Holy Luck Casino - Player’s account closure request is delayed.

Hello below I'm attaching the full mail with the casino,long story short I asked to close my account due to gambling addiction,but they didn't,so I kept playing lost money and destroyed my life.I asked for compensation and closure of my account at 18th of October,they said that they will review the case but it's almost a month and they haven't resolved It,please help me resolve this issue.Dear HolyLuck Compliance and Support Teams,

I am writing to express my concern regarding the lack of progress in my formal complaint, originally submitted on 18 October 2025, relating to your failure to close my account after I requested self-exclusion due to gambling-related harm.

I have fully cooperated with your procedures and completed the KYC verification process as requested. However, despite several weeks having passed, I have not received any update on the outcome of your investigation or confirmation of a refund. This extended delay is causing me considerable stress, particularly given that the matter involves a responsible-gambling breach, which should be treated as a priority.

I kindly urge your compliance department to review my case immediately and provide a clear update on the following within five (5) business days: The current status of your internal review;

Confirmation of a refund of all deposits made after 15 October 2025, when my self-exclusion should have taken effect;

Written confirmation of permanent account closure; and

The name and contact details of the compliance manager handling my case. Please treat this as an urgent follow-up and formal reminder. If I do not receive a response within five business days, I will proceed to escalate my complaint to independent dispute-resolution and consumer-protection authorities.

I appreciate your immediate attention and look forward to your prompt response. I appreciate your immediate attention and look forward to your prompt response.

Kind regards,

(Redacted by Casino Guru)

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Stay safe.

Dear GGeranios,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your initial self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

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.

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

Καλημέρα σας,το πρώτο αίτημα αποκλεισμού ήταν στις 14/10 λόγω εθισμού στο τζόγο,θα σας το επισυνάψω και παρακάτω,το καζίνο με άφηνε να κάνω καταθέσεις μέχρι και τις 31/10 μέχρι που μετά από μεγάλη χασουρα τους ξανα5 παρακάλεσα στο chat και το έκλεισαν, παρακάτω σας επισυνάπτω το πρώτο αίτημα αποκλεισμού και την τελευταία μου συνναλαγη,επιπλέον θα σας τα στείλω και στο email σας

Dear GGeranios

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 ([email protected]). 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 GGeranios,

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 this casino doesn't have an established account for complaint handling just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Καλησπέρα Martin ευχαριστώ πολύ για τον κόπο,το κύριο μου μέλημα είναι λάβω τα χρήματα που παίχτηκαν από τη στιγμή που ζήτησα τον αυτόαποκλεισμο μου λόγω εθισμού,έχω ζητήσει και αποζημιώση για ηθική και ψυχολογική βλάβη, προφανώς αυτό είναι δυσκολότερο να υλοποιηθεί.Σε ευχαριστώ, προσπάθησε να επικοινωνήσεις μαζί τους καθώς υποτίθεται ότι εξετάζουν την υπόθεση μου από τις 18 Οκτωβρίου,σε ευχαριστώ εκ των προτέρων

Καλησπέρα σας μήπως έχετε κάποιο νέο; Έστειλα κι άλλο email προς το καζίνο αλλά δεν μου απαντάει κανείς δυστυχώς

Hello GGeranios,

we currently have no news. I will update the thread if I receive a response.

Καλημέρα σας προφανώς και γνωρίζω ότι δεν είναι δικό σας το φταίξιμο αλλά του καζίνο,αλλά επειδή περιμένω από τις 18 Οκτωβρίου συνολικά μπορείτε να μου πείτε πόσο περίπου κάνουν τέτοιου τύπου υποθέσεις να λυθούν; Συγγνώμη και πάλι απλά έχω ανάγκη τα χρήματα μου

Hello GGeranios,

this depends on many external factors we cannot influence, I unfortunately cannot give you a timeframe here.

Δεν ξέρω αν σας βοηθάει καθόλου αλλά μου έστειλαν και αυτό

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.

They don't seem to care even though they know full well about my gambling addiction and took advantage of it,do you have any further steps if they don't answer? Can I post the complaint again and again ?

Καλησπέρα και πάλι μπορείτε να μου πείτε αν έχετε μιλήσει μαζί τους,και αν σας είπαν κάτι; Σήμερα για ανεξήγητο λόγο μου έστειλαν απάντηση να κάνω τη διαδικασία για KYC ενώ αυτή η διαδικασία έχει ολοκληρωθεί από 18 Οκτωβρίου και έχουν ήδη όλα τα έγγραφα,δε μπορώ να καταλάβω τι συμβαίνει

Dear GGeranios,

we have contacted a casino representative already. I fully understand your frustration but all we can do now is wait.

Ok thank you if they don't answer at all please inform me for my next steps I intend to chase this case fully and also warn others about it

Καλησπέρα σας ενημερώστε με τι μπορεί να γίνει από εδώ και πέρα,το καζίνο με διαβεβαιώνει ότι εξετάζει την υπόθεση αλλά έχουνε περάσει πλέον σύνολο 8 εβδομάδες

Dear GGeranios,

I have decided to extend the timeframe for further 7 days. This is due to the fact, that we have received a response from the casino regarding a different complaint. I will therefore give this case one more chance to get addressed.

As for your next steps, I’m afraid there are very limited options available. Since the casino operates without a valid gambling license, there is no regulatory authority to escalate the matter to.

Since they don't answer at all I would like you to advise me where else should I put this complaint,as they don't even have the dignity to answer,I would like to protect the other players from them and hurt their reputation as much as possible for taking advantage of addicts and not even answering a simple complaint from the 18th of October

Dear GGeranios,

I’m sorry to inform you that since we haven’t received any response from the casino regarding this issue, we are unable to continue with the complaint resolution process and are therefore forced to close the complaint as unresolved.

In order to reach any form of resolution, all three parties — the player, the casino, and the mediator — need to cooperate and communicate. Unfortunately, despite multiple attempts on our side, the casino has failed to engage in the process, leaving us without any means to move the case forward.

Regrettably, as the casino operates without a valid gambling license, there is also no regulatory authority to which this matter could be escalated. This significantly limits any further formal steps that could be taken.

While I understand how frustrating and disappointing this outcome is, please be aware that closing the complaint as unresolved will negatively affect the casino’s rating, and your experience will remain publicly visible in our review section to help inform and protect other players.

I’m truly sorry that we couldn’t achieve a better outcome in this case and appreciate your patience and cooperation throughout the process.