Holy Luck Casino - Jugador solicita cierre de cuenta y reembolso.

On January 30th and 31st, I sent very clear self-exclusion requests to the casino. On January 31st, Holyluck indicated to me that they had no interest in closing my account.

I sent another email today, but unfortunately the answer was the same. I demand that the casino close my betting account and refund my entire loss.

Am 30.+31.1. sendete ich ganz klare Selbstausschlussanfragen an das Casino. Am 31.1. signalisierte mir Holyluck kein Interesse an einer Schließung zu haben.

Ich habe heute nochmals eine Mail geschrieben, leider war die Antwort die gleiche. Ich fordere vom Casino die Schließung des Wetkontos und die Rückerstattung des gesamten Verlustsaldo.

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Dear sagnol80,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with the casino.

In order to better understand your situation and assist you effectively, could you please provide us with the following details:

• What specific reasons were given by Holyluck for not closing your account?
• Could you provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

In the meantime, you also have the option to use our Self-Exclusion Assistance Tool: https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. It is designed to help individuals who may be facing challenges with gambling by limiting access to gambling and reducing the potential for further harm.

Thank you again for your cooperation.

Best regards,

Petra

Self-exclusion requests were forwarded, along with corresponding responses from the casino. They are trying to encourage me to continue playing.

Selbstausschlussanträge weitergeleitet mit dazugehörigen Antworten seitens dem Casino. Man versucht mich zum weiterspielen zu animieren

Dear sagnol80,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello sagnol80, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Holy Luck Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

There has been no response from the casino, and there is no way to self-exclude from the site for a specific period. It's a disgrace that something like this is even allowed in the EU.

Keine Reaktion seitens Casino und es gibt auch keine Möglichkeit sich überhaupt auf der Seite für einen bestimmten Zeitraum auszuschließen. Das sowas überhaupt im EU-Raum zugelassen wird ist eine Schande.

Technically speaking this is not allowed in the EU. The casino operates without a license and just because their website is accessible from EU countries, in the eyes of the law it does not mean it is allowed. And to ensure responsibility is always dumped on the player, each casino has this rule implemented in their T&C:

2.2.7 The player is solely responsible for ensuring that their participation in gambling activities on the website complies with all applicable laws and regulations of their country of residence.

This basically means you are knowingly engaging with a casino that is not allowed / not legally operating in your country of residence, therefore any responsibility of what happens next is on you. It also protects them from players launching a lawsuit, as local or EU laws are not officially applicable.

With this statement I am in no way defending this practice, merely providing context to the situation and how it is seen officially.

Dear sagnol80,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej