The player from Germany had completed the verification process but experienced a delay in receiving his payout, which had not been processed for over 4 days. When he contacted live chat, he received the same automated responses. Later the player confirmed that his first payout of 3,000 euros was successfully transferred, while a second payout was processed with an 8% deduction consistent with the casino's terms and conditions. The issue was marked as resolved, and the player was encouraged to reach out for assistance with any future concerns.
WikiLuck Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
WikiLuck Casino
Safety Index:Below averageCase summary
Discussion
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11 months ago
Translation
I have fully verified myself but my money is not being paid out. It has been over 4 days and when I contact the live chat I always get the same answer as if I was talking to a bot.
Automatic translation:
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11 months ago
Dear sagin1
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 the 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, please let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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11 months ago
Dear sagin1, Thank you very much for your reply.
- Has the casino processed your payout?
Please keep me informed about any further developments.
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11 months ago
Dear sagin1,
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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11 months ago
TranslationHello, I'm sorry for the late reply. The first payout was made 10 working days after the payout, but the second one worth 5,000 euros was made 13 days ago and is not paid out and always the same answers in the online chat.
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10 months ago
Thanks for your reply.
- How much have you managed to withdraw from the casino since you filed the complaint?
- How much is currently pending?
- How much is left for you to withdraw from your withdrawable balance?
If the issue persists, please forward your recent communication with casino support regarding the payouts so we may review it.
Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I apologize for the inconvenience.
Looking forward to your reply.
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10 months ago
TranslationHello, the amount of 3000 euros was transferred to me in full, but the second amount was deducted from 8 percent and paid out in this way.
Automatic translation:
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10 months ago
Dear sagin1,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
