LuckyKoala Casino - Pelaajan tilin sulkemispyyntöjä ei oteta huomioon.

I have requested my account me closed by sending 6 emails which are being ignored.

i used live chat multiple times to be told to wait for a response from the emails. But nobody is responding!

Dear D1989,

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/have gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi have forwarded on those emails now.

Thank you for your reply, D1989. Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway. Alternatively, you could request self-exclusion claiming you have gambling problems, but we prefer to recommend this option only if a player indeed suffers from it.

If there is anything else I could help you with, please let me know; otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

They make it impossible to self exclude or block account!!

bevause of this I spent €244 I when I shouldn’t have had access to the account.

there is no customer service, the online chat tell you to send queries to the email addresses but they don’t respond

If you tried requesting self-exclusion due to gambling addiction, please forward this message to me.

i requested self exclusion but shouldn’t have to give my private business to achieve this

D1989, I understand this situation must be disappointing, but I am afraid that we won't be able to proceed further with this case. Since you didn't request self-exclusion due to gambling addiction and decided to avoid providing further information, our options to assist you became very limited.

Due to the aforementioned reasons and considering the original reason for the account closure request, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.