Luckygem Casino - Player's account closure request is ignored.

Hello

I've requested via email the closure of my account due to addiction but casino didn't do anything.Ive lost after this request 110eur kindly check this

Thanks

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckygem 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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@luckygem.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Luckygem Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Hello I've sent you the informations via email,my account still opened till today.

Dear Zgirk,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Zgirk,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Luckygem Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Casino Guru Team and Player,

Thank you for the opportunity to clarify this matter.

After a thorough review of the player’s account and all related communications, we can confirm that at no point did the player clearly state or mention any issues related to gambling addiction, loss of control, or a request for self-exclusion due to such reasons (evidence provided).

The previous conversations we have on record show that the player contacted our support team regarding specific game-related concerns. At no time during these interactions did the player express that they were experiencing gambling-related problems or request account closure on those grounds.

We take Responsible Gaming very seriously. If a player clearly communicates concerns about gambling addiction or loss of control, we immediately take appropriate measures such as guidance to help organisations and permanent self-exclusion, in line with our policies and regulatory obligations.

Responsible Gaming measures are triggered when a player explicitly indicates such issues. In this case, no such indication was made prior to this complaint.

That said, if the player now feels that gambling is affecting them negatively, we strongly encourage them to inform us directly so that we can apply the necessary protective measures without delay.

We remain committed to player protection and let us know should any additional clarification be required.

Kind regards,

LuckyGem Team

On 31/01, I sent two emails; the first one stated that the account should be closed due to addiction and permanently. I also sent a new email on 08/02 with the same reason, stating that if the account was not closed, I would report the issue to Casino Guru.

Finally, on 19/02, after attaching the Casino Guru complaint, I sent another email exactly as Casino Guru instructed in order to close the account due to gambling addiction, with cc casino Guru.

The result? On 24/02, the account is still open..

Dear Zgirk,

Could you provide me with a screen recording of you opening your "Sent" email folder and showing me all the emails you sent to the casino? Please send everything to michal.v@casino.guru. I am looking forward to your reply.

Hello

I've just sent all the emails.

Dear Zgirk,

Thank you for your email.

Dear Luckygem Casino,

Would you be able to confirm whether the player's account is still active? If it is, I would kindly request that you proceed with closing it permanently.

Dear Michal,

Thank you for your message.

As previously mentioned in our earlier forum reply, we have not received a direct request from the player to permanently close the account due to gambling addiction. Had such a request been submitted to us directly, we would have immediately taken the appropriate responsible gambling measures in line with our procedures.

Nevertheless, in order to avoid any further issues and in the interest of player protection, we have now proceeded with permanently closing the account.

Please let us know if you require any further clarification from our side.

Kind regards,

LuckyGem Team

Dear Luckygem Casino,

Thank you for the confirmation.

Dear Zgirk,

Can you tell me when exactly did you make the disputed deposit of 110€?

Hello,

I ve made the deposits 13-14/02,ill attach you the screenshots with the transactions

Dear Luckygem Casino,

I would like to bring to your attention that the player has provided us with screenshots of emails, along with a video recording from their email folder, which supports their claim that the emails were indeed sent. Furthermore, the player indicated that they sent an email on February 19th, with my colleague Tomas included in the cc line. I can confirm that this email was sent, as my colleague Tomas was able to locate it in his email folder. Therefore, I kindly request that you take another look for the pertinent emails. Additionally, I would appreciate any suggestions you might have on how to proceed with this matter, as the player has presented substantial evidence supporting their position.

Dear Michal,

Thank you for your message and further details.

Happy to hear that you received the email from February 19th. As previously mentioned in our earlier forum reply, we have not received a direct request from the player to permanently close the account as he claims due to gambling addiction. We have already provided the evidence and happy to provide further details from our side if needed, directly. Had such a request been submitted to us directly - we have several channels of communications - we would have immediately taken the appropriate responsible gambling measures in line with our procedures. Therefore, we do not see any faults.

We permanently closed the account therefore we can't even add any goodwill compensation.

Please let us know if you require any further clarification from our side.

Kind regards,

LuckyGem Team

Dear Luckygem Casino,

I would like to confirm if my understanding is correct that you have not received even the email sent on the 19th of February. Given that my colleague has verified the validity of that email, I am concerned that there may be an issue on your end rather than with the player. Thank you for your attention to this matter.

Dear Michal,

We have already shared the communications log with the player. We have since closed the player's account, and did not receive any deposits from the player after the account was closed. Unfortunately, we can't refund the deposits that were wagered and spent previously. We consider this issue to be resolved.

If there's something else that is missing in this case, please share more details so we can look into this further.

Kind regards,

LuckyGem

Dear Luckygem Casino,

I would like to update you on our final position regarding this case. My colleague received the email from the player that was sent on February 19th, which indicates that the previous emails were likely sent correctly. Consequently, I believe the issue of the casino not receiving those emails may reside on your side rather than with the player. I kindly urge you to reconsider your stance and process a refund for the player in the amount of €110, allowing us to resolve this complaint amicably. If we are unable to reach a satisfactory resolution, I regret to inform you that I may have to classify this complaint as unresolved, which will negativelyy affect the casino's safety index. Please let me know how you would like to proceed.

Hello Michal,

Thank you for bringing this matter to our attention.

We have carefully reviewed the case and, based on our system records, we were unable to locate a valid account closure or self-exclusion request received through our official support channels prior to the activity in question. While we understand that the player states emails were sent, unfortunately, if such communication was not received or properly processed, we are not in a position to act on it.

We would also like to highlight that multiple support channels are available at all times (including live chat and messengers), and these are the recommended methods for urgent requests such as account closure. Ensuring that the request has been acknowledged is an important step before continuing any activity on the account.

Regarding the request for a refund, we must respectfully clarify that wagers placed and completed cannot be reversed. Gaming activity is final once processed, and we are unable to refund losses incurred during active play.

While we understand the player’s frustration, placing deposits and continuing to play after sending an unconfirmed request, and then expecting reimbursement of resulting losses, would not be considered a fair or standard practice.

That said, we remain committed to responsible gaming and are always ready to assist with account closure requests when properly received and verified.

Kind regards,

LuckyGem Team

Dear Zgirk,

Unfortunately, the casino is not willing to reconsider its stance. Since we have verified the validity of your email, we believe that your self-exclusion requests were sent correctly and therefore you should be refunded the disputed amount of €110. Due to this, I am forced to close this complaint as unresolved. This decision will have a negative impact on the casino's safety index.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/licensing-authorities/comoros-license. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V