The player from Australia had requested self-exclusion twice, but the casino had denied his requests and offered bonuses instead. After losing $2000, he sought a refund based on responsible gambling guidelines, only to have his account blocked. The Complaints Team was unable to proceed with further investigation or provide solutions due to a lack of response from the player. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Lucky Ones Casino - Player's account has been closed after self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: A$2,000
Lucky Ones Casino
Safety Index:Very lowCase summary
Discussion
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3 months ago
Hi,
I asked to be self excluded from their casino twice this week and both times I was pretty much told no and offered bonuses instead. I then proceeded to blow $2000 and now I have no money at all.
i then asked them for a refund as it states on the curacao responsible gambling help sheet and then they blocked my account.
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3 months 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 months ago
Dear Buckyboy,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.
Thank you very much in advance.
Best regards,
Katarina
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3 months ago
Dear Buckyboy,
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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3 months 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,
Katarina
Casino.Guru
