Dear matdau1993,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account?
Have you requested a self-exclusion from the casino according to the instructions found in terms and conditions of the casino?
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from wikiluck.com, he/she needs to contact us on the following email address: customercare@wikiluck.com
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
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
Dear matdau1993,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account?
Have you requested a self-exclusion from the casino according to the instructions found in terms and conditions of the casino?
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from wikiluck.com, he/she needs to contact us on the following email address: customercare@wikiluck.com
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
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