Complaint #5 WikiLuck Casino

Casino is refusing to close my account permanently despite telling that I have an addiction

By Kill_fish2019

1 year ago

I have been a verified client at this Casino for a while. I have serious gambling issues and I have been asking the casino multiple times to close my account permanently. I have also emphasized that I am suffering from a gambling addiction. Yet, as you can see (uploaded attachments), they always ignored my request and just offered me freebets and bonus for my next deposit etc. Sometimes, when I could not resist, I took the offer and also made further deposits. However, in my opinion, they just took advantage of my addiction and just ignored me. It is very frustrating, as, if they had reacted quickly, I would have not made more deposits. Now, since Friday, I have wrote them multiple emails asking for a permanent account closure. They answered me on Saturday and offered me a freebet. This time, I told them that I do not want freebets and that I want the account to be closed. When I sent this email, they stopped reacting to it. Today, I could not control myself and made multiple deposits worth 320€. I do not want to play anymore. I have emphasized that I have an addiction and yet, they refuse to close my account. I really hope, you guys can help me. Also, I wished they can at least compensate some amount that I have lost, despite asking them to close my account.

Disputed Casino WikiLuck Casino

Reason Account closure

Amount €235

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As stated before, the AskGamblers Complaint Team strongly believes that the casino should have close the player's account the first time problem gambling was mentioned, no matter what was the email address to which the player emailed the casino.

Since the casino doesn't refuses to refund the player, we have no other choice but to close the complaint as Unresolved.

We advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

WikiLuck Casino

• Representative

1 year ago

Dear AskGamblers,
We want to mention that there is a specific procedure for responsible gambling closures and a specific e-mail address for such requests. Once a properly formatted e-mail is sent to it, the relevant department specialized in such handling will handle it further.
In this case the communication was led via a different e-mail address with various reasons and furthermore on chat the communication was for service-related issues only. Since, the player did not follow the proper procedures and due to us already closing the account permanently our stance will remain the same.

Kind Regards,
WikiLuck Casino

AskGamblers

• Support Team

1 year ago

Dear WikiLuck Casino,

The AskGamblers Complaint Team strongly believes that the casino was supposed to close the player's account the first time problem gambling was mentioned, no matter what was the email address to which the player emailed the casino.

Subsequently, all deposits that were made by the player before the account was permanently closed, should be refunded.

In case the casino doesn't refund the player in full, as stated above, we will have no other choice but to close the complaint as Unresolved.

We thank you for your understanding and cooperation.

Kill_fish2019

• 3 reviews

1 year ago

Dear Askgamblers team,
this is my last email and I kindly ask you to take appropriate actions against this fraudulent casino that openly lies and twists facts. I have once again uploaded a few screenshots, where you can see that I wrote to customercare and customerassist. I informed all the mail addresses of this fraudulent casino. In their comments here, they do not even mention the email address. It is just a cheap argument for them. Also, a responsible casino can forward email requests internally as well. They have literally ignored my request for as long as possible, because they know gambler psychology pretty well and they knew I would be just making deposits and continuing to play and lose. This is such a fraudulent and ruthless behavior by the casino and I kindly ask you to derive consequences from these actions. They won't acknowledge anything, they won't apology, and they won't compensate anything. It is a fraudulent company and is not worth it to discuss further. So please, end this discussion and take actions against this fraudulent casino.

WikiLuck Casino Complaint Stats

Resolved 4 / 7

Avg. Amount $636

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

WikiLuck Casino Complaints

See all complaints for this casino

WiKiLuck Casino - Urgent complaint against WikiLuck verification delay and restricted funds

Wikiluck are trying to scam me leaving me with nothing but a sad experience

I am requesting your urgent assistance regarding WikiLuck’s handling of my account verification and restricted funds.

My verification process has been delayed for several weeks despite me submitting all requested KYC documents. All other documents were accepted, and WikiLuck confirmed that my proof of address document was acceptable. The only remaining issue was an address update, which I have already completed myself due to the delay in processing it from their side.

Despite fulfilling all requirements, my account is still not verified and my funds remain inaccessible. I have experienced repeated delays, unnecessary back-and-forth communication, and being redirected between departments without a proper resolution.

More concerning, WikiLuck has now stopped responding to my emails regarding this matter, leaving me without any clear update or timeline for resolution.

