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I have been trying to delete my account from this casino for weeks. Unfortunately, I am most likely a gambling addict. Only after several days did I receive a response asking me to verify my account. Since I consider it unreasonable to have to submit personal documents before closing my account, I objected to this and, due to my gambling addiction, consistently demanded the closure of my account. Unfortunately, I have since made further deposits and lost about 500 euros. These terms and conditions are scandalous. I urgently need help. Thanks.

Ich habe seit Wochen versucht, mein Konto bei diesen casino zu löschen. Leider bin ich mit großer Wahrscheinlichkeit spielsüchtig. Erst nach einigen Tagen erhielt ich eine Antwort mit der Aufforderung, mein Konto zu verifizieren. Da ich nicht einsehen, dass ich zur Schließung meines Kontos erst persönliche Dokumente einreichen muss, habe ich mich dagegen ausgesprochen und auf Grund der Spielsucht weiterhin mehrfach die Schließung meines Kontos gefordert. Mittlerweile habe ich leider weitere Einzahlungen vorgenommen und ca 500 Euro verloren. Diese Geschäftsbedingungen sind ein Skandal. Ich bitte dringend um Hilfe. Danke

Dear charlie6311,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WikiLuck Casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings WikiLuck Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@wikiluck.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

• Regarding your refund request, could you please share your previous attempts to block your account and the responses from the casino? Send them to my email at tomas@casino.guru as well

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

Thank you for the quick response and processing. I will immediately send another email to the casino according to your instructions and forward the emails already sent to

Danke für die schnelle Antwort und Bearbeitung. Ich werde sofort eine weitere Email entsprechend Ihrer Vorgaben an das casino schicken und die bereits gesendeten Mails an

Hello, I sent an email to the casino and was repeatedly asked to verify myself first. In order to finally bring the matter to a close, I finally did so today, reluctantly. Unfortunately, due to my pathological gambling addiction, I lost another 500 euros yesterday. If the casino had responded immediately to my request for closure, my illness would not have been aggravated. I am now receiving psychological treatment. I have informed the casino several times about my illness and am now demanding 1000 in compensation. I am sending you the communication so far via your email address. Thank you for your help.

Hallo, ich habe eine entsprechende Email an das casino geschickt und wiederholt wurde ich aufgefordert, erst eine Verifizierung vorzunehmen. Um die Angelegenheit endlich zu einem Abschluss zu bringen, habe ich die schlussendlich heute widerwillig getan. Leider habe ich auf Grund meiner krankhaften Spielsucht gestern wieder 500 Euro verspielt. Hätte das casino sofort auf meinen Antrag auf Schließung reagiert, wäre meiner Krankheit kein Vorschub geleistet worden. Ich befinde mich mittlerweile in psychologischer Behandlung . Ich habe mehrfach das casino über meine Krankheit informiert und fordere jetzt 1000 Schadenswiedergutmachung. Über Ihre Email Adresse sende ich Ihnen die bisher erfolgte Kommunikation Danke für Ihre Hilfe

I have sent you the entire history of communication with wikiluck by email today. I ask for your help and will make one more request when I close my complaint.

Ich habe Ihnen heute per Mail den gesamten Verlauf der Kommunikation mit wikiluck gesendet. Ich bitte um Ihre Hilfe und werde beim Abschluss meiner Beschwerde noch eine Bitte äußern.

Thank you very much, charlie6311, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  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.

Hello charlie6311,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear WikiLuck Casino,

Could you possibly provide additional information regarding the self-exclusion process and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thank you and all the best

Dankeschön und alles Gute

Hello Michal, I have just sent all emails to tomas@casino.guru sent. Should I forward this to you again? Unfortunately, I have been addicted to gambling for many years and am trying to get my gambling addiction under control with professional support. Unfortunately, it is not that easy and is a recognized illness. But wikiluck has taken advantage of this so far. I see this approach as criminal and deliberate. It is very difficult to live with this burden, but wikiluck is shamelessly taking advantage of it

