Hand of Luck Casino - Player struggling with gambling addiction claims casino neglect.

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

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

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 ****

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. 

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.

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