This situation raises serious concerns, as I have fully cooperated and provided everything requested, yet my access to my funds continues to be restricted.

I kindly request AskGamblers to urgently investigate this matter and assist in ensuring WikiLuck completes my verification and releases my funds without further delay.

I have provided all correspondence and documents as evidence.

Kind regards,

79h left

$210

Rejected and delayed withdrawal no response

Hi I played a no deposit bonus on wikiluck and won then I was told to place the minimum deposit based on their deposit page and wager 5 times and I'd be able to collect my winnings. They rejected the withdrawal and told me they were adding more terms and I had to make a bigger deposit now. I wrote them back, letting them know I had already gotten instructions on how to proceed to collect my winnings and I fulfilled my obligations and was submitting a new withdrawal request and wanted to be cashed out as promised but absolutely no response after sending a couple more emails.

Unresolved

$170

Delayed payment without info

Dear AskGamblers,

I have an ongoing issue with WikiLuck Casino and I hope you can help me solve this with them. I had an email promotion from them, so I decided to deposit and try my luck. As always I read the ToS before making a deposit, so I was aware of wagering requirements and max bets etc. I was lucky, so I've succeeded to finish wagering over the maximum withdrawal limit of the promotion, which was deducted from the account, so I had the maximum withdrawable amout on the account. I did the KYC in minutes, it was fast and easy and requested a payout. (ofc with the same method I deposited with) I requested the payout last Monday, so 7 days past since then and I still haven't got my funds. I've tried to get information from the live support, but they only told me to wait, "withdrawals are handled by another department" and they can only say it's under review. I also tried the same thing via email to [email protected], but I got the same answer. (keep an eye on my emails, they might need additional information..)
Since there is no public email to the finance department (or at least I could not find it), I have absolutely no information about the process, or the timeframe, and I just hope to get my money. I've did nothing wrong so I don't know what is going on, but I really need this money..
Please help me fix this!
Thank you in advance!

Resolved

Ft572,972

Cashout delayed over week now just 46euros

I am writing this complaint to formally report an unresolved issue regarding a withdrawal/payment that I have not received. It has now been over one week since the transaction was initiated, and despite waiting patiently, the funds have still not been credited to my account. I have checked my account details multiple times to ensure there are no errors on my side. Everything is correct, and there are no pending verification issues that would justify such a long delay. This situation has caused unnecessary stress and inconvenience, as I was relying on these funds for personal financial obligations. I kindly request that this issue be investigated as soon as possible and that my payment be released without further delay. If there is any additional information required from me, I expect to be informed immediately so I can cooperate fully.

Overall, I'm waiting for over a week now.

Resolved

€46

Get the winnings

I managed to win 600,000 HUF. I made a deposit with a 285% bonus, and the bonus was wagered according to the casino's terms and conditions. I requested a withdrawal on December 13, 2025, and I still haven't received my winnings. I contacted an agent via chat, but I keep being told to contact the KYC department. Of course, I've sent several emails to KYC, but I haven't received a response. I also sent documents for verification, but still no response. I don't know what to do. I'm asking for help.

Unresolved

Ft600,000

Withdrawal and closure

Hi I have made many attempts to have my account closed and am advised to then email another address to which I have don’t more than 20 times in the past 3 months to not one single reply. I have now had a win here and the won’t pay out stating I didn’t reply in time to which I have the emails to prove I did and then had one this morning with stated failed when I asked why the live chat could t explain so I have no idea why it was. This site is a complete scam and does not respond to customers and never wants to pay out when you win. The also take 8% on all transactions when you do try to withdraw I just want to withdraw from this site and have it closed please as it’s caused me to much trouble

Resolved

Account closure request

i requested to close this account yesterday at 3:30 first i tried via live chat i sent a request at 1 pm then email customer support at 245 eventually live chat responded and advised me to email customer support at 3:30 which i did immediately. i still havn't heard from same and gambled an extra 300 euro approx due to not closing my account.
i contacted live chat ad emailed customer care and support again but nothing.#i personally think this is wrong i advised i have a gambling problem and request immediate closure.

i feel as a company they take advantage of their customer vulnerabilities
can you please intervene and request account closure.
i do see i am also not the only one to make such a complaint it a refund can be given i will appreiate it but i just really need this account closed

Resolved

€380