WikiLuck Casino - Player’s request for account closure has been ignored.

Good afternoon, I wagered money at this casino and lost about 600 euros... That same day I contacted them first via chat and they redirected me to an email address to request that my account be closed due to gambling issues. I sent several emails that day and the next day without any response (it was a Thursday). The urge to play made me deposit 390 euros on Saturday and lose them. I wrote emails and used the chat again, but I received no response until a few days later when they said I needed to confirm my address because it didn't match... The address I provided and the one on my ID were the same, but one had 'twelve' spelled out and the other had '12' as a number, which is essentially the same no matter how it's written. I keep writing emails every day without any response. I want the money that I deposited after asking to close my account due to gambling issues. It's been weeks and I haven't received any reply.... Thank you. I am attaching the first email and the following 16, except for one that was from them asking about an address that was correctly provided.

Dear Rocio88,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if your account has been closed now, or are you still able to access it?

Could you kindly specify which of your identity documents were approved by the casino in the verification process?

Would you be so kind as to forward me the account closure requests that you sent to the casino? Please include all the relevant emails from the casino as well - including the one asking about your address. My email address is veronika.l@casino.guru. 

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Verónica, I sent it to you with the email I used for the casino. yaslo...@hot ...

Since I attached it to the casino right now it doesn't even let me access the casino page, it directs me to another casino.

My account was verified and I had a pending withdrawal which I canceled myself. If I had access it would be very easy to prove and if not, just contribute them and you will see that it is true.

Sending, ID on the front and back, invoice, selfie... I know they will make a thousand excuses, but closing an account due to addiction problems does not lead to carrying documentation, since I was not asking for any withdrawal, simply closing my account... I know I'm not going to get anything but this shows the tricks of this casino for players who have addiction problems and that is that you can leave the entire money no matter how much you beg them to close the account

After filing the complaint here, they just sent me an email confirming the 30-day self-exclusion. I already saw another complaint identical to mine, it is their way of operating and we pay the consequences.

Could you please forward me the email you received from the casino? (veronika.l@casino.guru)

Have you requested to be self-excluded only for 30 days? Have you asked customer support if longer self-exclusion is possible?

Have you been informed by customer support if your deposits would be refunded?

I asked them to close the permanent account, as well as the money and still no response...

Since the first on May 23, I asked them to close the account due to serious gambling problems

Thank you very much, Rocio88, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Verónika

Dear Rocio88,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Dear WikiLuck Casino team,

Based on the evidence presented by the player, it is evident that she explicitly requested the closure of her account due to a gambling problem on May 23rd. We strongly believe that the account should be promptly closed with no possibility of reopening. I must emphasize that an 8-9 day delay is quite a delay, could you please clarify this? Additionally, I want to highlight that a 30-day timeframe is irrelevant following such a request; the account closure should be permanent.

Dear Rocio88,

could you please send me your deposit history from the casino for this period?

My email address: jozef.k@casino.guru

Dear WikiLuck Casino team,

Firstly, it is important to note that it is not the responsibility of the player to prolong this timeframe. Once the player's addiction is recognized, the account should be promptly closed, without the possibility of reopening, I kindly request the permanent closure of the account, not just for 30 days, as the player may not be able to control their actions.

Based on the player's statement and evidence provided, it appears his account was closed only after 8-9 days from his initial request. Could you please confirm if this is accurate and explain why it was not done sooner?

Dear Rocio88,

Please, could you share your transaction history from the 23rd to the 31st?

You told me to send it to your email and I did so the same day but I attach it here I don't care

Thank you for providing it. Is it correct that all your deposits were made on the 25th of May?

Dear Rocio88,

Thank you for your reaction. Please note that we believe the casino should have a reasonable timeframe to process your request, typically 2-3 days, for account closure. I confirm that in your case it was too much, but since most of your deposits were made on the 25th (your initial account closure request was made on the 23rd), I believe you are only eligible for a 10 EUR deposit refund made on the 28th. I am very sorry about this situation. Are you open to accepting this refund, or do you disagree with my opinion and prefer to take this case to the regulator?