Bilucky Casino - Player requests a refund due to failed player protection.

I asked them to close my account permanently.

it was not possible.

only a cooling off period for a month.

after this month i played again and lost 3000 euro.

I told them the first time I have an addiction.

now they finally closed my account.

on there website they say its possible.

i want them to refund something….

Dear Jorgen,

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

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

• Have you asked the casino for a refund already? What was the casino's response?
• Could you please share your initial attempts to close your account permanently and the casino's response to your request?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to 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 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 900 complaints.

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

I asked them to refund.

they only say that my account is now closed.

First they Said It was impossible!

I sended more then 1 mail to tell them to close my account. But they didn’t

They say now that I didn’t ask earlier for closing my account.

after my First e-mail I lost About 8000.

they say i won more then loosing…

maybe that’s correct, but with my winnings I paid some things here.

i lost after mailing them, that’s the hole issue

Thanks for the provided information and the update.

Please understand we can only ask the casino for a refund if you informed them about having a gambling addiction and the casino failed to protect you.

From the conversation you provided it's not clear whether you informed the casino and when.

If you have proof of your initial claims you informed the casino about having a gambling addiction please forward this to me, otherwise, we won't be able to assist you.

Thanks in advance for your reply.

I Said:::: I play to much!!!

I didn’t say the Word addiction in e-mail.

but I think I mentioned It in online chat.

but i dont have proof of that.

i Said: I play to much.

i think its logic an addiction

I asked them now to provide the online conversation with online support in the chat

They say: It can take a while to provide this.

they are lying again.

they can provide It real quick

???

Hello?

Thanks for the explanation.

From our point of view, 'I play too much' is not sufficient reason to expect player protection.

Was your attempt to recover the live chat transcripts from the casino? Would you be able to provide it for us to review?

Please let me know.

I said: i lost 5k. I have a big problem.

close my account.

And then I Said: I play too much.

1 and 1 is 2…..

you understand what i mean????

Wonderfull helping🤷‍♂️. NOT!!!

Ubelievable this!!!!

Not responding anymore?

Just let the time go by?

Dear Jorgen,

For us to request a refund on your behalf, you would need to inform the casino about a gambling problem, addiction, or that you lost control of your gambling. If the casino failed to protect you and allowed you to deposit afterward, we believe you are eligible for a refund.

You wrote in your first post:

I told them the first time I have an addiction.

If you have proof of your claims we are ready to confront the casino, however, without it our hands are tied. The only proof we need is the exchange between you and the casino that support your claims.

Thanks in advance for your reply.

Never mind…..

I Said I play to much.

now I have a problem.

other words for: addiction🤷‍♂️🤷‍♂️

I understand it's not easy to know what to say or what to do to be protected in the end.

Sadly, we base our assistance on the criteria I presented earlier.

Please let me share a few resources for you centered around responsible gambling before I close the complaint:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers

If you happen to get hold of the communication where you mentioned gambling addiction in live chat, and response from the casino, please don't hesitate to contact me and we'll continue our investigation.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.