Luckygem Casino - Player's self-exclusion request is ignored.

Am 30.1. und 31.1. sendete ich ganz klare Selbstausschlussanfragen an Luckygem. Diese wurden ignoriert. Gestern eine dritte. Heute kam die Antwort, mit der mir das Casino mitteilt, kein Interesse an einer Schließung des Wettkontos zu haben.

Ich fordere die umgehende Deaktivierung und die Rückerstattung meiner Verluste über 495 Euro.

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Dear sagnol80xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you all the future steps and what is needed from you.

email: support@luckygem.com

Please keep in mind that Self-exclusion is permanent for the set time span and will not be undone for your own protection.

During Self-Exclusion, you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Anträge weitergeleitet. Das Casino Versuch alles abzustreiten und mich zum weiterspielen zu animieren

Dear sagnol80

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,

Petra

Hello sagnol80,

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ich habe das Casino in der Zwischenzeit mehrmals kontaktiert. Keine Einsicht, Luckygem behauptet tatsächlich keine Selbstausschluss-Mails bekommen zu haben und lehnt eine Rückerstattung kategorisch ab. Aus diesem Grund nehmen Sie hier auch nicht teil, unterirdisch

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

After carefully reviewing the player’s account and all related communications, we can confirm that we did not receive any prior self-exclusion request from the player before this complaint was raised. There is no record in our system (via email, live chat, or internal notes) indicating that a formal request for self-exclusion had been submitted and ignored.

Once the player contacted us raising concerns, we immediately took action. Our team responded promptly, outlining the available responsible gaming options, including self-exclusion, cooling-off periods, and account limits. However, instead of proceeding with these measures, the player continued to request refunds for previously lost funds.

Additionally, our records show that during the same period, the player was actively requesting further bonuses and promotional offers, which contradicts the claim that a self-exclusion had already been requested and ignored.

We made several attempts to contact the player to clarify the situation and guide them through the appropriate responsible gaming process. Unfortunately, we did not receive cooperation in this regard.

Nevertheless, given the circumstances and in line with our commitment to responsible gaming, we have permanently closed the player’s account as a precautionary measure.

We remain fully compliant with our responsible gaming obligations and always take such matters seriously. We wish the player all the best moving forward.

Kind regards,

LuckyGem Team

Luckygem zieht sich hier komplett aus der Verantwortung raus. Natürlich habe ich als Spielsüchtiger dort weiter gespielt und weiterhin Geld verloren, genau das war das Ziel des Casinos. Mich als Sündenbock hinzustellen ist feige und falsch. Ich habe alle Beweise an Casino Guru weitergeleitet. Die Aussage vom Casino ist in diesem Zusammenhang komplett falsch. Am 30.+31.1. wurden Selbstausschlussanträge verschickt. Bis zur endgültigen Schließung des Kontos 5 weitere. Das Casino bekam in jeder Mail das Stichwort „spielsüchtig „ und spielte absichtlich auf Zeit damit ich weiteres Geld verliere. Ich leite weitere Selbstausschluss-Anträge an Michal weiter. Da können Sie sich über die Wahrheit vergewissern

Das Casino hat die Selbstausschluss-Anträge am 30.+31.1. definitiv bekommen, es gab keine Übermittlungsfehler. Sie haben danach über zwei Wochen für die Schließung des Kontos gebraucht um Verluste meinerseits zu generieren. Ich habe mehrere Schlichtungsangebote ans Casino gesendet, die allesamt arrogant abgelehnt werden. Alles andere als den Fall als ungelöst zu markieren wäre nicht nachvollziehbar. Dieses Casino muss runtergestuft werden.

Dear Luckygem Casino,

I would like to ask you if players receive a ticket number when they send emails to the support email address. Thank you for your assistance so far.

Dear Michal,

Players do not receive a ticket number when they send emails to the support email address.

Kind regards,

LuckyGem Team

Dear sagnol80,

I would greatly appreciate it if you could provide me with a screen recording of your access to the "sent" folder in your email. Specifically, I am looking for the emails that correspond to your request for self-exclusion from the casino, as well as any mention of a gambling issue. If you could kindly send this information to michal.v@casino.guru, I would be very grateful.

Hallo Michal, Screenshots an deine Mail gesendet. Falls noch etwas benötigt wird bitte melden. Die Aussage von Luckygem, die Mails vom 30.+31.1. seien nicht zugestellt ist falsch. Es gab keine Übermittlungsfehler

Dear sagnol80,

Could you kindly provide me with a screen recording (a video) of you accessing your "sent" folder to display the emails? Your assistance with this matter is greatly appreciated.

Dear sagnol80,

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,
Michal
Casino.Guru

We have reopened this complaint at the request of sagnol80. Our intention is to give this case another opportunity for resolution, aiming to assist both parties in reaching a satisfactory conclusion.

Dear Luckygem Casino,

I have received both screenshots and a screen recording of the player's emails that were reportedly sent to you. You mentioned the following statement:

"We made several attempts to contact the player to clarify the situation and guide them through the appropriate responsible gaming process. Unfortunately, we did not receive cooperation in this regard."

Could you please provide evidence to support this claim?

Ich leite die ganzen Chatverläufe nun weiter an Michal. Aus diesen ist klar ersichtlich, dass trotz des mehrfachen Anzeigen einer Spielsucht das Casino immer und immer wieder mich mit Einzahlungslimits, Spielpausen etc. versucht hat mich zum weiterspielen zu animieren. Meine Botschaft war von Anfang an klar, das Konto unwiderruflich schließen.

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

After carefully reviewing the player’s account and all related communications, we can confirm that we did not receive any prior self-exclusion request from the player before this complaint was raised. There is no record in our system (via email, live chat, or internal notes) indicating that a formal request for self-exclusion had been submitted and ignored.

Kind regards,

LuckyGem Team

Dear sagnol80,

Regrettably, the casino has decided not to reevaluate its position. I have carefully reviewed the evidence you provided in support of your claim. However, I did not receive any supporting evidence from the casino to substantiate their assertion that they informed you about all available responsible gambling tools and options, despite my specific request for this information. Because of this, I must regrettably close this complaint as unresolved, which will have a negative impact on the casino's safety index.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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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/submitting-complaints-to-regulators. 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