Lucky Meister Casino - Pelaajan tilin poistopyyntöä ei oteta huomioon.

On June 18th, I sent an email requesting the deletion of my account due to my gambling addiction. Since then, I have been ignored. I was also ignored in the chat a few days ago.

I demand the immediate deletion of my account and the return of my €198 deposit from Friday. This is unacceptable for responsible gambling.

Am 18.06. habe ich eine Mail gesendet mit der Bitte um Löschung des Kontos auf Grund meiner Spielsucht. Seitdem werde ich ignoriert. Im Chat wurde ich vor ein paar Tagen ebenfalls ignoriert.

ich fordere umgehend die Löschung des Kontos und meine Einzahlungen in Höhe von 198€ vom Freitag. Es kann nicht sein, dass so mit dem Verantwortungsvollen spielen umgegangen wird.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Meister 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? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• 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 self-exclusion via email at support@luckymeister.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 Lucky Meister 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

I forwarded all emails. The account is now blocked. The last deposit was €99 twice last Friday. I requested deletion on June 18th. The account has now been deleted, but my request for a refund was completely ignored.

Ich habe alle mails weitergeleitet. Konto ist nun gesperrt. Letzte Einzahlung Freitag letzte Woche 2x 99€. Am 18.06. um Löschung gebeten. Konto ist jetzt gelöscht, allerdings wurde Nachfrage auf Erstattung komplett ignoriert

Thanks for your patience and for the information

Could you please clarify whether you deposited on the 19th or on the 26th of June?

When have you contacted support regarding the issue?

Have you received any automated messages from email support acknowledging receipt of the email?

Please let me know.

I received no confirmation for either email, and I was also ignored in the chat. Both deposits were made on June 26th.

Habe keine Bestätigung erhalten auf beide mails nicht, auch im Chat wurde ich ignoriert. Beide Einzahlungen wurden am 26.06.

Dear benediktmerkel,

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, Munya (munya.s@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 benediktmerkel

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Lucky Meister Casino to join this discussion and provide their comments regarding the matter.

Dear Lucky Meister Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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.

benediktmerkel

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba