The player from the United Kingdom, who identified as having a gambling addiction, was upset that the casino had only temporarily closed his account instead of implementing a permanent block. The player was also seeking a refund. After the player had provided more details about the frequency of temporary account closures, we attempted to contact the casino for their response. However, the casino failed to respond within the given timeframe. As a result, we were forced to close the complaint as 'unresolved'.
Hand of Luck Casino - Player struggling with gambling addiction claims casino neglect.
Black points: 779
Amount: £1,500
Hand of Luck Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.1
Hand of Luck Casino has a Safety Index of 3.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
10 months ago
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11 months ago
Good evening
I’ve had a major problem with the casino regarding the closing down of my account. I have a bad gambling addiction as the casino knows because I’ve told them atleast 10 times now . When I’ve told them this they only temporarily close my account so I’m still able to gain access to the account and reopen it anytime I want too I’ve lost too much money to this site which is ridiculous and outrageous. I’ve tried to block the site but it’s seems that I can’t do that either. The casino should help people more with gambling addiction like fully blocking their account instead of temporarily banning people like myslef knowing full well I’ll reopen it and gamble again. I’m also seeking help with my addiction and I can’t get pass this obstacle
without someone’s help. Am I able to get my money back because I think the casino has neglected me and Dosent care at all. Thanks
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11 months ago
Dear callumwoody1233,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hand of Luck Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise when your account was closed temporarily?
- Was your account closed, once or multiple times?
- Would you be so kind as to forward me the account closure requests that you sent to the casino?
- My email address is tomas@casino.guru Please, include any relevant correspondence from the casino as well.
Thank you very much in advance.
Best regards,
Tomas
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11 months ago
Dear Tomas
my account was temporarily closed yesterday night, im
not gonna lie to you I’ve got a lot of emails where it’s been temporarily closed probably about 80/100 as I kept on opening my account again and betting and telling them I do have a gambling addiction but then they kept on letting me bet. I can certainly email this across to you. Thanks , Callum ****
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11 months ago
Thank you very much, callumwoody1233, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear callumwoody1233,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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11 months ago
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.
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10 months ago
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
