WikiLuck Casino - La cuenta del jugador se ha reabierto a pesar de su autoexclusión.

A few months ago, I requested self-exclusion from this casino. Days later, they closed my account. Some time passed, and the casino allowed me to use the same details to open another account; the only change was my email address. After a while, I requested self-exclusion again, but why did they let me create another account? I let it go, but today, after requesting a password reset, I was able to access the casino again. I demand a refund of my funds from the first time I requested self-exclusion on January 27th. It's clear they don't follow player protection rules. 1. Why did they let me open another account with the same details? 2. Why was I able to access one of the accounts again?

Hace unos meses pedí la autoexclusion en este casino. Días más tarde me cerraron la cuenta. Paso un tie,po y el casino me dejó usar los mismos datos para abrir otra cuenta, lo único que cambio fue el correo. Al cabo de un tiempo solicité de nuevo la autoexclusion, pero porque me dejaron crear una cuenta de nuevo ? Lo dejé pasar pero hoy pidiendo restablecer contraseña he podido volver a entrar en casino. Exijo la devolución de los fondos desde la primera vez que solicite la autoexclusion el 27 de enero. Ya se ve que no siguen las normas,as de protección al jugador. 1 porque me dejaron abrir otra cuenta con los mismo datos. 2. Porque he podido volver a acceder a una de las cuentas.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with WikiLuck Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hi, the thing is, I didn't know, but I have two accounts with the same information but different email addresses. Everything is exactly the same. One of them asks me to reopen it by entering a forgotten password; I haven't tried the other because I'm hesitant to have more accounts open for gambling. The chronological order is: I opened my account with email address 1. I requested self-exclusion with email address 1. Later, I opened an account with email address 2 (exactly the same information as with account 1) and requested self-exclusion with account 2. Why did they let me create another account with the same information? Finally, to review my information and deposits, I clicked on password reset and... surprise, they let me reopen it. BUT AS OF TODAY, I DON'T KNOW IF IT'S ACCOUNT 1 OR ACCOUNT 2.

Hola, la cuestión es que yo no sabía pero tengo dos cuentas con mismos datos pero distintos correos. Todo es exactamente igual. Por otro lado, hay una que la pide reabrir poniendo contraseña olvidada la otra no lo he intentado ya que me da respeto tener más opciones abiertas para jugar. El orden cronológico es: abro mi cuenta con el correo 1. Pido autoexclusion con correo 1. Más tarde abro cuenta con correo 2 (exactamente mismos datos que con la 1) y pido autoexclusion con la 2. Porque me dejaron crear otra cuenta con los mismos datos? Finalmente t para revisar datos y depósitos le doy a restablecer contraseña y.... sorpresa, me dejan reabrirá. PERO A FECHA DE HOY NO SE SI LA CYEBTA 1 O LA 2.

Thank you for your response. Could you please forward the correspondence directly to my email? Additionally, could you please confirm whether you have passed the KYC verification on either of your accounts? Have you entered the same, correct personal information during the registration process?

I look forward to your reply.

Dear player,

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.

Hi, I've already sent you the email. I've been on vacation. No, I've never done the KYC. Yes, I used the same information for both accounts.

Hola, ya te he enviado el correo. He estado de vacaciones. No nunca he pasado el KyC. Si, puse los mismos datos en las dos cuentas

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for providing the additional information.

Could you please confirm the exact date of your last deposit at the casino?

Additionally, could you please confirm whether you currently have access to either of your two casino accounts?

Thank you for your cooperation.

Best regards,

Attila

Hello, I'm not sure when I made my last deposit, as I've changed my bank account. Is there an account I can still access?

Hola, no tengo claro en qué fecha hice el último depósito, me he cambiado la cuenta del banco. Por otro lado, si hay una cuenta que puedo seguir accediendo

Thank you for providing the additional information.

To establish what happened after your initial request to close the account due to gambling problems, could you please provide any available evidence of the deposits and gameplay that took place after that request?

This could include bank statements or deposit receipts showing the relevant transactions, as well as screenshots of your casino transaction or gaming history, if available.

We need this information to verify whether deposits and gameplay took place after you informed the casino about your gambling problem and requested the account closure.

Thank you for your cooperation.

Hi, I'm trying to find my bank statements because, as you know, the casino doesn't use common names. The bank is helping me, but it's not very fast.

Hola, estoy intentando buscar los extractos bancarios ya que como bien sabéis no utilizan nombres comunes de por si el casino. Me están ayudando desde al banco pero no es tan rapido

Dear Player,

Thank you for your response. Do you have any updates for us in relation to this complaint?

Thank you in advance for your reply.

Dear sofiagarcia21,

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.