The player from Germany had requested assistance with her casino account, as her multiple requests to close it had been ignored. The Complaints Team had attempted to gather more information to assist with her issue but had received no response from the player despite reminders and an extended deadline. Consequently, the complaint was closed due to lack of communication, though the player was informed that she could reopen it in the future if she wished to continue.
Lucky Meister Casino - Player seeks help to close her account.
Closed
Our verdict
Player stopped responding
Amount: €500
Lucky Meister Casino
Safety Index 2.2 Very lowCase summary
Discussion
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4 weeks ago
Translation
After several requests to close my gaming account and because I'm being ignored, I'm asking for your help.
Automatic translation:
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3 weeks 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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Meister Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- After you noticed your self-exclusion requests weren't processed, have you reached out to live chat for assistance? Have you received any response?
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
Dear Yo-Yo1987,
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.
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1 week ago
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,
Tomas
Casino.Guru
