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

I have sent HolyLuck support a request to close my account due to gambling problems.

They keep denying and suggesting to leave it open.

After their refusal I have lost another 450€.

See below for email conversation.

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Hi 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.

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Hey D...,

Thank you for contacting HolyLuck Support. My name is Jacob.

I'm here to help you.

I understand you’d like to close your account, and while we respect your decision, I’d like to suggest an alternative that might better suit your needs.

Instead of full closure, how about setting a deposit limit? This option allows you to stay in control of your spending while still enjoying your favorite games at your own pace. It’s a flexible and responsible way to continue playing without over-committing.

If this sounds interesting, let me know what kind of limit would work best for you, and I’ll be happy to help s

et it up.

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No close my account

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Hey D...,

Thank you for reaching out to us and sharing your request. We deeply value the time you’ve spent with us and understand your decision.

However, before we proceed with the closure of your account, we kindly encourage you to consider leaving it open. Maintaining an open account comes with no obligations—you are not required to make deposits or play.

Taking a break can also be a practical alternative. It allows you the flexibility to step back, focus on what matters most, and return whenever you feel ready and comfortable. By keeping your account open, you retain full control and access, should you choose to come back.

If you are certain about closing your account, we completely respect your decision. Please confirm your request by replying to this email, and we will proceed accordingly.

We are here to support you and answer any questions you might have. Please do not hesitate to reach out if you need assistance or wish to discuss this further.

Best regards,

Holyluck Support Team

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Stay safe.

Dear DannyT,

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?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Hi Katarina,

The account is still accessible and I can still make deposits as I did yesterday.

The first time I asked for closing of my account due to gambling problems, when they suggested keeping it open and just set limitations in place I answered: 'No, close my account'. They then still proceeded to not close my account but offer yet another way out.

I've sent you the email conversation.

Looking forward to hearing what steps are next for me to take and hold the casino responsible.

Dear DannyT

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 DannyT,

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 would like to advise you to send more messages to the casino, requesting the closure of your account due to gambling issues. I will also contact a casino representative outside of this thread, as we do not have an established complaint account for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Dear DannyT, 

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. 

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Kind regards

Martin