Holy Luck Casino - Player's request for self-exclusion is ignored.

I'm experiencing serious problems with this casino. They refuse to permanently self-exclude me due to severe gambling addiction. They only respond with a generic email, and no matter how many times I contact them, they won't close my account, neither via chat nor email.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original account closure requests that you sent to the casino, along with the casino's responses? Kindly include the full, uncropped emails, not just screenshots. My email address is veronika.f@casino.guru.
• When was the last time the casino communicated with you regarding your self-exclusion request?
• Have you passed the full KYC verification at this casino?
• Is your account still open, or did the casino close it in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

They don't communicate; they send a generic message, which I've attached. You reply, and they don't respond again.

I passed the verification

My account is still open.

They keep putting up obstacles and still let me play knowing about my gambling problem.

Dear gasol,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Holy Luck Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Holy Luck Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards

Veronika

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