WikiLuck Casino - Player’s winnings have been confiscated.

I demand a full refund of €2205!

I deposited €500 with a 50% bonus.

I received a €250 bonus.

The maximum withdrawal is 10 times the bonus.

According to the terms, the withdrawal limit should be:

€250 × 10 = €2500

I should be able to withdraw €2205 in full, yet

the amount was arbitrarily reduced to €1250.

I contacted support for correction, and was told it would be prioritized, but I was kept waiting for about three weeks.

Later, I was informed it was an issue with the bonus and the amount was confiscated.

Even though I asked for an explanation, I was told to wait for an email from the concerned department, but I have not received any correspondence yet.

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawal from the casino.

To better understand and assist you with your complaint, could you please provide us with more detailed information on the following points:

• Can you specify the date when you first requested the withdrawal of €2,205?
• Have you received any written communication from the casino regarding the reduction of your withdrawal amount to €1,250? If so, what reason did they provide?
• What were the terms and conditions stated by the casino at the time you received the bonus? Could you provide any relevant documentation or screenshots?
• Have you had any other communication with the casino’s support team regarding this issue besides the initial response? If so, please describe the details of these interactions.
• Could you provide any relevant communication or evidence, such as emails or screenshots, showing your interactions with the casino’s support team and their responses?

Please forward any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela

Could you please specify the date on which you first requested the withdrawal of 2,205 euros?

6/19

I think it was around the end of May when it reached 1250 euros.

Did you receive any written communication from the casino about the reduction of your withdrawal amount to €1,250? If so, what reason was given?

This was corrected about three weeks later.

And when I applied for a withdrawal of 2205 euros, they said I was manipulating the bonus and it was confiscated.

What were the terms and conditions set by the casino when you received the bonus? Can you provide any relevant documentation or screenshots?

There are no special rules this time.

Second Welcome Deposit Bonus

Other than your initial response, have you had any interaction with the casino's support team regarding this issue? If so, please provide details of your interaction.

Wait for the email from the relevant department and process it as a top priority! This is what I insist on

Hi hirokann0525,

I have reviewed the promotional offers on the website and found the following (here):

10. Restricted Gameplay:

- Placing bets with minimal or no risk

- Wagering made using the Gamble Feature on Slot games 

- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.

• Could you please confirm if you also redeemed the First Deposit Bonus and if any of your winnings were accumulated from it?

Thank you.

I used the first deposit bonus!!!

What is accumulation?

I played the book of 99

I kept betting the same amount over and over.

Don't play with your pet's amount right before the bonus

Only fair play

I was looking for an answer

Wait forever for the email

Hello hirokann0525,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you hirokann0525 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WikiLuck Casino for their help in resolving this complaint. We would like to know why were the player's winnings reduced and what can we do to help resolve this issue.

Thank you!

Hello, Peter

We can confirm that the situation with the player is resolved. He submitted a withdrawal for the specified amount, and it is already processed successfully.

Regards,

WikiLuck Casino

Thank you very much for the update WikiLuck Casino representative.

Dear hirokann0525, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Withdrawn

Thank you🙇👌

Dear hirokann0525,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter