The player from Austria is experiencing withdrawal difficulties. The casino WikiLuck requested a selfie with a driver's license for verification but has not responded since the requirement was fulfilled. Player’s complaint has been resolved successfully.
WikiLuck Casino - Player's withdrawal is on hold due to lack of response from the casino.
Amount: €2,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I won 2000€ on the casino wikiluck.com without a bonus. Eventually, they asked for a selfie photo of me with my driver's license on 19.07.2023, but I haven't received a response to date.
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1 year ago
Dear Mike11,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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
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1 year ago
Translation
Thank you very much for your letter!! I am very happy that someone can help me...
After I uploaded everything to the homepage, I received an email the next day 20.07.203
Dear Mikail, Thank you for providing us your documents. They have been reviewed, however in order to achieve your account security our Financial department kindly ask you to send us one additional item: - A photograph of you, holding your Driver's License next to your face. (Selfie) You can submit your document by replying to this email. Thank you for your cooperation in advance. Kind regards, Stewie M. | KYC team
Did this immediately and sent a selfie photo of me with my driver's license.
Chat my with me is a SPECIAL CASE but they can't say because the finance department is responsible...
Will contact chat again tomorrow on July 24th, 2023 and ask if they will pay me the money.
Greetings from Austria
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1 year ago
Translation
After I informed support that I was complaining about the casino here, my money was transferred today 07/24/2023
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1 year ago
Thank you, Mike11, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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1 year ago
Dear Mike11,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Please don’t 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,
Petronela
Casino.Guru