Hallo Michal, ich habe gerade alle Emails an tomas@casino.guru geschickt. Soll ich diese nochmal an dich weiterleiten? Ich bin leider seit vielen Jahren spielsüchtig und versuche, meine Spielsucht mit professioneller Unterstützung in den Griff zu bekommen. Leider ist das nicht so einfach und eine anerkannte Krankheit. Aber das hat wikiluck bisher ausgenutzt. Ich sehe diese Vorgehensweise als krimenell und vorsätzlich an. Es ist sehr schwer, mit dieser Belastung zu leben, aber wikiluck nutzt dies schamlos aus

I have asked the casino several times to close my account and pointed out my gambling addiction. I had to wait several days for a response and was asked to send personal documents. At first I refused because I did not see why I should release personal information in order to close the account. Today I gave in. But in the meantime I have incurred losses of around 1000 euros.

Ich habe das casino mehrfach um die Schließung meines Kontos gebeten und auf meine Spielsucht hingewiesen. Mehrere Tage musste ich auf eine Antwort warten und aufgefordert, persönliche Dokumente zu schicken. Ich habe mich erst geweigert, da ich nicht einsehe, dass ich für die Schließung persönliche Informationen frei geben sollte. Heute habe ich nachgegeben. Aber mittlerweile ist mir ein Schaden von ca 1000 Euro entstanden.

I am aware that my gambling addiction is my own responsibility, but every casino has a moral obligation to respond to my messages immediately. Unfortunately, Wikiluck did not do this and therefore exploited my illness to their advantage.

Mir ist bewusst, dass ich für meine Spielsucht selbst zuständig bin, aber jedes casino hat die moralische Verpflichtung, auf meine Nachrichten sofort zu reagieren. Wikiluck hat das leider nicht getan und darum meine Krankheit zu ihrem Vorteil ausgenutzt.

Wikiluck has just responded to my request and closed my account for 30 days. This is unacceptable and I continue to insist on clarification and compensation of 1000 euros.

Wikiluck hat gerade auf meine Anfrage geantwortet und mein Konto für 30 Tage geschlossen. Das ist inakzeptabel und ich bestehe weiterhin auf eine Klärung und Schadensersatz in Höhe von 1000 Euro.

Dear Michal,

The player requested a self-exclusion on the 14th of May 2024 via email to our specialized team at customercare@wikiluck.com.

This process is outlined in our Terms & Conditions (3.22.3 https://wikiluck.com/pages/terms-and-conditions), which states that customers wishing to self-exclude from wikiluck.com must contact us at the specified email address, including a clear request for voluntary full self-exclusion and specifying the duration, with a minimum of twenty-four hours.

The player had a closure request back in April, but they didn’t cooperate, and we couldn’t move on with their request. Once we received their new request, we responded to the player, asking for some basic documentation to proceed accordingly. As soon as they provided the required documents, their account was closed as requested. The player is able to extend the exclusion once the set period ends. We are available for the player 24/7. Note that during the time frame from the 14th of May till the 16th of May 2024 (the day of exclusion), the player takes sole responsibility for any account activity. 

All actions we took are in accordance with our policies. 

Kind regards,

WikiLuck Casino

Thank you for the quick reply. Wikiluck demanded that I send personal documents in order to delete my account (it was only after several days and constant requests in the very unfriendly live chat that I received an answer). This is probably what they mean by a lack of cooperation. However, this procedure is not correct and contradicts any kind of moral terms and conditions. I also requested that my account be deleted permanently - and not just for 30 days. With this decision, I am forced to request deletion again every 30 days. The casino is definitely hoping that I will then give in to my gambling addiction again and in my opinion that constitutes coercion and intentional fraud. I am still demanding compensation and the permanent deletion of my account.

Danke für die schnelle Antwort. Wikiluck forderte von mir (erst nach mehreren Tagen und ständigen Anfragen im sehr unfreundlichen livechat habe ich überhaupt eine Antwort erhalten), dass ich zur Löschung des Kontos persönliche Dokumente schicken muss. Dies ist wohl mit fehlender Kooperation gemeint. Diese Vorgehensweise ist aber nicht korrekt und steht im Widerspruch zu jeder Art moralischer Geschäftsbedingungen. Ausserdem habe ich die Löschung des Kontos auf Dauer - und nicht nur für 30 Tage - beantragt. Mit dieser Entscheidung bin ich genötigt, die Löschung alle 30 Tage erneut zu beantragen. Das casino erhofft sich definitiv, dass ich meiner Spielsucht dann wieder nachgebe und das erfüllt in meinen Augen den Tatbestand der Nötigung und vorsätzlichen Betruges. Ich fordere nachwievor einen Schadensersatz und die dauerhafte Löschung meines Kontos.

Dear WikiLuck Casino,

Could you tell us in what state is the player's account now? Is it closed permanently or only for 30 days? When a player asks for self-exclusion due to a gambling problem, his account should be closed permanently.

The account is currently closed for 30 days starting May 16, 2024. So I have to request closure again every 30 days.

Das Konto ist derzeit seit dem 16.05.2024 für 30 Tage geschlossen. Ich muss die erneute Schließung also jede 30 Tage wieder beantragen.

Dear Michal,

Thank you for reaching us.

Initially, the customer's account was excluded for 30 days since they did not provide any duration of the period of self-exclusion. Hence, the 30-day restriction was applied to the account so that they could decide whether to extend it or leave it as it is. Upon their latest request, the account was closed and it will remain so.

Regards,

WikiLuck Casino Team

I definitely wanted to close the account permanently. I can prove it. Wikiluck is lying and is now withdrawing from the affair. I continue to insist on compensation for intentional coercion.

Definitiv hatte ich das Konto dauerhaft schließen wollen . Das kann ich auch beweisen. Wikiluck lügt und zieht sich jetzt aus der Affäre. Ich bestehe weiterhin auf Schadensersatz wegen vorsätzlicher Nötigung.

Dear charlie6311,

I am glad to hear that your account is permanently closed now. Please, would you be able to give me a concrete timeframe as to how long the whole self-exclusion process took? From the initial request mentioning gambling addiction to the actual account closure?

No problem.

I sent the first request to delete my account on April 3, 2024, stating my gambling addiction as the reason. The entire process took until today. Exactly 7 weeks. And without your help, the account would probably never have been closed. I still insist on compensation. Thank you

Kein Problem.

Die erste Bitte zur Löschung meines Kontos habe ich nachweislich am 03.04.2024 gesendet und als Begründung meine Spielsucht angegeben. Der gesamte Prozess dauerte dann bis heute. Also genau 7 Wochen. Und ohne Eure Hilfe wäre das Konto wohl nie geschlossen worden. Ich bestehe weiterhin auf Schadensersatz. Danke

Thank you for the information. Would you also be able to tell me when exactly you made the deposits and exactly how much you deposited during this period?

I have to summarize this first based on the bank statements. I will get back to you shortly

Das muss ich erst zusammenfassen an Hand der Kontoauszüge. Ich melde mich kurzfristig wieder

Hello, unfortunately I made a lot of deposits during the period mentioned. Is it possible to filter out the corresponding casino using the reference numbers?

Hallo, leider habe ich in genanntem Zeitraum sehr viele Einzahlungen getätigt. Ist es möglich, an Hand der Referenznummern das entsprechende casino herauszufiltern?

Sorry, I found out myself now.

On 29.04.2024 - 111 euros

On 29.04.2024 - 150 euros

On 29.04.2024 - 100 euros

On 29.04.2024 - 300 euros

On 29.04.2024 - 400 euros

On 29.04.2024 - 200 euros

I can prove this with bank statements. If my account had been closed, I would not have been able to make these payments. Regardless of the loss before I applied for closure, I have suffered a total loss of 1,261 euros. I am demanding this amount back from Wikiluck. I am attaching the proof as an attachment. Thank you

Sorry, ich habe mittlerweile selbst herausgefunden.

