Holy Luck Casino - Player's account has been temporarily closed.

Sehr geehrtes Casino Guru Team,

hiermit möchte ich eine offizielle Beschwerde gegen das Online-Casino Holy Lucky Casino einreichen.

Ich habe den Anbieter ausdrücklich darum gebeten, mein Konto aufgrund einer schweren Spielsucht dauerhaft (permanent) zu sperren. Trotz dieser klaren und eindeutigen Anfrage wurde mein Konto lediglich für einen Zeitraum von einem Monat gesperrt.

Nach der Entsperrung meines Kontos hatte ich erneut Zugriff auf mein Spielerkonto und habe daraufhin eine erhebliche Geldsumme verloren.

Ich sehe hierin einen klaren Verstoß gegen die Prinzipien des verantwortungsvollen Spielens. Ein Anbieter ist verpflichtet, Spieler, die sich selbst aufgrund von Spielsucht ausschließen möchten, dauerhaft zu sperren.

Aus diesem Grund fordere ich:

Die Rückerstattung meiner Verluste, die nach der Wiederfreischaltung meines Kontos entstanden sind.

Die sofortige und dauerhafte Sperrung meines Kontos ohne Möglichkeit einer zukünftigen Reaktivierung.

Eine Stellungnahme des Casinos zu diesem Vorfall.

Ich bitte Sie, diesen Fall zu prüfen und mich bei der Durchsetzung meiner berechtigten Forderungen zu unterstützen.

Vielen Dank für Ihre Hilfe.

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.

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

Sehr geehrter Attila,

ja, das habe ich. Ich habe mindestens 8 E-Mails geschrieben und mehrfach darum gebeten, mein Konto aufgrund von Spielsucht zu schließen, jedoch wurde dies bisher nicht umgesetzt.

und ich habe von der regstrierten Email geschrieben

Ich habe mittlerweile 4800 Euro verloren ich habe mindestens 10 Nachrichten geschrieben und gebeten mich dringen zu blockieren .

Thank you for your reply. Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

Additionally, could you please attach receipts of your deposits as well?

Further, do you currently still have access to your account?

Thank you for your patience and cooperation.

Sehr geehrter Herr G.,

vielen Dank für Ihre Nachricht.

Ich habe die angeforderten Nachweise für meine Einzahlungen bereits per E-Mail an Sie gesendet. Leider erhalte ich vom Support-Team aktuell keine Rückmeldung mehr.

Außerdem möchte ich Sie darüber informieren, dass ich weiterhin Zugriff auf mein Konto habe.

Ich bitte Sie freundlich um eine zeitnahe Prüfung meines Anliegens und eine entsprechende Rückmeldung.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Thank you for your response. Unfortunately, I have not received any emails from you, could you please check again? Have you sent the email to attila.g@casino.guru?

Thank you for your patience and cooperation.

ich habe die Email am 16.04 an sie gesendet. Und jetzt erneut nochmal.

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Okey

Hello marvinleubert, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Holy Luck Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 marvinleubert,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej