The player from Finland had been waiting for a withdrawal for two weeks, experiencing inconsistent communication from customer service after multiple inquiries. He had received different explanations without a clear reason provided for the delay. We asked him to confirm KYC status and whether his winnings had been made with a bonus, then extended the timer by 7 days while waiting for his reply. The complaint was then marked as resolved after he confirmed the issue had been solved.
WikiLuck Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €899
WikiLuck Casino
Safety Index 4.7 LowCase summary
Discussion
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3 weeks ago
Translation
I have been playing at this casino for at least a year, and have made a few withdrawals during this time without any major problems, but the processing time has been several days. This time I made a withdrawal as normal, and after about 5 days I contacted the casino's live customer support and asked about it, I was told that the money would come the next day, but it didn't. I contacted customer service again and asked about it, this time they said that I would be contacted by email, but again I heard nothing. I have been in contact with customer service 4 times and each time the explanation is different, but no reason has been given why the money has not been paid, they always promise that someone will contact me or that the money will be paid tomorrow or the day after. I made a withdrawal on the 4th of this month, so 2 weeks have passed and nothing has happened.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear HenkkaSmith,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
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,
Tomas
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2 weeks ago
Dear HenkkaSmith,
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.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear HenkkaSmith,
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,
Tomas
