The player from Austria had requested the casino to block his account due to gambling addiction, but the account remained accessible, resulting in a loss of 1800 euros. He indicated that these losses would not have occurred if the casino had complied with his request. The Complaints Team was unable to proceed with further investigation due to the lack of response from the player, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
LuckyWins! Casino - Player's account request was ignored.
Closed
Our verdict
Player stopped responding
Amount: €1,800
LuckyWins! Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
I wrote to the casino asking them to block my account because of my gambling addiction.
Since my account was still accessible, I lost another 1800 euros.
This would not have happened if the casino had complied with my request.
Automatic translation:
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5 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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5 months ago
Dear Porzellanpaul,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
