LuckyKoala Casino - Pelaaja ei voi sulkea tiliään.

The casino won't close my account!

Das Casino schließt mein Konto nicht!

Dear tlipki, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I now have

habe ich nun

The casino closed my account, but I still had 11.43 EUR in credit. I want that back

Das casino hat mein konto geschlossen, allerdings hatte ich noch 11,43 EUR guthaben. das möchte ich zurück bekommen

Could you please specify for how long the casino closed your account? If you received any emails from the casino after your account was closed, kindly forward them to me at veronika.f@casino.guru.

Has the casino customer support informed you about the payment of the remaining balance in your account?

My account is closed forever and I have not received any mail

Mein Konto ist für immer geschlossen und ich habe keine Mail erhalten

Thank you for your reply. Do you have any screenshots confirming that you still had 11.43 EUR in your account? The disputed amount you submitted in this complaint was zero.

No, I don't have a screenshot. The session ended in the middle of the game

Nein, ich habe keinen Screenshot. Die Session wurde beendet mitten im Spiel

Thank you for the clarification. Was the confiscated amount bonus money or real money? Was your gameplay interrupted while you were wagering a bonus?

It was real money

Es handelte sich um echtes Geld

Thank you very much, tlipki, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello tlipki,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LuckyKoala Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The player's account has been closed for good already. The remaining balance, which appears to be the disputed amount of this case, has been transferred successfully to the player's bank account. The funds should be available to them, if not already. 

Kind regards, 

LuckyKoala Casino

Is there thanks

Ist da danke

Dear tlipki,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru