Casino Lucky Twice

Hi, I'm Gionny

I would like to inform you that I have been playing at this online casino for more than two months but for a month I have discovered that I have a gambling problem and for this reason I have permanently excluded myself from all casinos except this one. Even though I asked to permanently self-exclude myself for gambling problems, they continue to send me images of promotions and I continue to play, losing around 5,000 euros for this, as I also asked them. I would like to know if I can have a refund, even if not all of it, because to date, despite my continuous request for closure with self-exclusion for gambling addiction, they do not close the account, taking time by telling me that my request is being processed and in the meantime I lose.

Can something be done?

Salve sono Gionny

Comunico che da più di due mesi sto giocando a questo casino online ma da un mese ho riscontrato di avere un problema di gioco ed de per questo che mi sono autoescluso permanentemente da tutti i casino tranne questo che nonostante avessi chiesto di autoescludermi permanentemente per problemi di gioco loro continuano a mandarmi immagini di promozioni ed io continuo a giocare perdendo circa 5000 euro per questo come ho chiesto anche a loro vorrei sapere se posso avere un rimborso anche se non tutto perché ad oggi nonostante il mio continuo chiedere la chiusura con autoesclusione per dipendenza da gioco d'azzardo loro non chiudono l account prendendo tempo dicendomi che la mia richiesta è in lavorazione ed intanto io perdo

Si può fare qualcosa?

Hi Gionny,

Thank you for reaching out and for your honesty about your situation. I’m truly sorry to hear that you’re struggling with a gambling problem. That takes courage to admit.

Because of that, I believe it’s even more important to shift the focus from a refund towards a stronger, long-term step: making sure your self-exclusion is effective across all platforms, not just some. The purpose of self-exclusion isn’t just to close one account; it’s to help you stop playing altogether.

Please ensure your request is clear and that you adhere to the casino rules.

Request example:

"Greetings xxxx Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please ask someone close to you to help you stay away from logging back in until the matter with your account is settled. Do what you can to put obstacles between the casino and you; use any technical blocks you can get. Block email whatever it takes.

Looking at your screenshots, it’s not clear that you’ve requested the account closure due to gambling addiction. The messages mainly focus on refund requests, and trying to negotiate like this for a week while still having access to the account may not be the best way to protect yourself.

So, before we can even discuss refunds, we would need to clarify a few key points together:

1) When exactly did you ask for self-exclusion due to gambling addiction?

2) How did you submit that request – was it via live chat, email, a dedicated form?

3) Did you follow the casino’s own process and instructions for self-exclusion, as written in their Terms and Conditions?

These details matter a lot, especially when it comes to claiming a refund based on responsible gambling grounds. If the casino failed to act on a properly submitted and clear request for self-exclusion due to addiction, that’s one thing. But if the communication wasn’t clear or the proper steps weren’t followed, it’s harder to argue they did something wrong.

So, I will be here for more details. Thank you.

Yes but it is written perfectly that I want immediate self-exclusion for gambling addiction and they do not close they say that the request is always under review this is from the beginning of July

Si ma c'è scritto perfettamente che voglio l autoesclusione immediata per dipendenza da gioco e loro non chiudono dicono che la richiesta è sempre sotto revisione questa è del primi di luglio

This is just written as you said and this was the answer so I ask for my refund for this reason can you do something

Questo lo appena scritto come avete detto e questa è stata la risposta quindi chiedo il mio rimborso per questo motivo potete fare qualcosa

Thank you for the update.

So, you asked per chat. By the beginning of July.

Well, honestly, it seems that you have not been communicating with real support; it looks like a chatbot to me; there is not even a date or time stamp. So what did you do besides this chat to self-exclude, please?

You see, I ask you one important question:

3) Did you follow the casino’s own process and instructions for self-exclusion, as written in their Terms and Conditions?

Are you certain that this chat is the official channel for requesting self-exclusion? Usually you are required to send an email.

Yes, via chat they told me that they would contact me by email.

Si via chat mi hanno detto che mi avrebbero contattato loro bia email

It's written in the rules to talk in chat

C'è scritto nel regolamento di parlare in chat

The date is 01/07/2025

I wanted to know if you can do something since the account is still open today.

When I talk to the chat I'm not talking to a robot I'm talking to a casino employee so I don't understand what you mean by saying that I didn't make a real request, anyway let me know if you can help me recover something

Thank you

La data ce è il 01/07/2025

Volevo sapere se potete fare qualcosa visto che ad oggi ancora l account e aperto.

Quando parlo con la chat non parlo con un robot parlo con un dipendente del casinò quindi non capisco cosa intende dire che non ho fatto una vera e propria richiesta ,comunque mi faccia sapere se può aiutarmi a recuperare qualcosa

Grazie

Hello,

I checked with the chat operator and in my opinion, you could not do much more. Their instructions are quite unhelpful, because leaving a player without direct contact with the statement that we will respond back via email is, in my opinion, quite bad procedure for a player who feels like losing control. No wonder the casino has been awarded with a low Safety Index.

In any case, I sent the operator link to your complaint, and I hope they will engage soon and close your account.

I apologize for all of my questions; I wanted to make sure that their vague steps reduced to "contact the chat" were truly the only way.

So in your opinion I won't get any refund?

Quindi secondo lei non avrò nessun rimborso?

Gionny i can tel you already you will never get any refund from a online casino specially these kind of casino's that are based in Malta etc.

I got the same problem i asked for a deposit limit 4 months ago and LITTERLY begged them to close or give me a deposit limit because i have a gambling addiction. After that i lost more then 1.500 euro! And believe me i contacted them daily just like now this is the confersation at this moment.

In my opinion i really don't understand that this casino still exist.

Check trustpilot. Some people are waiting 5/6 months and their account is also still not closed.

I played in tens of tens of online casino but this one is in my top 2 worst online casino's EVER. This one and Luckymax and both of the them are not following up the online gambling rules and don't protect the player EVEN when a player let them know it destroys their lifes. This casino has to be fined BADLY or something because this way people do suicides believe me. (not me btw). I'm chatting now i will even say that check their response.

Also providers like pragmatic play also are scammers because they also keep getting money even when online casino's don't follow up the online gambling rules.

We are unable to know that, actually.

Have you thought about filing a complaint here so our team could try to intervene?

I did and it was unresolved because they don't reply on anyhting.

The chat always acting the don't know anything and you need to mail but if you mail they never reply.

Oh, sorry, it must be from some other account of yours.

Unfortunately, whenever the casino is unresponsive, we are unable to do much.

Hello. Thank you for your patience; I'm a bit sick, but I wanted to respond to you here. Based on what I found while chatting with the chat operator, you couldn't do much more. Meanwhile, the casino was reviewed and the result is just poor 👈.

This casino should be avoided if you ask me, because leaving a struggling player without any further support is not a responsible approach. Also, the way they process self-exclusion requests does not feel very cool to me. Under such circumstances, I'm not convinced they would agree to refund you. Well, at least they know we are on their toes and with luck, they get in touch through the complaint.

So are we waiting?

Quindi aspettiamo?

Well, as I just told you, we do not expect the casino to respond to your complaint, which means there won't be much to discuss, I'm afraid.

Still, yes, you may consider this phase as waiting.