WikiLuck Casino - Player's account remains open despite self-exclusion request.

Over a month ago, I requested self-exclusion from the casino, explaining in the email that the reason was my gambling addiction. They replied asking me to send it to another email, which I did, and then they never got back to me.

Yesterday, due to my addiction problem, I relapsed, and when I logged into this casino, I saw that I could still access and make deposits, so I deposited €75.

I want my account to be closed immediately and my money to be refunded.

Dear Elturko22,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WikiLuck Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your 2 requests sent to the casino and the reply you received from casino support?
• Do I understand correctly your casino account is still open? Have you contacted the casino after making deposits recently?
• My email is tomas@casino.guru

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

Hello Thomas

I have sent you the emails to the email address you indicated.

I have not contacted the casino any further, they have ignored my requests for self-exclusion, even specifying that I have a problem, an addiction.

I update, they have contacted me to return the deposit to the casino account. Now to withdraw it they ask me to verify the account, I have done my part now waiting for them to verify it and let me withdraw..

Dear Elturko22, Thank you very much for the update. We will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Hello again

I confirm that my 75 has already been returned to me.

Thank you for your help

Dear Elturko22,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru