The player from Germany has attempted 48 times to have his account restricted due to gambling addiction, but Luckymeister has not responded or taken action, resulting in a loss of €8,000. He demands the return of his deposited funds, as the casino has not addressed his requests despite assurances of support.
Lucky Meister Casino - Player’s requests to close account are ignored.
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Current status
Waiting for player to reply
6d 23h 18m 23s
Lucky Meister Casino
Safety Index 2.1 Very lowCase summary
Discussion
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Public
23 hours ago
Translation
Despite repeated requests via email and chat (a total of 48 attempts), Luckymeister has not blocked, closed, or even restricted my account due to gambling addiction. Unfortunately, I subsequently lost €8,000 through further deposits. There has been no response from the casino, even though their Gambling Responsibility page states that self-exclusion is possible via live chat. All my requests were rejected and denied. Ten days have now passed. I want the money I subsequently deposited back immediately, as the casino must have known they couldn't continue managing my account in this state, yet despite my pleas, they did nothing and didn't even respond. Live chat kept saying, "Yes, yes, they see my emails, but I have to keep waiting." €8,000 back!
Automatic translation:
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42 minutes ago
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42 minutes ago
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 emails in .eml or .msg format in which you asked the casino to self-exclude you due to gambling addiction, including your initial request and any relevant follow-up emails? Please send them to me at veronika.f@casino.guru. If you also made such requests through live chat, please provide screenshots or chat transcripts showing the date and the exact wording of your requests.
- Could you please clarify the exact date when you first informed the casino about your gambling addiction and requested self-exclusion? Did the casino acknowledge this request or provide you with any instructions on how to proceed?
- Could you please provide a screenshot of your transaction history showing the deposits and other transactions made after your first self-exclusion request?
- Also, please confirm whether your casino account is currently still open and accessible to you.
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
