The player from Germany is filing a complaint as his account was reopened despite a confirmed 'irrevocable' ban, which he requested to be enforced. Following the reopening, he made additional deposits, but the provider refused to refund those funds.
Lucky Circus Casino - Player's account has been reopened against his request.
Opened
Current status
Waiting for Casino Guru to reply
5d 5h 43m 51s
Lucky Circus Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 days ago
Translation
I am filing a complaint because my player account was reopened despite a previously confirmed "irrevocable" ban.
I repeatedly requested that my account be blocked or permanently closed. This was explicitly confirmed to me by the VIP manager. Nevertheless, my account was subsequently made accessible again, allowing further deposits.
After the reopening, numerous payments were processed again, although in my view the block should have remained in place.
I contacted the provider directly and requested a refund of the deposits made after the confirmed suspension. This was refused.
I can provide all evidence and screenshots of the communication.
Automatic translation:
Public
Public
2 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.
Public
Public
2 days ago
Dear Ylk187;
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru
Thank you in advance for your cooperation.
Best regards,
Tomas
