The player from Germany requests her account at Lucky Wave Casino to be blocked due to her gambling addiction, but despite over 30 emails and confirmations via live chat, her request remains unprocessed and she can still make deposits.
LuckyWave Casino - Player's account remains open despite self-exclusion request.
Opened
Current status
Waiting for Casino Guru to reply
6d 2h 26m 31s
LuckyWave Casino
Safety Index:Very lowCase summary
Discussion
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Public
4 days ago
Translation
Hello dear Online Guru Team,
My account at Lucky Wave Casino has not been closed despite over 30 emails in which I explicitly pointed out my gambling addiction.
I have also repeatedly confirmed via live chat that my emails have been received. Nevertheless, my request is not being processed.
As a result, deposits were still possible even though I clearly and repeatedly requested that my account be blocked.
Automatic translation:
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Public
23 hours 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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23 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyWave Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you?
- When was the last time you were able to deposit?
- Could you please share with me your the first email you sent to the casino in which you disclosed suffering from gambling issues to the casino?
- Could you please share a sample of responses you received from the casino to your self-exclusion requests as evidence of the casino's approach?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
