Holy Luck Casino - Player wants account closure but casino ignores request.

Hi, this casino is ignoring my account closure mail.

I have told them to close it, because i have gambling issues.

They just answer with promotions and dont stop calling me.

Please help me to close this account.

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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.

• Has the casino replied to any of the emails you sent requesting the closure of your account due to gambling problems? If so, what response did you receive?
• Did you mention your gambling problems during any of your calls with the casino?
• Have you tried submitting your self-exclusion request through any other communication channel, such as live chat? If so, what response did you receive?
• Is your account fully verified?

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

Yes, the casino does reply to my account closure requests regarding my gambling addiction problem.

​However, they are completely ignoring the issue and replying with things like: 'Why don't you try taking a break/time-out instead?

​Their latest email stated that they want me to verify my account, which makes no sense at all since I am closing my account and leaving this casino anyway.

​I have told the casino at least five times now to permanently close my account. Please contact the casino on my behalf and help me resolve this.

Dear Junzzz92,

Thank you for your reply.

Please note that when you request self-exclusion due to gambling-related harm and your account has not previously been verified, you may be asked to complete the KYC verification process. This allows the casino to verify your identity and can help it identify and prevent you from creating or using additional accounts under the same personal details in the future.

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 10+ 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 failed, as the complaints have grown 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 at any time.

Best regards

Veronika

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