Green Luck Casino - Player’s self-exclusion request is not processed.

Ich habe am Freitag (27.06.) die Bitte beim Casino eingereicht für 30 Tage gesperrt zu werden und ein Einzahlungslimit einrichten zu können. Ich bekam eine Mail der Bestätigung und antwortete auf diese um gesperrt zu werden.

Doch nichts passierte und stattdessen zahlte ich weiter Geld ein.

es kann nicht sein, dass ich immer noch nicht gesperrt bin und trotz der Bestätigung nichts passiert.

könnt ihr mir helfen?

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation:

• Have you found any information on the casino's website about setting deposit limits? If so, please forward it to me at veronika.f@casino.guru, or upload screenshots here.
• When was the last time the casino replied to you about your account closure request?
• Just to confirm: Did you request to close your account for one month only, and did you not mention that you are struggling with gambling addiction?
• Have you completed full KYC verification with the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Nein, ich habe nichts von einem Limit gelesen, deswegen habe ich extra gesagt, dass ich sonst mein Konto löschen möchte.

das Casino hat mir am 27.06. geantwortet und ich habe diese Mail direkt nochmal bestätigt.

meln Konto ist verifiziert, mir wurde auch schon Geld ausgezahlt.

ich habe explizit drauf hingewiesen, dass ich unter spielsucht leide, den Screenshot kann ich aber aktuell nicht teilen.

Have you been informed whether the casino offers the option to set a 30-day cooling-off period? Please note that this type of request cannot be considered a standard self-exclusion, as self-exclusion due to gambling addiction typically lasts at least six months.

If you are unable to provide any evidence showing that you explicitly informed the casino about your gambling addiction and requested the closure of your account on that basis, we will unfortunately not be able to assist you further. Thank you for your understanding.

Nein, ich habe explizit daraufhingewiesen, dass ich mein Konto sperren lassen möchte wenn kein Limit möglich ist.

das ist aber erst heute passiert. Ich kann den email Verkehr hier nicht als Screenshot posten, aber Ihnen gerne weiter leiten, woraus sichtbar wird, dass ich explizit gesagt habe, dass ich spielsüchtig bin.

Please forward me the aforementioned communication at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your case as well. Thank you for your cooperation.

Die Mail wurde weitergeleitet, bei Fragen kommen Sie gerne auf mich zu. 🙂

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sophia123, 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 Green 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.

Ich habe den Email Verlauf an Ihre Kollegin und Sie weiter geleitet. Bei weiteren Fragen melden Sie sich gerne.

Dear Sophia123,

Thank you for bringing this matter to our attention.

We would like to inform you that a full internal investigation has been initiated regarding your case.

Our dedicated team is currently reviewing all relevant records and communication to ensure that everything is handled fairly and in accordance with our policies. We truly appreciate your patience and understanding while we complete this process.

We will provide you with an update as soon as possible.

Best regards,

Green Luck Casino Team

Ich habe euch bereits privat darüber informiert, dass ihr rechtswidrig gehandelt habe und ich verstehe nicht, dass ihr so unprofessionell handelt.

Ich kann den Screenshot bzw. die Mail gerne auch an euch nochmal weiterleiten.

Dear Sophia123,

Thank you for your continued communication.

We kindly ask you to check your email, as we have sent you a message regarding the resolution of your case.

We would appreciate it if you could review it and respond at your earliest convenience so that we can proceed accordingly.

Thank you for your cooperation.

Best regards,

Green Luck Casino Team

Dear Sophia123, as I have not been CCed into the conversation, could you please let me know what is the proposed solution and whether you are happy to accept it? Thank you.

Ich habe auf die Mail geantwortet und werde mich erneut melden, wenn das Geld überwiesen worden ist.

mir wurde die Rückzahlung aus gutem Willen zugesagt, ich leite ihnen die Mail gerne weiter.

Bitte geben Sie mir noch so lange Zeit. 🙂

Of course, take your time ;)

Das Geld wurde überwiesen. Vielen Dank euch!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sophia123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej

We’ve reopened this complaint at the request of Sophia123. We have been informed her account has been reopened without her consent, and marketing communication was resumed.

Dear Green Luck Casino, I would like to ask for immediate account closure and cessation of bonus offers, and if you could let us know why the account has been reopened as well, that would be very helpful. Thank you.

Ich erwarte zusätzlich, dass mir mein eingezahltes Geld erstattet wird. im Anhang sende ich die Einzahlungen.

Dear Sophia123,

Please accept our sincere apologies for the misunderstanding. Rest assured that your account has been permanently closed as requested.

We would like to confirm that we have received the bank details you provided on the email sent to us.

Following a final assessment of your transactions, we have decided to refund the net amount lost, which totals to 650 EUR.

Our finance department will initiate the transfer process using the details provided.

We regret any frustration this situation may have caused. Thank you for your patience!

Best regards,

Green Luck Casino

Thank you for dealing with the issue so quickly, Green Luck Casino, much appreciated. Please, let us know once the refund has been processed on your end. Thank you.

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.

Die Rückzahlung wurde abgeschlossen und ich hoffe, dass mein Konto nun wirklich endgültig geschlossen wurde!

Dear Sophia123,

I am very happy to hear that your issue has been resolved, and would like to thank Green Luck Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de) 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.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru