WikiLuck Casino - La solicitud de cierre de la cuenta del jugador se retrasa.

Two weeks ago, I requested a closure of my account due to gambling problems. There has been no response to the email. However, for irrelevant emails that I sent as a test, I received an immediate response.

Ich habe vor 2 Wochen eine Kontoschließung wegen gambling Problems beantragt. Auf die Email wird nie reagiert. Auf belanglose Emails, die ich zum testen verdickt habe, habe ich sofort eine Antwort erhalten.

Hello xxcc86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Can you please forward the initial request for self-exclusion which you sent to the casino to nikolas.b@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Nick

Hello, I had requested a closure due to gambling problems

Hallo, ich hatte eine Schließung wegen gambling Problems beantragt

Hello xxcc86,

Would it be possible to forward your request sent to the casino to nikolas.b@casino.guru? Please forward it in full e-mail format not just screenshots.

Regards,

Nick

Dear xxcc86,

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.

I sent the email to you many days ago

ich habe die email vor vielen Tagen an dich gesendet

Hello xxcc86 and thank you for the provided evidence.

I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello xxcc86,

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

The player's request was sent properly to the correct email and has been handled in accordance to our policies.

Since different teams are handling different issues, the player may receive responses from various departments. We review each request carefully and individually to ensure it's properly addressed.

By this moment, the player’s account is excluded as per his wish.

Kind regards,

WikiLuck Casino

Dear Wikiluck Casino,

Thank you for the update.

Dear xxcc86,

Can you confirm that your account is closed, so we can mark this complaint in our system as resolved?

Dear xxcc86,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.