WikiLuck Casino - Spillerens udbetaling er blevet forsinket.

Hello. I requested a withdrawal of 180 euros on November 27th, which was accepted on December 1st, but the money never arrived.

On December 5th, the transaction was returned as "failed". I then immediately tried to withdraw the money again, it was accepted again, but the money still didn't arrive.

I just want a payment receipt so I can somehow investigate what the problem is. My emails aren't being answered and the chat isn't helping either.

I need help.

Hallo. Ich habe am 27.11 eine Auszahlung von 180 Euro beantragt, die wurde am 1.12 akzeptiert aber das Geld ist nie angekommen.

Am 5.12 wurde sie als "fehlgeschlagen" zurückgebucht. Danach habe ich es gleich wieder versucht auszuzahlen, es wurde wieder akzeptiert aber das Geld kam wieder nicht an.

Ich möchte nur einen Zahlungsbeleg, damit ich es irgendwie nachforschen kann woran es liegt. Auf meine Emails wird nicht reagiert und der Chat hilft mir auch nicht.

Ich bitte um Hilfe

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WikiLuck Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you previously successfully withdrawn winnings from the casino?
• Did you achieve your current balance with the help of a bonus?
• Have you contacted your bank and asked for assistance? Have you received any payment confirmation from the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. I have already withdrawn several amounts, including larger sums; they took a while to arrive, but so far there have been no problems.

2. The balance is completely bonus-free, €50 was deposited and played for a long time.

3. My bank says they haven't received a payment, and that if a transfer is made, it will arrive. I made a transfer myself yesterday, and everything is fine on my end.

I still haven't received a payment receipt, nor am I getting any help from email support or live chat. They keep telling me to contact my bank. However, I've been in contact with my bank for days now, and as I said, everything is working perfectly.

Best regards

1. Ich habe schon mehrere Auszahlungen abgehoben, auch schon höhere Beträge, sie dauerten ein bisschen bis es ankam aber bis jetzt gab es keine Probleme

2. Das Guthaben ist komplett Bonusfrei, 50€ eingezahlt und lange gespielt

3. Meine Bank sagt sie haben keine Zahlung erhalten und wenn eine Überweisung getätigt wird, dann kommt sie auch an. Ich habe gestern erst selbst überwiesen und alles ist in Ordnung bei mir.

Ich habe immer noch weder einen Zahlungsbeleg, noch bekomme ich Hilfe vom E-mail Support oder Live-Chat. Sie sagen immer wieder ich soll mich an meine Bank wenden. Mit meiner Bank bin ich allerdings schon seit Tagen im Austausch und es funktioniert wie gesagt alles einwandfrei

Liebe Grüße

Will I get a reply, or is that it?

Bekomme ich eigentlich noch eine Antwort oder war es das?

Dear Brsgg,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Brsgg,

My name is Lala 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,

Lala

Dear Lala,

Thank you for bringing this to our attention and we understand the concerns about the funds not yet appearing in the bank account of the player.

Please be aware that the withdrawal in question was processed successfully on our end, and the funds were released from our system on 08/12/2025. Since the transfer has been handled, the funds should have arrived in their personal bank account by now, if not already.

Kindly note that despite multiple requests for a relevant document covering the period from the withdrawal submission date to today, the player did not fully cooperate with the investigation of the reported issue.

Once we receive the necessary documentation, we will be able to verify their claim and look into it in more depth.

Best Regards,

WikiLuck Casino

Dear WikiLuck Casino,

If the transaction was completed, we kindly request that you provide a payment confirmation document (such as a SEPA confirmation, ARN/trace ID, or equivalent transfer proof) so we can verify the payout status. Thank you for your cooperation.

I've been waiting for my money for over a month now and it still hasn't arrived. I've just sent another bank statement to prove it.

Best regards

Ich warte bereits seit über einen Monat auf mein Geld und es ist immer noch nichts angekommen. Ich habe soeben nochmal einen Kontoauszug gesendet, der das beweist.

Liebe Grüße

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 Lala,

Thank you for your patience throughout this process.

Although we reached out several times to request the necessary documentation, it was initially not provided, which unfortunately led to a delay in resolving the case.

After contacting the player to request evidence that the withdrawal had not been credited to their account, our team conducted a thorough investigation into the matter.

We can confirm that the reported issue was reviewed with the payment provider, and it was established that the transaction in question was unsuccessful. The funds were subsequently returned to the player’s gaming account.

The customer was advised to use an alternative payment method and submit a new withdrawal request, which could then be processed accordingly. 

Following this, the customer chose not to resubmit a new withdrawal request and instead continued to use the funds remaining in their account.

Best regards,

WikiLuck Casino

Honestly, just forget it. I've already had three confirmed withdrawals, and frankly, I don't care anymore. My final request is for them to deactivate my account immediately, as I never want to play at this casino again. I sent all the required documents without any problems, but I'm just fed up with this. Delete my account.

Ganz ehrlich, lasst es einfach bleiben. Ich hatte schon 3 Auszahlungen die mir bestätigt wurden und jetzt war es mir ehrlich gesagt auch egal. Mein letzter Wunsch ist dass sie meinen Account sofort deaktivieren, da ich in diesem Casino nie mehr wieder spielen möchte. Ich habe jedes Dokument ohne Probleme gesendet aber mir ist das mittlerweile zu blöd. Löscht meinen Account.

Hi Brsgg,

I’m really sorry this whole situation has been so stressful for you. It’s completely understandable that after such a long delay and lack of clarity, you no longer wish to continue with the casino.

Before I move forward and ask the casino to close your account for good, could you please confirm once more that you want your WikiLuck account permanently closed? Once you confirm this, I will immediately forward your request.

Yes, I would like to permanently close my account.

Ja, ich möchte mein Konto dauerhaft schließen.

Dear WikiLuck Casino,

The player has now formally confirmed that they wish to have their account permanently closed and do not intend to continue using your services.

Could you please proceed with the permanent closure of the player’s account and confirm once the process has been completed?

Thank you for your cooperation.

Dear Lala,

Please be advised that the request has already been processed by the relevant department.

Best regards,

WikiLuck Casino

Oh, and then Winscore emails me saying my account has been closed. That's just laughable.

Achso und dann schreibt mir Winscore eine Email dass mein Account geschlossen wurde. Das ist ja nur noch zum lachen

Hi Brsgg,

I'm hoping you will get the official confirmation email from the casino. When you do, could you please let us know here? Once you receive that final closure confirmation, we’ll be able to wrap up the case on our side as well.

Thank you.

Account closed. Thank you for your support, Lala. And to WikiLuck, thanks for nothing.

Best regards

Account ist geschlossen. Vielen Dank für die Unterstützung Lala. Und an WikiLuck, danke für nichts.

Beste Grüße

Dear Brsgg,

Thank you for the update. I’m glad we were at least able to help you get your account permanently closed, even though the whole situation was very frustrating.

We're sorry to hear that your funds were ultimately lost due to the withdrawal issues you experienced. Unfortunately, this means there’s no way for us to recover them at this stage and will therefore have to set the complaint as rejected.

For future reference, if you encounter issues with withdrawals and decide to submit a complaint, please refrain from using the funds in question until the matter is resolved. This helps ensure that your complaint can be fully addressed without complications. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out.

Thank you for your understanding.

Best regards, 

Lala

Casino.Guru