The player from Germany had had issues at Drück Glück Casino where the 24-hour self-exclusion feature activated without his input, even during gameplay or loading. He suggested a better security method was needed. The player reported that the issue occurred when certain games were loading on his mobile browser. The casino's customer support suggested that the issue might have been related to his mobile phone. However, the player decided to avoid the casino, resolving the issue personally. We concluded that the issue could have been a technical glitch, which fell beyond our scope of support.
DrueckGlueck Casino DE - Player faces continuous unwanted activation of self-exclusion.
Amount: ??
DrueckGlueck Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
I play at Drück Glück Casino from time to time.
I have a problem with the casino, it has happened twice now that the 24 hour self-locking has been activated without me wanting it.
The second time, I hadn't even played a game yet; it was just loading. The phone then rotates the screen and I was locked. It can't be the case that every time you want to start playing or in the middle of the game because the screen rotates you are blocked for 24 hours. It should be possible to secure this better.
Kind regards
Gerd S.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
7 months ago
Dear Gerd11,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do you experience the issue exclusively when playing casino games on your mobile phone? Are you accessing the casino through your mobile web browser or using the app? Additionally, would it be possible that you accidentally pressed the "Panic Button" in the game that activates a 24-hour block?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
7 months ago
Translation
Hello,
I've never had this problem before and only with a bit of luck - twice. When I activate a game and it is downloaded, the phone does not turn some games into landscape format. I don't change the grip position of my hands. The problem only occurs when pressing luck. I work with my web browser. In any case, the message came up for the second time after the rotation that I had pressed the 24 hour self-exclusion.
Automatic translation:
Public
Public
7 months ago
Have you had the chance to notify the casino about the issue you're experiencing? If you've already reached out to customer support regarding the involuntary self-exclusion, could you please forward me the communication for reference? You can send it to my email address at veronika.l@casino.guru.
It appears that there may be a technical glitch with the games. However, regrettably, resolving technical issues falls beyond our scope of support. We apologize for any inconvenience this may cause.
Public
Public
7 months ago
Translation
Thank you for your efforts, the casino chat tells me that it's my cell phone. I'm going to avoid the casino and the problem is solved. Just a quick note: this has never happened in any other casino and I've been to many.
Thank you very much for your effort
Christian S.
Edited by a Casino Guru admin
Automatic translation:
