WikiLuck Casino - Casino se negó a cerrar la cuenta del jugador.

Hello, I have repeatedly asked the casino to close my account, as I didn't want to lose any more money. The casino refused and even kept sending me offers for various bonuses. As a result of this, I have lost more than 200 Euros.

I am now demanding this money back, but the casino is refusing.

Hallo ich habe das Casino mehrfach gebeten mein Konto zu schließen, da ich kein Geld mehr verlieren wollte, das Casino hat sich geweigert und sogar immer weiter Angebote für diverse boni geschickt. Aufgrund dessen habe ich mehr als 200 Euro verloren.

Diese fordere ich nun zurück, das Casino weigert sich.

Dear Kingeckrim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have 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 that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and 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 petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

According to the casino, the casino charges a 10 day processing time. That's not legal, that's why there is this complaint, because I told them that I wanted them to close my account and because of their illegal policies I lost more than 200 euros, which I now want back

Laut Casino erhebt das Casino eine Bearbeitungszeit von 10 Tagen. Das ist doch nicht rechtens, aus diesem Grund gibt es ja diese Beschwerde, da ich denen mitgeteilt habe das ich verlange das sie mein Konto schließen, und ich aufgrund derer illegalen Richtlinien mehr als 200 Euro verloren habe, die ich nun wieder haben will

My account still hasn't been closed, I'm no longer getting any answers from support, so my demand for a refund of at least 200 euros remains

Mein Konto wurde immernoch nicht geschlossen, ich bekommen mittlerweile keiner Antworten mehr vom Support, dementsprechend bleibt meine Forderung von mindestens 200 Euro Rückzahlung bestehen

Can I get help here again?

None of you care, I've been waiting for days and nothing happens

Bekomme ich hier auch nochmal Hilfe ?

es kümmert sich keiner von euch , ich warte seit Tagen und es passiert nichts

Hi Kingeckrim,

• Could you please confirm whether you submitted the self-exclusion request as outlined in my previous response?

Kindly note that a simple request for account closure without providing a valid reason may sometimes be overlooked. However, if you explicitly state a gambling problem as the reason for permanently blocking your account, it should be prioritized for processing as soon as possible.

Thank you.

Yes, I can confirm, I sent you evidence by email

Ja kann ich bestätigen , habe ihnen Beweise per Mail gesendet

Hi Kingeckrim,

As previously mentioned, when initiating an account closure or self-exclusion, it is essential to explicitly state the reason for your action. I would like to remind you once again to please send the vided template to the casino, copy me on the email, and clearly articulate the reasons for your self-exclusion request.

Thank you.

Let it be, they couldn't help me, by the way, it wasn't the first time that Casino Guru simply didn't want to or couldn't help, the casino got away with the scam and you tolerate it.

a shame for you and your site. Case may be closed due to lack of helpfulness on your part.

Lassen sie es gut sein, sie konnten mir nicht helfen, war übrigens nicht das erste mal das Casino Guru einfach nicht helfen wollte oder konnte, das Casino ist mit der Masche durchgekommen und ihr toleriert das.

eine Schande für euch und eure Seite. Fall kann geschlossen werden aufgrund mangelnder Hilfsbereitschaft eurerseits.

Hi Kingeckrim,

I acknowledge your perspective, yet I want to emphasize that I have provided guidance on how to properly request self-exclusion several times, which unfortunately you did not follow.

I wish I could offer more assistance. I regret that we couldn't resolve this case for you. However, please feel free to reach out if you encounter any issues with other casinos in the future. Due to the reasons mentioned above, I must now reject this complaint. Thank you for your understanding.