and took 3900, but they didn't even make the payment, the withdrawal was cancelled. I am denouncing the fact that they haven't paid me 4000 euros, not 100, and they haven't paid me either one.

Since I wasn't going to withdraw the 100 euros because I had obviously won 4000 and the casino doesn't explain or impose any conditions, and to be honest, this already happened to me once before with the same type of bonus that stops being a BONUS when it's converted to REAL MONEY and they paid me the amount which was more than 3000 euros

I can't retrieve my history because my account appears to be closed.

Dear WikiLuck Casino,

Can you please explain why €3,900 was taken from the player's account and why the account was closed? The player also mentioned that a similar bonus was paid out in full before. can you confirm if that is correct?

Hadi, you have to see this, it's the biggest proof that I've been scammed.

Hello? Time has passed and these scammers haven't said anything. What do we do?

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.

Dear Fabianlove,

Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at (hadi.a@casino.guru). I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Hadi