LuckyKoala Casino - Player's account closure request is delayed.

I have repeatedly requested that my gaming account be permanently closed because I have a gambling problem. In the chat, they ask me to send an email. I have sent it 3 - 4 times. I get no response. What is the solution to this problem? There must be a way to resolve this 😡😡

Dear Nasse68,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from luckykoala.com, he/she needs to contact us on the following email address: [email protected]

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Do I understand correctly that you still have access to your casino account? Could you please forward me the account closure requests you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Nasse68,

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.

Thank you for your email, Nasse68. Do I understand correctly based on the message that we can consider this case resolved?

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.