Green Luck Casino - Player's account closure request is ignored.

Sono più di due settimane che ho richiesto la chiusura dell’account a causa delle perdite. Ho mandato decine di e-mail ma non mi ha mai risposto nessuno. Dal 23 dicembre, data in cui ho richiesto la chiusura ho perso 940€ e voglio che mi vengano rimborsati . L’unica e-mail che ho ricevuto è stata diversi giorni dopo, non appena ho depositato ancora.

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Dear antzi28,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you mentioned gambling addiction in any of your account closure requests? If so, kindly forward me the emails, along with the casino's responses, to me at at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Ho richiesto l’esclusione da tutti i siti di gioco in una delle mail alla quale non ho mai ricevuto riposta, comunque ho inoltrato a Veronika tutte le mail che ho inviato. L’assistenza del casinò non ha mai soddisfatto la mia richiesta , ha solamente risposto a due mail dicendo che non poteva chiudere il mio account NEL MOMENTO IN CUI EFFETTUAVO NUOVAMENTE DEPOSITI. Questo è molto grave, soprattutto perché HO RICHIESTO L’ESCLUSIONE DAI SITI DI GIOCO.

Inoltre ho contattato innumerevoli volte l’assistenza via chat . Rispondono solamente che "presto riceverò una risposta" ma dopo quasi 20 giorni non hanno mai risposto alle mie mail se non , come già detto, nel momento in cui effettuavo nuovamente depositi rispondendo che non era possibile completare la mia richiesta a causa di un saldo attivo. Non si tratta di una mail, ma di quasi 10 richieste unite ai numerosi solleciti via chat dal sito

Thank you for your emails. I understand your frustration; however, please note that in your previous account closure requests, you did not mention gambling addiction as the reason for requesting the closure.

Please be aware that we are able to assist with account closure and refund-related requests only in cases of self-exclusion due to gambling addiction. Since this reason was not clearly stated in your requests, we cannot consider them valid self-exclusion requests.

If you wish to proceed, please note that when applying for self-exclusion, it is essential to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Green Luck Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Green Luck Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

Non è giusto. Ho chiaramente espresso di voler essere autoescluso dai siti di gioco, è chiaro che il motivo è la dipendenza.

Qualche giorno fa dopo aver contattato complaints@greenluck.com l'account è stato chiuso. Riguardo al rimborso provano ad utilizzare i loro Termini e condizioni in maniera decontestualizzata per non darmi il rimborso. Nella mail che ho ricevuto c'è scritto che l'account può essere chiuso in qualsiasi momento, cosa che nel mio caso non è avvenuta. Fanno finta di non capire quale sia il problema e pensano che io voglia un rimborso perchè ho perso. Io sto chiedendo il rimborso perchè loro non hanno accettato di chiudere il mio account. Sanno di avere torto ma non lo ammetteranno mai fino a quando si tratta di un semplice scambio di email tra cliente e casino. Chiedo a casino guru di intervenire, interpellando qui il casino. Procedo ad inviare tutto il materiale necessario a Veronika.

Hi antzi28,

Thank you for the additional explanation and for keeping me informed about the developments.

I understand why this situation feels unfair to you, and I acknowledge that your account has now been closed. However, after reviewing all the materials you provided, we need to clarify our position regarding the refund request.

Casino Guru is able to assist with refund-related cases only when a valid self-exclusion request due to gambling addiction was clearly submitted and ignored by the casino. In your case, although you requested account closure and used general wording such as wanting to be "banned from gambling sites," your messages did not explicitly state gambling addiction as the reason, nor did they clearly request self-exclusion for a defined period.

From a mediation perspective, this distinction is crucial. Account closure does not carry the same obligations for the casino and does not automatically entitle a player to a refund of subsequent losses. Self-exclusion due to gambling addiction must be clearly and explicitly stated so that the casino can recognize it as such and act accordingly.

Because gambling addiction was not clearly mentioned in your original requests, we cannot consider them valid self-exclusion requests under our methodology. As a result, we are unable to assist you in obtaining a refund for the losses incurred before the account was eventually closed.

We understand that this outcome is disappointing, but we hope this explanation clarifies why we are unable to intervene further in this case. For future reference, we strongly recommend always stating self-exclusion due to gambling addiction clearly and explicitly, and keeping proof of such requests.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team

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