The player from Germany requests a permanent closure of his account with Holy Lucky Casino due to gambling addiction, but the account was only temporarily blocked for one month. After it was reactivated, he incurred significant losses, which he views as a violation of responsible gaming practices, and he demands reimbursement for his losses and permanent account closure.
Holy Luck Casino - Player's account has been temporarily closed.
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Holy Luck Casino
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6 days ago
Translation
Dear Casino Guru Team,
I hereby wish to file an official complaint against the online casino Holy Lucky Casino.
I explicitly requested that the provider permanently block my account due to a severe gambling addiction. Despite this clear and unambiguous request, my account was only blocked for a period of one month.
After my account was unlocked, I regained access to my player account and subsequently lost a significant amount of money.
I see this as a clear violation of the principles of responsible gaming. A provider is obligated to permanently ban players who wish to exclude themselves due to gambling addiction.
For this reason, I demand:
The reimbursement of my losses incurred after my account was reactivated.
The immediate and permanent blocking of my account without the possibility of future reactivation.
A statement from the casino regarding this incident.
I request that you review this case and support me in enforcing my legitimate claims.
Thank you so much for your help.
Automatic translation:
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3 days 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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3 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's T&Cs and this is what I have found:
If you are diagnosed with a gambling addiction or wish to stay away from gambling for any other reason, we want to assist you in avoiding anything that may not be beneficial for you. "Self-Exclusion" means that you voluntarily choose to exclude yourself from all gambling services. This exclusion cannot be undone for the set period.
If you wish to self-exclude yourself from gambling, please message our support team at support@holyluck.com and specify the desired time span, which can range from 1 day to 5 years. Our support team will guide you through the next steps and inform you of any necessary requirements.
Please note that Self-Exclusion is permanent for the selected duration and cannot be reversed for your own protection.
During the Self-Exclusion period:
You are not allowed to create a new account.
Any attempt to create a new account during Self-Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.
If you need further assistance, don’t hesitate to reach out to us.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
