The player from Hesse had requested a withdrawal two weeks prior after playing through a bonus, but the casino refused to pay out the remaining 400 Euros, despite the player being verified and following all guidelines. They sought clarification on any alleged rule violations. The Complaints Team reviewed the case and found that the player had placed numerous bets exceeding the maximum bet limit of 2 Euros, which was 5% of the bonus awarded. Consequently, the casino's decision to void the winnings was upheld, and the complaint was deemed unjustified.
WikiLuck Casino - Player has delayed withdrawal request.
Amount: €400
WikiLuck Casino
Safety Index:Below averageSafety Index
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5.2
WikiLuck Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
I normally played through my bonus after depositing. My balance was 1800 Euros. After the wager ended, it was reduced to a 400 Euro balance. This is normal. But they won't even pay out this amount to me? See the screenshot. I would like to know what rule I supposedly violated because I followed all the guidelines. The casino must pay me the money. I am verified.
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1 month ago
Hello wennertom,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WikiLuck Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- What kind of bonus were you using?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
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I've been verified for at least 3-6 months. I'm not in contact and have no information about what I'm supposed to have done. Because I stuck to everything. It's just arbitrary. It was a 200 percent bonus. As I've used many times before. Didn't do anything different than usual. I'm curious to see what kind of flimsy argument comes up. I want to warn other depositors about the casino. I had 1800 euros. Won on a slot. And they say a 400 euro payout is a scam??? How is that supposed to work?
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1 month ago
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I asked in the live chat. They said I had done bonus manipulation. Absolute nonsense. I have been playing for years. I don't do that. I won 1800 euros on a slot at 20 cents. With a wager of 1300 euros and a maximum payout of 400 euros. What is there to manipulate? That statement is absolutely impossible and stupid. If the complaint doesn't go through, I will write to the license and warn the affiliates on Twitch. They say I either played over 12 euros or used the gamble function or bet with low risk. ??? Huh. I played like I always did before.
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1 month ago
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They say I bet over 5 percent of the bonus granted of 20 euros. But I got 200 percent on 20 euros. That's a 40 euro bonus. That's not true either. Absolute arbitrariness. All players must be warned about this
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1 month ago
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If necessary, I will hire a lawyer and warn all players about this casino
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1 month ago
Hello wennertom,
Please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru along with your deposit, bonus and betting history for further review.
Looking forward to your response.
Regards,
Nick
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1 month ago
Hello Wennertom,
Thank you for sharing the initial communication.
Could you please also forward the remaining documents, including your deposit, bonus, and betting history? Gathering this information will allow us to conduct a thorough review before reaching out to the casino on your behalf.
Thank you for your cooperation, and I look forward to your response.
Warm regards,
Nick
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1 month ago
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I've already sent everything. 2 days ago
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1 month ago
Thank you Wennertom for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 weeks ago
Hello Wennertom,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.
We would like to invite WikiLuck Casino to join the conversation.
Dear WikiLuck Casino,
While we hold the view that an automatic implementation of the maximum bet within the software would be beneficial in preventing players from inadvertently violating this rule, we acknowledge that this practice has not yet become a standard across the industry, as each casino operates on its own software platform. Nonetheless, it is essential to evaluate each case on its own merits. Additionally, the player has indicated that they received a bonus of €40, which suggests that the maximum bet limit should be set at €2. Could you please verify whether this limit was exceeded? Please forward me the player's complete game log for further examination and confirmation of the bets placed at michal.k@casino.guru
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3 weeks ago
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So if I exceeded that, then only when I had a lot more credit than the bonus was open. I had 1800 euros balance and maybe 1000 euros wagered. And they cut it down to 400 euros anyway. I could have easily paid the money back to them in that time. But because of the cancellation, I will not deposit anything at their partner sites or at Wikiluck. It is simply arbitrary to deduct something from a win of 1800 euros when it is already being cut down to 400 euros. The casino should have shown goodwill even if I had been a little over the 2 euros. Especially because I am a regular depositor at the casino. But maybe they don't want people who deposit on a regular basis? Really very bad of Wikiluck and I hope that many players read how they treat you and stop depositing at Wikiluck and their partner sites.
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3 weeks ago
Dear Michal,
We would like to inform you that the player's withdrawal was declined due to a violation of the Terms of our campaign. Upon review, our team confirmed that the player exceeded the maximum permitted wagering limit of 5% based on the awarded bonus amount, which he was informed about, and examples were also sent to him to be reviewed personally. Additionally, the player has acknowledged exceeding the betting limit in this thread, which indicates an understanding of our Terms and Conditions. He was notified of this decision, and as a result, the winnings obtained through this breach were voided, while the remaining balance was made available for his use.
Kind regards,
WikiLuck Casino
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3 weeks ago
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what was the maximum bet please? and I didn't know. Until your email came, as you can see, there was no goodwill. I can only advise everyone not to deposit there anymore and to avoid all casinos with the 5% rule. everyone sticks to 4-5 euros max bet. And Wikiluck adds something that nobody knows about. I may have made a few spins at the end at 2.25 cents. Is that why they don't pay out? I will never deposit there again
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2 weeks ago
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.
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2 weeks ago
Thank you for the provided information and evidence, WikiLuck Team.
Dear Wennertom,
I was provided with the evidence supporting the casino's decision.
Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard as every casino uses its own platform software. Upon reviewing your game log, it established that you placed numerous bets—amounting to hundreds—that exceeded the maximum bet limit while utilizing a bonus. This situation cannot be dismissed as just a mere coincidence. It appears that there may have been a miscalculation on your part regarding the maximum bet allowed. While I understand that calculating the maximum bet can sometimes be complex, in your situation, it involved just a simple, straightforward calculation: 5% of €40 (your deposit of €20 plus the €20 bonus) equals €2. Regrettably, you placed numerous bets that surpassed the €2 limit applicable in your case, and the casino has acted in accordance with its established terms and conditions. Unfortunately, after gathering all the necessary information, we have to reject this complaint as unjustified. I regret that we were unable to assist you further in this instance. I highly recommend that you take the time to review and understand the bonus terms and conditions of each bonus prior to claiming it, as doing so will help prevent any potential misunderstandings going forward.
Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.
Best regards,
Michal
Casino Guru
