The player from Germany was struggling with a gambling addiction. Despite multiple attempts to request self-exclusion and a refund of losses after the initial request, the casino had failed to take action. The player's account remained active. After reviewing the case, we found that the casino had completed the self-exclusion procedure within a reasonable time frame. Since there were no deposits made by the player from the time he asked for self-exclusion, no refund was due. Therefore, the complaint had been rejected.
WikiLuck Casino - Player’s self-exclusion request ignored.
Amount: €400
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 closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Translation
Good Day,
On the 9th of March, 2024, I opened an account with WikiLuck Casino and deposited €50. Initially, I won some money and wanted to withdraw €380. However, I suffer from a gambling addiction, and regrettably, I lost all the money and had to make another deposit of €50. After I lost this too, I wrote an email to the casino on the 10th of March, 2024, requesting self-exclusion, as I am suffering from gambling addiction. However, nothing was effectuated, and over the next few days until the 12th of March, 2024, I lost an additional €400.
In the evening of the 12th of March, 2024, I asked the casino in an online chat to implement the self-exclusion. The representative instructed me to send an email to customercare@wikiluck.com. So, I did this on the 13th of March, 2024, requesting self-exclusion and a refund of my losses after my initial email on the 10th of March, 2024.
Since then, nothing has been done, my account remains active, and I am still able to log in.
I am extremely disappointed with the casino's lack of action and I am struggling mightily with the urge to attempt to recoup my losses. Therefore, I would greatly appreciate your assistance regarding this matter. Attached, you will find both emails and the transaction list.
Thank you very much and kind regards,
Automatic translation:
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7 months ago
Hello Aschebersch,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WikiLuck Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Can't you at least set a deposit limit within your casino account until the casino responds to you? Did they at least respond to your first e-mail since then?
Every online casino should process self-exclusion within 48 hours so let's hope we can figure it out with them.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hello Nick and thank you for your answer.
Yes, it was verified on the first evening after registration, it was on the night of March 9th, 2024 to March 10th, 2024. At least before I wrote the first email.
Unfortunately I can't set a deposit limit anywhere, I've searched everywhere on the website. No, I still haven't received a response to either the first or the second email.
Thank you for your support and best wishes
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7 months ago
Thank you Aschebersch for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello Aschebersch,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear WikiLuck Casino,
Could you possibly provide additional information regarding the failed self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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7 months ago
Translation
Hello Nick and Michal,
thank you very much for caring. Nothing has happened yet, instead I received an email for a bonus offer.
Thanks and best regards
Automatic translation:
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7 months ago
Dear Michal,
Thank you for forwarding the case to us!
We are dedicated to responsible gambling and always strive to respond to every inquiry as fast as possible. It is important to emphasize that customers are required to submit a formal request to the provided e-mail address to process self-exclusion. During the process, our chat support is available 24/7 and ready to help our players if they require any additional assistance.
As the player mentioned, he submitted his request on the 13th of March 2024 to the dedicated team and his request was handled on time. As soon as the exclusion was applied the player received confirmation via email.
Kindly note that each customer's request is reviewed and handled manually and some technical time is always needed for the dedicated team.
We hope that this information is sufficient enough.
Regards,
WikiLuck Casino
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7 months ago
Dear WikiLuck Casino,
Thank you for your answer and also for clarifying the situation. Could you tell us when exactly was the player's account closed as per his request?
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7 months ago
Dear Michal,
Thank you for your fast reply!
Our Support team instructed the player on how to properly submit a self-exclusion request and provided him with a link to our Terms and Conditions, which is publicly available information and they specifically designate the required handling period.
It is imperative to note that each request undergoes thorough manual review by our specialized team, and processing times may vary depending on the nature of the request and the completeness of the documentation provided.
While we understand the frustration caused by delays, it is essential for us to uphold our policies and procedures to ensure a secure and compliant gaming environment for all our customers. The player received an email confirmation on the 20th of March 2024 that the account is no longer active.
We hope this information clarifies the matter.
Regards,
WikiLuck Casino
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7 months ago
Dear Wikiluck Casino,
Would you be able to provide us with the history of the player's deposits from 13.3. to 20.3.?
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7 months ago
Dear Michal,
Upon checking, the player doesn't have any deposits or betting activity within the said period.
Kind regards,
WikiLuck Casino
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7 months ago
Dear Aschebersch,
After going through all the information available to me, I have to inform you that the casino is in the right in this case. They had completed the self-exclusion procedure in a relatively reasonable time frame, and since there were no deposits from when you asked the casino for self-exclusion due to gambling problems, there is no refund to be made.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
