Lucky Meister Casino - Player's account closure has been delayed.

Hallo,

ich habe bereits vor ca. 3 wochen das erste Mal um eine schliessung meines kontos gebeten, es passierte nichts. Es heisst immer wieder das es an die zuständige Abteilung weitergeleitet wurde. Seither habe ich ca. 3000EUR verloren. Ich habe mehrfach mitgeteilt das ich dringend den Ausschluß aufgrund von Spelsuchtgefahr benötige. anstatt zu schließen werden mir Bonusse gegeben die immer wieder zu Einzahlungen geführt haben. Ich möchte das Geld von dem Casino zurück, da ich mehrfach auf das Problem aufnnerksam gemacht habe

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Dear zopfi,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Finding the right balance between the desire to play and the limits of time or budget can, at times, be challenging. If you feel this is becoming an issue, you may request to exclude yourself from playing at our casino. This can be arranged by contacting our Support Service via Live Chat.

If you are concerned about a friend or family member, you may also reach out to our Support Service Team for guidance. Our team is available 24/7 and will assist you with the utmost discretion."

To better understand your case, could you please clarify a few points?

Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to karla.m@casino.guru.

Did the casino ask you to complete or confirm any self-exclusion request as described in its Responsible Gambling Policy? If so, did you complete that step?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear zopfi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru