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.

Perfect, 3 days ago I asked them for the permanent closure that should have been from the first moment I spoke with them and they still don't respond...

Dear Jozef,

The player's account has been excluded as per our Terms & Conditions which she agreed upon registration. Note that a dedicated team handles such inquiries and technical time is required to be processed. 

In addition, the player's request did not contain any timeframe mentioned, hence the account was excluded for 30 days as a precaution, however, we would like to point out that the exclusion can very easily be extended once the timeframe has passed.

Kind regards,

WikiLuck Casino

My first closure request was on May 23, closing the account due to serious gambling problems, and on May 28 I was still able to make deposits. My account closure occurs on May 31 and for 30 days (9 days later). 3 days ago I asked for permanent closure and I didn't get a response either. I honestly don't think that their responsible gaming policy is adequate, since there is no possibility of self-exclusion on the page, not even through their chat... and they always answered me the same thing, we will do it as quickly as possible. The casino does not allow those from Spain to play, and I am Spanish and I was able to register 🤔

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 Jozef,

Please be aware that the appropriate actions were taken, especially as the Player did not provide us with a period of exclusion initially. To help the player, we have imposed a 30-day restriction on the account, implemented within the specified timeframe as outlined in our terms.

Take note that as per the T&Cs and the instructions outlined in them a request has to be clearly stated in order to be handled properly. 

We emphasize on the proper handling of requests based on the publicly available T&Cs. Another thing which we would like to mention is that after the already stated period expires, the Player can very easily extend it.

Kind regards,

WikiLuck Casino

Man, in all the emails I make it clear that I have serious gambling problems, so I made it known both by email and by chat, as well as in the other email you have... report everywhere

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?

Jozef I already sent them to your email. thank you

Dear Jozef,

We would like to inform you that we have amended the account status accordingly and the player was informed.

Please note that the account was initially closed as per the timeframe mentioned within our Terms & Conditions. We had to get in contact with the customer due to a misunderstanding with her residential address and once the player provided the necessary information, the account was no longer active.

Kind regards,

WikiLuck Casino

It's not true...you told me that the address is not the same and I replied saying that 12 in number is the same as twelve in writing...that's a laugh and an excuse not to close my account and continue betting, I'll go back to repeat, I asked for the closure on May 23 and you closed it on the 31st...can someone tell me what the difference is between the 12th and the 12th?

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?

Well, I think they acted in bad faith, knowing that in those 2 days I would deposit more money, I will accept the 10 euros but it is a casino that acts in bad faith with the player

Dear WikiLuck Casino team,

May I kindly ask if you are open to refunding this small amount?

Josef attached an image, and tell me now if the casino is not acting in bad faith? It's not fair, it's no longer the ten euros that I already knew that they are usually right. But even if I have been blocked from the casino, the advertising? is it fair? This casino should have a bad reputation and state that it acts in bad faith...

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jozef,

The client's account was closed in accordance with the rules of the casino. 

After requesting the blocking, the client received a letter requesting confirmation of the blocking of the account. Usually the technical department closes the account within 24 hours after receiving confirmation of the letter sent by the support team. Unfortunately, it took some time for the client to reply to the letter.

Until the account is locked, all functions in the client's profile remain active, we regret that we did not receive a response from the client as soon as possible and she had the opportunity to continue playing. As soon as we received a reply to the letter sent by the support team confirming the blocking, the account was closed within 24 hours. 

Kind regards,

WikiLuck Casino

I don't know what letter... jozef you have all the emails from both mine and the casino... you can judge, what a tough face

Dear WikiLuck Casino Team,

Could you please forward me the communication you mentioned? You can send it to my email address below.

Could you also react to the advertisement email the player received?

jozef.k@casino.guru

Dear Jozef,

The e-mail address was excluded from the general database for mailings and other promotions. But some email campaigns were planned in advance.

So please be patient if you receive the newsletter again.

Kind regards,

WikiLuck Casino

It tells you about the letter that you supposedly sent me to confirm the blockage, and that is not the case.

Dear WikiLuck Casino Team,

Could you please forward me the communication you mentioned? You can send it to my email address below.

jozef.k@casino.guru

I mean this communication:

After requesting the blocking, the client received a letter requesting confirmation of the blocking of the account. Usually the technical department closes the account within 24 hours after receiving confirmation of the letter sent by the support team. Unfortunately, it took some time for the client to reply to the letter.

Hello Jozef,

We reviewed this case and we want to inform you that, upon further internal checks it was decided to make an exception for the Player and the amount you mentioned earlier in the thread has been successfully refunded

Regards,

WikiLuck Casino

Exactly, I was reimbursed the 10 euros, you can close the case. Although I note that the response times of this casino both to respond and to close accounts are excessively long, which makes you bet more than you intend. Thank you

Dear Rocio88,

Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef