LuckyWave Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

Hello dear Online Guru Team,

My account at Lucky Wave Casino has not been closed despite over 30 emails in which I explicitly pointed out my gambling addiction.

I have also repeatedly confirmed via live chat that my emails have been received. Nevertheless, my request is not being processed.

As a result, deposits were still possible even though I clearly and repeatedly requested that my account be blocked.

Hallo liebes Online-Guru-Team,

mein Konto bei Lucky Wave Casino wird trotz über 30 E-Mails, in denen ich ausdrücklich auf meine Spielsucht hingewiesen habe, nicht geschlossen.

Ich habe mir zudem mehrfach im Live-Chat bestätigen lassen, dass meine E-Mails eingegangen sind. Dennoch wird mein Anliegen nicht bearbeitet.

Infolgedessen waren weiterhin Einzahlungen möglich, obwohl ich klar und mehrfach die Sperrung meines Kontos verlangt habe.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you?
• When was the last time you were able to deposit?
• Could you please share with me your the first email you sent to the casino in which you disclosed suffering from gambling issues to the casino?
• Could you please share a sample of responses you received from the casino to your self-exclusion requests as evidence of the casino's approach?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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