The player from Hesse requested a withdrawal two weeks ago after playing through a bonus, but the casino refuses to pay out the remaining 400 Euros, despite being verified and following all guidelines. They seek clarification on any alleged rule violations.
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 opened
Current status
Waiting for Casino Guru to reply
6d 16h 45m 52s
Case summary
7 hours ago
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2 weeks 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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2 weeks 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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2 weeks ago
Translation
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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2 weeks ago
Translation
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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2 weeks ago
Translation
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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2 weeks ago
Translation
If necessary, I will hire a lawyer and warn all players about this casino
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2 weeks 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 week 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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7 hours 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
Casino Guru is examining the case
