The player from Italy had sent over 40 emails requesting her account closure, but the casino ignored her requests and failed to take action. She expressed frustration over the lengthy process. The issue was resolved when her account was finally closed following intervention from the Complaints Team. We confirmed the resolution and appreciated her cooperation throughout the process.
LuckyHour Casino - Player's request to close account is ignored.
Resolved
Our verdict
Case closed
Amount: €1
LuckyHour Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
Hi I have sent at least 40 emails to the only address that the chat gave me to close the account but they turn a deaf ear and continue not to close my account. I am a person and a customer who has been asking for months to close an account and they continue to make fun of me and pretend not to read. Please help me.
Automatic translation:
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1 year ago
Dear ariannaid,
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 remain open, can be reopened 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 kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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1 year ago
Thank you for your reply, ariannaid. Do I understand correctly that we can now consider this case resolved?
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1 year ago
TranslationYes problem solved everything is fine thank you very much.
Automatic translation:
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1 year ago
Dear ariannaid,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