Am 29.04.2024 - 111 Euro

Am 29.04.2024 - 150 Euro

Am 29.04.2024 - 100 Euro

Am 29.04.2024 - 300 Euro

Am 29.04.2024 - 400 Euro

Am 29.04.2024 - 200 Euro

Das kann ich anhand von Kontoauszügen nachweisen. Wäre mein Account geschlossen worden, hätte ich diese Einzahlungen gar nicht vornehmen können. Unabhängig vom Verlust vor der Beantragung der Schließung ist mir insgesamt ein Schaden in Höhe von 1.261 Euro entstanden. Diese Summe fordere ich von Wikiluck zurück. Den Nachweis füge ich als Anhang bei. Danke

Dear charlie6311,

Thank you very much for providing us with the proof of deposits. From the available information, it is clear that the deposits were made after a prolonged time period from the initial self-exclusion request. This timeframe is considered too long by us and we believe that the player definitely should be refunded their deposits for this time period.

Dear Wikiluck Casino,

Could you give us your statement on the provided information? Let us know so we can resolve the matter regarding the player's refund.

Thank you for the answer. I definitely insist on a refund. I have proven that I have asked wikiluck several times to block my account due to my gambling addiction. Unfortunately, my request was only heard thanks to your help. I expressly request further help in this matter

Danke für die Antwort. Ich bestehe definitiv auf eine Rückerstattung. Ich habe wikiluck nachweislich mehrfach aufgefordert, mein Konto auf Grund meiner Spielsucht zu sperren. Leider wurde ich erst Dank eurer Hilfe erhört. Ich bitte ausdrücklich um weitere Hilfe in dieser Angelegenheit

Dear Michal,

The relevant team checked the screenshots provided by the customer and we would like to point out that these are not deposits made to us. In addition, as we previously said, upon their first closure request in April, the customer did not cooperate accordingly by sending us the requested basic documentation, therefore, we could not proceed further. Eventually, on 14.05.24 the player submitted their new request, cooperated fully, and on 16.05.24 their account was closed.

All our actions are per our Terms & Conditions which the player agreed with upon registration.

Kind regards,

WikiLuck Casino Team

This is definitely not true. Wikiluck is lying. I would like to see the bank statement of my closed account and I still believe that when requesting closure, it is not necessary to submit personal documents for verification.

Definitiv entspricht das nicht der Wahrheit. Wikiluck lügt. Ich möchte den Kontoauszug meines geschlossenen Kontos und bin nachwievor der Meinung, dass bei einem Antrag auf Schließung es nicht erforderlich ist, persönliche Dokumente zur Verifizierung einreichen zu müssen.

Dear WikiLuck Casino,

Would you be able to provide me with the player's deposit history? You can send all the relevant info to michal.v@casino.guru

Thanks for the information

Danke für die Information

Dear, Michal

We would like to point out once again that upon the player's request in April, the relevant team acted in accordance with our terms and conditions and asked them for the standard basic documentation. As the player refused to send the required documents, they were asked several times to proceed further with their request. On May 14, 2024, they submitted a new request and were again asked for the previously mentioned documentation. Apparently, having taken your advice, they sent all the requested documents, and their account was excluded on May 16, 2024. Please note that during the period from May 14, 2024, to May 16, 2024, any account activity was the player's sole responsibility as per our terms and conditions.

Regards,

Wikiluck Casino

Thank you for the information. Unfortunately, wikiluck did not provide the requested deposit history, which definitely shows that I made several more deposits after repeatedly requesting that my account be closed due to my gambling addiction. If Wikiluck had closed my account IMMEDIATELY - as every other casino has done so far - I would not have been tempted. I am still of the opinion that wikiluck deliberately delayed the closure process by requesting personal documents and that the terms and conditions are morally and legally unacceptable. I am still requesting the deposit history. The fact that wikiluck has not responded to this request is an indirect admission of guilt. I am still asking for your help.

Thanks

Danke für die Information. Leider hat wikiluck nicht die angeforderte Einzahlungshistorie mitgeteilt, aus der definitiv hervorgeht, dass ich nach mehrmaliger Bitte um Schließung meines Kontos aufgrund meiner Spielsucht noch mehrere Einzahlungen vorgenommen habe. Hätte Wikiluck mein Konto SOFORT geschlossen - so wie es jedes andere casino bisher auch getan hat - wäre ich nicht in die Versuchung gekommen. Nachwievor bin ich der Überzeugung, dass wikiluck durch die Anforderung persönlicher Dokumente den Prozess der Schließung vorsätzlich verzögert hat und die Geschäftsbedingungen moralisch, rechtlich nicht vertretbar sind. Ich fordere immer noch die Einzahlungshistorie ein. Dass wikiluck auf diese Einforderung nicht reagiert hat, ist ein indirektes Schuldeingeständnis. Ich bitte weiterhin um Ihre Hilfe.

