Holy Luck Casino - El jugador lucha por cerrar su cuenta.

I tried to block myself for several days, they just found new reasons not to block me, I have gambling problems and asked to be blocked, they didn't do it, I played 3 thousand euros, they refuse to give the money back even though I tried to block myself for two days in a row and then deposited money

Jag försökte blockera mig själv i flera dagar , dom hittade bara nya anledningar att inte blockera mig , jag har spelproblem och bad om blockering , de gjorde det ej , jag spelade upp 3 tusen euro , de vägrar ge tillbaka pengarna trots att jag två dagar i rad försökt blockera mig själv och sen satt in pengar

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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.

Dear Beratkast,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

If you haven't yet disclosed your gambling issues to the casino, I highly recommend you do so as the next step by contacting the casino support via email at support@holyluck.com. You can include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Holy Luck 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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Beratkast,

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.

I'm trying to disconnect but they're stopping my payment at 4000sek

they keep putting it back into the game account even though I'm already verified and have been paid out before, when I point it out they tell me to try again all the time. They closed my account and sent me an email saying they can't pay out unless I reopen the account which I did. Still I haven't received my 4000sek paid out

Jag försöker stänga av mig men de stoppar min utbetalning på 4000sek

de sätter hela tiden tillbaka den på spelkontot trots att jag redan är verifierad och fått utbetalt tidigare , när jag påpekar det säger de att jag ska försöka igen hela tiden . De stängde mitt konto och skickade mail att de inte kan betala ut om jag inte återöppnade kontot vilket jag gjorde . Ändå har jag inte fått mina 4000sek utbetalda

Hello Beratkast,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

• Is your account currently open or closed? When was it closed?
• What is your current balance in the casino?
• When was the last time you were in contact with casino support?
• Share any responses you received from support to my email at tomas@casino.guru for me to review.

Looking forward to your reply.

Dear Beratkast,

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.

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,
Tomas
Casino.Guru