The player from Germany requested account closure two weeks ago due to gambling issues but has not received a response regarding this request. In contrast, he received immediate replies to unrelated emails sent as a test.
WikiLuck Casino - Player's account closure request is delayed.
Amount: ??
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 opened
Current status
Waiting for Casino Guru to reply
6d 14h 52m 58s
Case summary
9 hours ago
Public
Public
20 hours ago
Translation
Two weeks ago, I requested a closure of my account due to gambling problems. There has been no response to the email. However, for irrelevant emails that I sent as a test, I received an immediate response.
Automatic translation:
Public
Public
10 hours ago
Hello xxx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).
Can you please forward the initial request for self-exclusion which you sent to the casino to nikolas.b@casino.guru?
Thank you very much in advance for your reply.
Best regards,
Nick
Casino Guru is examining the case
