The player from Germany requested self-exclusion from the casino on March 9 due to gambling addiction, but was still able to deposit €380 afterward. She seeks a refund for this amount and requests immediate self-exclusion.
LuckyWave Casino - Player's self-exclusion request was ignored.
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Waiting for Casino Guru to reply
6d 4h 20m 57s
LuckyWave Casino
Safety Index:Very lowCase summary
Discussion
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Public
3 days ago
Translation
Good day,
On March 9th at approximately 8:30 PM, I requested self-exclusion from the aforementioned online casino via email for the first time – for my own protection due to my gambling addiction. I stated the reason.
I was able to deposit a further €380, which I would like to have refunded, as the self-protection measures were not observed.
I request immediate self-exclusion and a refund.
I would be very grateful for your help. Thank you so much!
Automatic translation:
Public
Public
19 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.
Public
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19 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 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? Make sure the information about the sender, the recipient, and the time is included. My email is tomas@casino.guru
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@luckywave.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 LuckyWave 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
