LuckyWave Casino - Player's self-exclusion request was ignored.

Guten Tag,

bei dem oben genannten Online Casino habe ich am 09.03 um ca. 20:30 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben.

Ich konnte nun weitere 380€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Ich wünsche den sofortigen Selbstausschluss, sowie eine Rückerstattung.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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.

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

Guten Tag,

aktuell habe ich Zugriff auf das Spielerkonto.

Eine Rückerstattung habe ich bisher noch nicht beantragt.

Ich leite Ihnen die Nachricht jetzt weiter.

Vielen Dank für Ihre Hilfe.

Thanks for the explanation.

• Could you please confirm you sent a new self-exclusion request as recommended earlier? With what result?
• After you learned the casino didn't process your self-exclusion, have you contacted them via email or live chat and asked for assistance?

Looking forward to your reply.

Guten Tag,

ich habe den Selbstausschluss am 17.03. nochmals gestellt. In dieser Mail sind Sie in CC. Mein Spielerkonto ist weiterhin geöffnet und ich bekomme weiterhin Bonus Angebote per Mail.

Einen weiteren Versuch habe ich bisher nicht unternommen.

Leider muss ich mitteilen, dass ich erneut 25€ verspielt habe, nachdem ich per Chat um einen Selbstausschluss wegen Spielsucht gebeten habe.

Mir konnte über den Chat nicht geholfen werden. Ich solle mich bitte per Mail an den Support wenden. Ich sagte, dass ich dies bereits mehrfach tat. Daraufhin hieß es, dass ich mich gedulden muss und das es nicht in ihrem Zuständigkeitsbereich läge, mir zu helfen. Schade.

Ich habe nochmals eine Mail bezüglich eines Selbstausschluss geschrieben. Leider immer noch ohne Erfolg. Ich konnte weitere 265€ einzahlen.

Dear Jason12,

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, Igor (igor.p@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,

Tomas

Dear Jason12,

I am sorry to hear about your problem with LuckyWave Casino.

I will now try to contact a LuckyWave Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a LuckyWave Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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.

Dear Jason12,

I have repeatedly tried to contact LuckyWave Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor