Lucky Bandit Casino - La cuenta del jugador se reabrió a pesar de la solicitud de autoexclusión.

Dear Sir/Madam,

I had requested the casino via email on November 17, 2023, to permanently close my account. I also indicated that I have a gambling addiction.

On November 20, 2023, they closed my account.

However, they reopened it upon my request on December 5, 2023. Even though I asked the casino to keep it permanently closed. Due to my gambling addiction, I do not have control over gambling. The reopening of the account has resulted in a total financial loss of 638 €! Therefore, I urge you to persuade the casino to refund my 638€.

Best Regards,

Sehr geehrte Damen und Herren,

Ich habe das Casino am 17. November 2023 via E-Mail darum gebeten, mein Konto dauerhaft zu schließen. Ich hatte auch angegeben, dass ich spielsüchtig bin.

Am 20. November 2023 haben sie mein Konto geschlossen.

Aber sie haben es auf meine Bitte hin am 05. Dezember 2023 wieder geöffnet. Obwohl ich das Casino darum gebeten habe, es dauerhaft geschlossen zu halten. Aufgrund meiner Spielsucht habe ich keine Kontrolle über das Glücksspiel. Durch die Wiedereröffnung des Kontos ist mir ein finanzieller Verlust von insgesamt 638 € entstanden! Ich bitte Sie daher das Casino dazu zu bewegen mir die 638€ zurückzuerstatten.

Liebe Grüße

Dear eurogalaxy85,

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.

• Am I correct in understanding that you reopened your previously blocked account, which had been suspended on November 20, 2023, and resumed playing on December 5th?
• Have you submitted a request for the reactivation of your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes. I submitted a request to reactivate my account December 3, 2023.

However, on November 17, 2023, I asked that my account be permanently closed due to gambling addiction!

Ja. Ich habe einen Antrag auf Reaktivierung meines Kontos 03. Dezember 2023 gestellt.

Ich hatte aber am 17. November 2023 darum gebeten, dass mein Account dauerhaft geschlossen bleibt wegen Spielsucht!

Thank you very much, eurogalaxy85, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear eurogalaxy85,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hey! What does the casino say?

Hey! Was sagt das Casino?

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear eurogalaxy85,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru