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

Αγαπητοί φίλοι του casino guru , έχω ζητήσει πάνω από 20 φορές να κλείσει ο λογαριασμός μου από το συγκεκριμένο καζίνο. Τουλάχιστον 20 emails με αίτημα αυτοαποκλεισμου, καθώς και live chat συνομιλία. Λόγω εθισμού στο τζόγο το ζητάω κάθε μέρα. Όσο έχω πρόσβαση παίζω συνεχώς χρήματα με αποτέλεσμα να χάνω αρκετά μεγάλα ποσά.Με αγνοούν κανονικά. Το χειρότερο καζίνο από όλα. Παρακαλώ τη βοήθεια σας να κλείσει οριστικά ο λογαριασμός μου

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Leoziniopas,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your 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?

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 Katarina

I tried a lot of times sending emails at support. They ignore me.. last time that I made deposits was 30 of November about 350 euros

Dear Leoziniopas,

thank you for your response.

While I understand your position, providing the emails you sent to casino support regarding self-exclusion requests is essential. Please share those emails, including any unanswered correspondence, at your earliest convenience. My email is [email protected].

Kindly notify me in this thread once the emails has been sent.

Looking forward to your reply,

Katarina

Λυπάμαι αλλά δεν μου ανοίγει ο διακομιστής του yahoo σε αυτή την ηλεκτρονική διεύθυνση που μου ζητάτε να στείλω την αλληλογραφία.

ο λογαριασμος ειναι ακομα ενεργος και εξακολουθω να χαλαω αρκετα χρηματα, δεν υπαρχει καμια απαντηση στα συνεχη emails

λογω της καταστασης υπαρχει καποια νομικη διαδικασια που μπορω να κανω? εχετε καποια προταση ? να απευθυνθω σε δικηγορικο γραφειο?

Dear Leoziniopas,

thank you for your response.

If the email does not work for you, kindly upload all your emails to this thread.

When was the last time you made a withdrawal, please?

As an immediate step, and to ensure your protection, I would like to suggest Betblocker. 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.

Looking forward to your reply,

Katarina

Κοιτάξτε, αν είναι δυνατόν θα σας παρακαλούσα να επικοινωνήσετε μαζί τους να μου κλείσουν το λογαριασμό. Το betblocker το γνωρίζω. Ευχαριστώ για όλα όσα ήδη κάνετε, όμως θα σας παρακαλούσα να επικοινωνήσετε μαζί τους,...αν σας απαντήσουν...

Hello Leoziniopas,

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

Ok , ευχαριστώ

Dear Leoziniopas,

thank you for your messages and screenshots provided.

Please understand that in order to proceed with this complaint, your cooperation is essential. As I have requested multiple times, I would appreciate it if you could provide your self-exclusion requests. If sending them via email is not convenient, you are welcome to upload screenshots to this thread, or copy and paste the content here. Please be assured that any personal information will be kept confidential and will not be displayed publicly.

Additionally, I kindly ask that you send the casino another self-exclusion request. When doing so, please include me in the copy of your email so that we can monitor the response and continue assisting you.

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 addiction

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 [email protected] (you can include me in the copy at [email protected]) 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

Αγαπητη Καταρινα ο λογαριασμος μου εκλεισε!!!!!!!!!!!!

Μετα απο μηνες προσπαθειων τελικα εκλεισε ,,,

ευχαριστω για ολα

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

Dear Leoziniopas,

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,

Katarina