Hand of Luck Casino - Player struggles with addiction but casino won't close account.

Good afternoon,

im going to be open and honest about this, I have a gambling addiction and I’ve been contacting the casino about this and all they can do is temporarily close my account, it’s really hard because I can still reopen it and play they do not close your account at all it’s only temporary. I’ve lost a lot of money during this period. I’ve reported this three times to the casino which is outrageous and I’m still able to gain access to my account and still play. I’m currently seeing a psychologist about my gambling problem and it’s hard to not gamble when it’s an addiction. I’ve asked for some sort of compensation or somthing due to them not fully closing my account after several times of saying I have a gambling addiction which is outrageous. Can someone tell help me please.

thanks

Hello callumwoody123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi I’ve just reopened my account again to go through the self exclusion which seems like it’s the exact same same as just closing the account and you’re still able to reopen this straight away they mention in there terms and conditions that the account will only fully close after 30 days of temporarily closing the account which is outrageous for people like me because it’s so easily accessed

I’ve also tried to block there websites but it seems like there’s always a way around it and non of there links work and you have to pay for them also and they look abit dodgy. The casino should be blocking my account straight away after me telling them about my gambling addiction. Many other casinos have blocked me and denied me access to my account so why can’t they do it. It feels like there taking my gambling addiction and using it for there own benefit

Hello callumwoody123,

Did the casino reopen your account since the last e-mail you forwarded? Is it currently open or close?

The account is back open again at the moment yes

Thank you callumwoody123 for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

hi is there any chance that we could speed this process up as this is getting out of hand abit now , the casino isn’t helping one. It by changing there merchant name so I can now deposit even tho I’ve put a gam ban up on my card

Dear callumwoody123,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you jozef

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear callumwoody1233,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have a negative impact on their safety index on our website. 

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru