Holy Luck Casino - Player demands refund due to illegal account practices.

1. this casino operates in the Netherlands without any license. Only for that reason they should already refund all the nett losses.
2. i asked to close my account multiple times (specificly to close it permanently) but they did everything to keep my playing. also illegal under EU-law.

so please ask a representative of the casino to refund all nett losses before i start a lawsuit

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Dear Dc62,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with KokoBet Casino. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Additionally, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

They tried everything to remain my account open. I gave them different reasons for closing but they never listened

Dear Dc62,

thank you for your reply.

Have you forwarded your account closure request to my email, please? I was unable to locate it. Could you please resend it? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Yes ive send it with my email

Check your email off the proof

Dear Dc62,

thank you for your reply and email.

I was referring to the email you personally sent to the casino requesting self-exclusion, not the casino’s reply. Could you please share that message with us?

Additionally, were there any other reasons for requesting the account closure besides the casino not holding a valid Dutch license?

Lastly, we would like to ask—out of concern for your well-being—whether gambling has been becoming challenging for you or if you feel you may be experiencing a gambling-related problem.

Thank you for your cooperation.

Katarina

If im correct ive sended you an email with the screenshots of the conversation. Ill also add them here

Hello Dc62,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Dc62,

thank you for your reply.

I have looked through the casino terms and conditions and found this rule:

7.1. You may close your Account at any time and request a withdrawal of the balance of the Account, subject to the deduction of relevant withdrawal charges. To close your Account, you must first cancel any open bets if applicable, and contact the Website customer support. Account closure can only be requested via email at support@holyluck.com . The effective closure of the Account will correspond to the termination of Holyluck. In case the reason behind the closure of the Account is related to concerns about possible gambling addiction, you shall inform Holyluck.

• Could you please clarify what you meant by the fact that you cannot send an email to the casino and request a self exclusion?
• Could you please provide a date when the communication with the support you have provided in your previous response has occurred?

Additionally, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to the gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Holy Luck Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to casino email support@holyluck.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

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,

Katarina

Dear Dc62,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

As explained, in the past i requested this self exclusion in the live chat and because of that i dont have evidence. So i now i also emailed them and they still not closing my account. Hopefully now you believe that this already happening for a long time and for that reason help me with a refund of my net losses. Ive sended you an email and ill add some extra screenshot here

Dear Dc62,

thank you for your message and email.

Unfortunately, you did not mention a gambling addiction in your self-exclusion request. As I noted previously, this information is crucial when requesting that your account be closed promptly.

Please refer to my earlier message, where I provided an example of how to write a self-exclusion email if you are experiencing difficulties with gambling. I strongly recommend sending another email to the casino, clearly stating the reason for your self-exclusion.

Kindly notify me once you have sent the email as suggested.

Looking forward to your email,

Katarina

Ive mentioned in the chat as you can see in the screenshot. I asked them for a self exclusion. That should be enough right? I hope they close my account soon. But i also hoop you will contact the casino and ask for a refund

Dear Dc62,

thank you for your message.

Please kindly note that self-exclusion at any casino is a complex process that requires specific steps to be followed. Holy Luck Casino accepts self-exclusion requests only via email, and therefore their established procedure must be followed in order for the request to be processed.

If you choose not to cooperate with this process, please inform me accordingly, and I will proceed with closing this complaint.

Thank you for your understanding. I remain available should you wish to move forward.

Katarina

I already asked them for a self exclusion by email multiple times. I didnt explaine the exact reason. But if i ask for a self exclusion they have to help me right? No matter the reason. For now, i once again sended the email with you in the cc

I received a reaction from the casino: hopefully this is enough evidence. Even after asking for a self exlusion because of problems with gambling they try to make me stay (see screenshot). They have done this so many times to me and for that reason i want a full refund.

Dear Dc62,

thank you for the update.

Have you responded to this message stating you do wish to close your account, please?

Looking forward to your reply,

Katarina

yes i did, and they finally closed it because i started threatening them. But now you have the proof what they have done to me for such a long time. I asked for a clossure because of a gambling problem and they responded with bonuses to keep my account open and kept me playing. Isnt this enough reason to confrontate the casino and ask for a refund because they should have protected me instead of making me play over and over again.

In addition. They have reopened and let me deposit again with a 100% deposit bonus. I know i should not do this but because of the gambling problem i cant control it. Place take immidiate action an request a refund

Dear Dc62,

thank you for the update.

What was the amount you have deposited, please?

Looking forward to your reply,

Katarina

My total deposits are around €5.000 i guess. Yesterday was around €500. This problem of me asking for a clossure and them doing everything to make me keep playing is going for months now. I can go to a lawyer but maybe you can help so i can find a solution with the casino where they refund 75% of my nett losses

Dear Dc62,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Dc62,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Thankyou for helping. Hopefully they are open to find a solution and i dont have to put a lawyer on it

Any reply?they still offering me bonusses and keeping my account open…

Dear Dc62,

unfortunately, we still haven't received a reply. All I can advise is to keep messaging the support and trying to get excluded.

I want to close my account, but i also want a refund of my lost money, since they knew about my gamblimg problems and still try to make me keep playing

Dear Dc62,

I fully understand and agree with your position. Unfortunately we will only be able to assist you if we receive a response from the casino's side.

And what if they dont react? Then they can just keep doing this kind of things?

Hello Dc62,

In case we do not receive any kind of response, the complaint will be closed as unresolved which will negatively impact the casino's rating.

Unfortunately, since the casino operates without a valid license, there are no other avenues to pursue regarding this complaint.

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.

Any updates?

Dear Dc62, 

I have tried one more time to get in touch with the casino representative, but I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.