Holy Luck Casino - Player’s self-exclusion requests have been ignored.

Serious responsible gambling violation – self-exclusion requests ignored

I am submitting this complaint regarding HolyLuck Casino for failing to apply responsible gambling measures and ignoring repeated self-exclusion requests.

Since November 2025 I have contacted the casino multiple times requesting permanent self-exclusion and closure of my account due to gambling addiction concerns. My requests were sent via email.

Despite these repeated requests, the casino failed to close my account and continued to allow me to deposit and gamble. As a result, I was able to continue gambling and lost more than €10,000 after my initial self-exclusion request.

According to responsible gambling standards, once a player clearly requests self-exclusion, the operator should immediately block the account and prevent any further deposits or gambling activity. In my case, this protection was not applied.

My account was only closed after I escalated the situation and filed complaints. This confirms that the casino had the ability to close the account earlier but failed to do so despite my repeated requests.

I believe this represents a serious failure to comply with responsible gambling obligations and player protection policies.

Therefore, I kindly request:

A full review of my case.

A refund of deposits made after my first self-exclusion request.

An investigation into the casino’s handling of responsible gambling requests.

I am able to provide supporting evidence including:

Emails requesting account closure and self-exclusion

Transaction history showing deposits after my request

Confirmation that the account was closed only after my complaint

Thank you for reviewing my complaint and assisting with this matter.

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Dear GEOR83,

thank you very much for submitting your complaint. I am truly sorry about your negative experience with Holy Luck Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly provide details regarding the timeline of events? Specifically, when did you first request a self-exclusion from Holy Luck Casino?
• Additionally, do you currently still have access to your account?
• If possible, could you please forward your communication with the casino directly to my email at attila.g@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Attila