The player from Austria, who identified as a gambling addict, had been trying to close their account for weeks, but the casino had been asking for verification. Meanwhile, the player lost about 500 euros due to further deposits. We determined that the player's initial request for self-exclusion in April could not be considered valid due to a lack of cooperation in providing necessary documents. The self-exclusion process was considered to have started on May 14, 2024, when the player complied with the verification requirements, and the account was closed on May 16, 2024. Therefore, no refund was deemed appropriate, and the complaint was rejected.
WikiLuck Casino - The player struggles with account closure due to gambling addiction.
Amount: €500
WikiLuck Casino
Safety Index:Below averageSafety Index
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5.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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7 months ago
Translation
I have been trying to delete my account from this casino for weeks. Unfortunately, I am most likely a gambling addict. Only after several days did I receive a response asking me to verify my account. Since I consider it unreasonable to have to submit personal documents before closing my account, I objected to this and, due to my gambling addiction, consistently demanded the closure of my account. Unfortunately, I have since made further deposits and lost about 500 euros. These terms and conditions are scandalous. I urgently need help. Thanks.
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7 months ago
Dear charlie6311,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WikiLuck Casino.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings WikiLuck Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason for my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@wikiluck.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
- Regarding your refund request, could you please share your previous attempts to block your account and the responses from the casino? Send them to my email at tomas@casino.guru as well
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
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Thank you for the quick response and processing. I will immediately send another email to the casino according to your instructions and forward the emails already sent to
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7 months ago
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Hello, I sent an email to the casino and was repeatedly asked to verify myself first. In order to finally bring the matter to a close, I finally did so today, reluctantly. Unfortunately, due to my pathological gambling addiction, I lost another 500 euros yesterday. If the casino had responded immediately to my request for closure, my illness would not have been aggravated. I am now receiving psychological treatment. I have informed the casino several times about my illness and am now demanding 1000 in compensation. I am sending you the communication so far via your email address. Thank you for your help.
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7 months ago
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I have sent you the entire history of communication with wikiluck by email today. I ask for your help and will make one more request when I close my complaint.
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7 months ago
Thank you very much, charlie6311, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hello charlie6311,
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 self-exclusion process and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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7 months ago
Translation
Hello Michal, I have just sent all emails to tomas@casino.guru sent. Should I forward this to you again? Unfortunately, I have been addicted to gambling for many years and am trying to get my gambling addiction under control with professional support. Unfortunately, it is not that easy and is a recognized illness. But wikiluck has taken advantage of this so far. I see this approach as criminal and deliberate. It is very difficult to live with this burden, but wikiluck is shamelessly taking advantage of it
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7 months ago
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I have asked the casino several times to close my account and pointed out my gambling addiction. I had to wait several days for a response and was asked to send personal documents. At first I refused because I did not see why I should release personal information in order to close the account. Today I gave in. But in the meantime I have incurred losses of around 1000 euros.
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7 months ago
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I am aware that my gambling addiction is my own responsibility, but every casino has a moral obligation to respond to my messages immediately. Unfortunately, Wikiluck did not do this and therefore exploited my illness to their advantage.
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7 months ago
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Wikiluck has just responded to my request and closed my account for 30 days. This is unacceptable and I continue to insist on clarification and compensation of 1000 euros.
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7 months ago
Dear Michal,
The player requested a self-exclusion on the 14th of May 2024 via email to our specialized team at customercare@wikiluck.com.
This process is outlined in our Terms & Conditions (3.22.3 https://wikiluck.com/pages/terms-and-conditions), which states that customers wishing to self-exclude from wikiluck.com must contact us at the specified email address, including a clear request for voluntary full self-exclusion and specifying the duration, with a minimum of twenty-four hours.
The player had a closure request back in April, but they didn’t cooperate, and we couldn’t move on with their request. Once we received their new request, we responded to the player, asking for some basic documentation to proceed accordingly. As soon as they provided the required documents, their account was closed as requested. The player is able to extend the exclusion once the set period ends. We are available for the player 24/7. Note that during the time frame from the 14th of May till the 16th of May 2024 (the day of exclusion), the player takes sole responsibility for any account activity.
