The player from Germany had been attempting to close his Holyluck account for two months, having completed the identity verification required. Despite multiple requests to close the account due to gambling problems, he faced pressure to keep it open and did not receive any responses to his emails, while the account remained active. We were unable to resolve the case because the casino had a long history of non-cooperation under our No Reaction Policy and did not engage with us. As a result, the complaint was closed as unresolved and the casino’s rating was negatively affected.
Holy Luck Casino - Player's account closure request is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 40
Amount: ??
Holy Luck Casino
Safety Index 2.1 Very lowCase summary
Discussion
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1 month ago
Translation
Hello, I've been trying to close my Holyluck account for two months. I was told I first needed to verify my identity, which I successfully did. After that, I repeatedly requested account closure due to gambling problems, and I was constantly told not to close it so hastily, that they had great offers, and so on. I repeatedly warned them that I didn't want any offers or anything like that, just to close the account, and that I had verified my identity as requested. Now I'm not getting any replies to my emails, and my account is still active.
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1 month ago
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.
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1 month ago
Dear Lesane007,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:
Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.
On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).
Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at karla.m@casino.guru.
Thank you very much for your cooperation.
Karla M.
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1 month ago
TranslationHi Karla, thank you for your help. I have sent you an email to the requested address.
greeting
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3 weeks ago
ear Lesane007,
Unfortunately, we have reached a point where we are unable to move forward with your complaint. Normally, we would now attempt to contact the casino and ask for its explanation. However, Holy Luck Casino already has more than 10 complaints closed under our "No Reaction Policy," which clearly demonstrates its unwillingness to cooperate with our complaint resolution process.
Regrettably, we are therefore forced to close your complaint as "unresolved." This will negatively affect the casino's overall rating. I understand that this is not a satisfactory outcome, particularly given the nature of your complaint and your repeated attempts to have your account closed due to gambling-related problems.
We have made numerous attempts to communicate with Holy Luck Casino through emails, live chat representatives, and affiliate team members. Unfortunately, these efforts have been unsuccessful, and the casino has consistently failed to cooperate with us.
Given these circumstances, we strongly recommend avoiding Holy Luck Casino. I sincerely wish we could have been of more assistance.
The casino can request to reopen this complaint at any time should it decide to cooperate and address your concerns.
Best regards,
Karla M.
