The player from Germany had asked the casino to close his account to prevent further loss, but the casino had refused and continued to send bonus offers, resulting in a loss of over 200 Euros. He was seeking reimbursement. The player had claimed that the casino's 10-day processing time was illegal and that he had lost more money due to this delay. Despite the Complaints Team's advice on how to request self-exclusion properly, the player had not followed the provided template. The player had expressed dissatisfaction with the casino and the Complaints Team, and decided to close the case. Consequently, we had to reject the complaint due to the player's unwillingness to follow the provided guidance.
WikiLuck Casino - Casino refused to close player's account.
Amount: €200
WikiLuck Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello, I have repeatedly asked the casino to close my account, as I didn't want to lose any more money. The casino refused and even kept sending me offers for various bonuses. As a result of this, I have lost more than 200 Euros.
I am now demanding this money back, but the casino is refusing.
Automatic translation:
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2 months ago
Dear Kingeckrim,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have 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 that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and 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 petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
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2 months ago
Translation
According to the casino, the casino charges a 10 day processing time. That's not legal, that's why there is this complaint, because I told them that I wanted them to close my account and because of their illegal policies I lost more than 200 euros, which I now want back
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2 months ago
Translation
My account still hasn't been closed, I'm no longer getting any answers from support, so my demand for a refund of at least 200 euros remains
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2 months ago
Translation
Can I get help here again?
None of you care, I've been waiting for days and nothing happens
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2 months ago
Hi Kingeckrim,
- Could you please confirm whether you submitted the self-exclusion request as outlined in my previous response?
Kindly note that a simple request for account closure without providing a valid reason may sometimes be overlooked. However, if you explicitly state a gambling problem as the reason for permanently blocking your account, it should be prioritized for processing as soon as possible.
Thank you.
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2 months ago
Translation
Yes, I can confirm, I sent you evidence by email
Automatic translation:
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2 months ago
Hi Kingeckrim,
As previously mentioned, when initiating an account closure or self-exclusion, it is essential to explicitly state the reason for your action. I would like to remind you once again to please send the vided template to the casino, copy me on the email, and clearly articulate the reasons for your self-exclusion request.
Thank you.
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2 months ago
Translation
Let it be, they couldn't help me, by the way, it wasn't the first time that Casino Guru simply didn't want to or couldn't help, the casino got away with the scam and you tolerate it.
a shame for you and your site. Case may be closed due to lack of helpfulness on your part.
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2 months ago
Hi Kingeckrim,
I acknowledge your perspective, yet I want to emphasize that I have provided guidance on how to properly request self-exclusion several times, which unfortunately you did not follow.
I wish I could offer more assistance. I regret that we couldn't resolve this case for you. However, please feel free to reach out if you encounter any issues with other casinos in the future. Due to the reasons mentioned above, I must now reject this complaint. Thank you for your understanding.
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