All actions we took are in accordance with our policies.
Kind regards,
WikiLuck Casino
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7 months ago
Translation
Thank you for the quick reply. Wikiluck demanded that I send personal documents in order to delete my account (it was only after several days and constant requests in the very unfriendly live chat that I received an answer). This is probably what they mean by a lack of cooperation. However, this procedure is not correct and contradicts any kind of moral terms and conditions. I also requested that my account be deleted permanently - and not just for 30 days. With this decision, I am forced to request deletion again every 30 days. The casino is definitely hoping that I will then give in to my gambling addiction again and in my opinion that constitutes coercion and intentional fraud. I am still demanding compensation and the permanent deletion of my account.
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7 months ago
Dear WikiLuck Casino,
Could you tell us in what state is the player's account now? Is it closed permanently or only for 30 days? When a player asks for self-exclusion due to a gambling problem, his account should be closed permanently.
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7 months ago
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The account is currently closed for 30 days starting May 16, 2024. So I have to request closure again every 30 days.
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7 months ago
Dear Michal,
Thank you for reaching us.
Initially, the customer's account was excluded for 30 days since they did not provide any duration of the period of self-exclusion. Hence, the 30-day restriction was applied to the account so that they could decide whether to extend it or leave it as it is. Upon their latest request, the account was closed and it will remain so.
Regards,
WikiLuck Casino Team
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7 months ago
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I definitely wanted to close the account permanently. I can prove it. Wikiluck is lying and is now withdrawing from the affair. I continue to insist on compensation for intentional coercion.
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7 months ago
Dear charlie6311,
I am glad to hear that your account is permanently closed now. Please, would you be able to give me a concrete timeframe as to how long the whole self-exclusion process took? From the initial request mentioning gambling addiction to the actual account closure?
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7 months ago
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No problem.
I sent the first request to delete my account on April 3, 2024, stating my gambling addiction as the reason. The entire process took until today. Exactly 7 weeks. And without your help, the account would probably never have been closed. I still insist on compensation. Thank you
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7 months ago
Thank you for the information. Would you also be able to tell me when exactly you made the deposits and exactly how much you deposited during this period?
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7 months ago
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I have to summarize this first based on the bank statements. I will get back to you shortly
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7 months ago
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Hello, unfortunately I made a lot of deposits during the period mentioned. Is it possible to filter out the corresponding casino using the reference numbers?
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7 months ago
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Sorry, I found out myself now.
On 29.04.2024 - 111 euros
On 29.04.2024 - 150 euros
On 29.04.2024 - 100 euros
On 29.04.2024 - 300 euros
On 29.04.2024 - 400 euros
On 29.04.2024 - 200 euros
I can prove this with bank statements. If my account had been closed, I would not have been able to make these payments. Regardless of the loss before I applied for closure, I have suffered a total loss of 1,261 euros. I am demanding this amount back from Wikiluck. I am attaching the proof as an attachment. Thank you
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7 months ago
Dear charlie6311,
Thank you very much for providing us with the proof of deposits. From the available information, it is clear that the deposits were made after a prolonged time period from the initial self-exclusion request. This timeframe is considered too long by us and we believe that the player definitely should be refunded their deposits for this time period.
Dear Wikiluck Casino,
Could you give us your statement on the provided information? Let us know so we can resolve the matter regarding the player's refund.
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7 months ago
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Thank you for the answer. I definitely insist on a refund. I have proven that I have asked wikiluck several times to block my account due to my gambling addiction. Unfortunately, my request was only heard thanks to your help. I expressly request further help in this matter
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6 months ago
Dear Michal,
The relevant team checked the screenshots provided by the customer and we would like to point out that these are not deposits made to us. In addition, as we previously said, upon their first closure request in April, the customer did not cooperate accordingly by sending us the requested basic documentation, therefore, we could not proceed further. Eventually, on 14.05.24 the player submitted their new request, cooperated fully, and on 16.05.24 their account was closed.
All our actions are per our Terms & Conditions which the player agreed with upon registration.
Kind regards,
WikiLuck Casino Team
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6 months ago
Translation
This is definitely not true. Wikiluck is lying. I would like to see the bank statement of my closed account and I still believe that when requesting closure, it is not necessary to submit personal documents for verification.
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6 months ago
Dear WikiLuck Casino,
Would you be able to provide me with the player's deposit history? You can send all the relevant info to michal.v@casino.guru
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6 months ago
Dear, Michal
We would like to point out once again that upon the player's request in April, the relevant team acted in accordance with our terms and conditions and asked them for the standard basic documentation. As the player refused to send the required documents, they were asked several times to proceed further with their request. On May 14, 2024, they submitted a new request and were again asked for the previously mentioned documentation. Apparently, having taken your advice, they sent all the requested documents, and their account was excluded on May 16, 2024. Please note that during the period from May 14, 2024, to May 16, 2024, any account activity was the player's sole responsibility as per our terms and conditions.
Regards,
Wikiluck Casino
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6 months ago
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Thank you for the information. Unfortunately, wikiluck did not provide the requested deposit history, which definitely shows that I made several more deposits after repeatedly requesting that my account be closed due to my gambling addiction. If Wikiluck had closed my account IMMEDIATELY - as every other casino has done so far - I would not have been tempted. I am still of the opinion that wikiluck deliberately delayed the closure process by requesting personal documents and that the terms and conditions are morally and legally unacceptable. I am still requesting the deposit history. The fact that wikiluck has not responded to this request is an indirect admission of guilt. I am still asking for your help.
Thanks
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6 months ago
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I have also informed wikiluck several times about my gambling addiction and explained that it is a recognized illness. Through the morally unacceptable terms and conditions, wikiluck promotes this illness in its own interest. This is deliberate, fraudulent and in no way acceptable
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6 months ago
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I sent wikiluck an email asking them to send me the deposit history. Yesterday I was asked to provide further verification in the form of my personal document and a current invoice. I did that today and am now waiting for a response from wikiluck. But I have little hope that wikiluck will respond and actually send me the deposit history. I continue to ask for your support.
I am attaching the 
Reply to my email 
Thanks
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6 months ago
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I sent wikiluck the following email and documents today.
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6 months ago
Dear charlie6311,
Thank you for your continuous updates regarding your case. Can you confirm what the casino had stated, that being that on 14.5. you have sent a request for self-exclusion, where you have cooperated fully, and sent the requested documents, and then your account was closed on 16.5?
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6 months ago
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No, I have already asked for my account to be closed several times since April 3rd, 2024 and only decided to send personal documents to wikiluck on May 14th, 2024. Up until this point, I had made further payments due to my pathological gambling addiction. It is morally and legally unacceptable that verification is required before an account can be closed due to recognized pathological gambling addiction. NO other casino has made such a request so far and my accounts were IMMEDIATELY closed everywhere within a few minutes. I am now waiting for cooperation from wikiluck and ask for your continued support. Thank you very much
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6 months ago
Dear charlie6311,
The casino requesting documents in order to proceed with the self-exclusion request is a common practice. Not only does this process serve as a verification of the player, but it also allows the casino to store the player's information in their database, so they can better identify players who will want to get around their self-exclusion measures and open other accounts.
Since you have cooperated with the casino by providing them with your documents, but only after your second self-exclusion request on the 14th of May, we have to consider this date as the beginning of the self-exclusion process. I am afraid that due to your lack of cooperation with the casino, the first self-exclusion request that you made can not be considered valid.
Since the casino has closed your account within the next two days, on the 16th of May, and there were no deposits made during this period, we consider this matter closed and there is no refund to be made in your case.
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.