Danke

I have also informed wikiluck several times about my gambling addiction and explained that it is a recognized illness. Through the morally unacceptable terms and conditions, wikiluck promotes this illness in its own interest. This is deliberate, fraudulent and in no way acceptable

Ich habe wikiluck auch mehrfach auf meine Spielsucht hingewiesen und erklärt, dass es sich dabei um eine anerkannte Krankheit handelt. Durch die moralisch nicht vertretbaren Geschäftsbedingungen fördert wikiluck diese Kranheit im eigenen Interesse. Das ist vorsätzlich, betrügerisch und in keiner Weise akzeptabel

I sent wikiluck an email asking them to send me the deposit history. Yesterday I was asked to provide further verification in the form of my personal document and a current invoice. I did that today and am now waiting for a response from wikiluck. But I have little hope that wikiluck will respond and actually send me the deposit history. I continue to ask for your support.

I am attaching the Reply to my email

Thanks

Ich habe wikiluck in einer Email gebeten, mir die Einzahlungshistorie zu schicken. Gestern wurde ich aufgefordert, eine weitere Verifizierung in Form meines Personaldokumtes und einer aktuellen Rechnung vorzunehmen. Das habe ich heute getan und warte jetzt auf eine Antwort von wikiluck. Aber ich habe wenig Hoffnung, dass wikiluck antwortet und mir die Einzahlungshistorie wirklich zuschicken wird. Ich bitte weiterhin um ihre Unterstützung.

Im Anhang sende ich die Antwort auf meine Email

Danke

I sent wikiluck the following email and documents today.

Ich habe wikiluck heute folgende Mail und Dokumente geschickt.

Dear charlie6311,

Thank you for your continuous updates regarding your case. Can you confirm what the casino had stated, that being that on 14.5. you have sent a request for self-exclusion, where you have cooperated fully, and sent the requested documents, and then your account was closed on 16.5?

No, I have already asked for my account to be closed several times since April 3rd, 2024 and only decided to send personal documents to wikiluck on May 14th, 2024. Up until this point, I had made further payments due to my pathological gambling addiction. It is morally and legally unacceptable that verification is required before an account can be closed due to recognized pathological gambling addiction. NO other casino has made such a request so far and my accounts were IMMEDIATELY closed everywhere within a few minutes. I am now waiting for cooperation from wikiluck and ask for your continued support. Thank you very much

Nein, ich habe bereits seit dem 03.04.2024 mehrfach um die Schließung meines Kontos gebeten und mich erst am 14.05.2024 dazu entschieden, persönliche Dokumente an wikiluck zu senden. Bis zu diesem Zeitpunkt habe ich aufgrund meiner krankhaften Spielsucht weitere Zahlungen vorgenommen. Es ist moralisch und rechtlich inakzeptabel, dass zur Schließung eines Kontos aufgrund von krankhaft anerkannter Spielsucht erst eine Verifizierung verlangt wird. KEIN anderes Casino hat bisher eine solche Forderung gestellt und meine Konten wurden überall innerhalb weniger Minuten SOFORT geschlossen. Ich warte jetzt auf die Kooperation von wikiluck und bitte Sie weiterhin um Ihre Unterstützung. Herzlichen Dank

Dear charlie6311,

The casino requesting documents in order to proceed with the self-exclusion request is a common practice. Not only does this process serve as a verification of the player, but it also allows the casino to store the player's information in their database, so they can better identify players who will want to get around their self-exclusion measures and open other accounts.

Since you have cooperated with the casino by providing them with your documents, but only after your second self-exclusion request on the 14th of May, we have to consider this date as the beginning of the self-exclusion process. I am afraid that due to your lack of cooperation with the casino, the first self-exclusion request that you made can not be considered valid.

Since the casino has closed your account within the next two days, on the 16th of May, and there were no deposits made during this period, we consider this matter closed and there is no refund to be made in your case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.