Lord Lucky Casino - Player has been accused of opening multiple accounts.

Hallo Leute ich habe mal ein Anliegen an euch ich habe bei Lord Lucky gewonnen wollte mir das Geld auszahlen lassen und es kam eine E-Mail zurück dass ich mehrere Konten dort hätte obwohl ich nur ein Konto habe um meine Tochter ein Konto und wir beide wohnen in getrennten Haushalt und wir beide haben uns auch mit Ausweis verifiziert doch seit dem kommt keine email zurück und der Kundenservice meldet sich auch nicht zurück obwohl der Chat Computer verlauten lässt das sich ein Agent in Kürze melden wird was kann ich tun

Dear Dackel1177,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hallo vielen lieben Dank also registriert habt sich meine Tochter glaube von einem samsung a5 und ich habe ein samsung a40 es kann natürlich sein das sich meine Tochter mal nur meinem Telefon angemeldet hat um mit ihren Account zu spielen aber mehr nicht wie schon beschrieben wir haben auch beide unsere Ausweise hoch geschickt meine Tochter sogar ihr Kreditkarte und ein Foto doch von mir wurde dies nicht verlangt lg Frau Arndt ps ich danke ihnen für ihre Unterstützung

Thank you very much, Dackel1177, for your reply. Could you please clarify if you and your daughter share IP and home address? Has any of you redeemed any promotional offer in this casino?

Ja wir teilen uns ein WLAN Router mit einem repeater verstärkt wohnen aber in zwei verschiedenen Wohnungen im selben Haus

Und ich glaube ich hatte ein Bonus in Anspruch genommen

I have checked general terms and conditions and this is what I found https://www.lordlucky.de/de/bonus:

"Before you use your welcome bonus, we ask you to read the bonus conditions carefully:

This bonus can be claimed once per customer, household, IP address, email address or telephone number."

Additionally, in the general rules, I have found this https://www.lordlucky.de/de/allgemeine-geschaeftsbedingungen:

"In order to play for real money on the website, you must register a player account (hereinafter referred to as "player account") on the website and deposit funds into your player account. The registration of a player account must be carried out by the account holder. You are only allowed to have one account on this website. If you have more than one account, you must inform us immediately. Also, only one account is allowed for each IP / household. If you open more than one account, all winnings on either account will be forfeited and all accounts may be closed. We reserve the right to take further action if necessary. If we leave your first account open, initial deposits that remain in other accounts as balances (the "duplicate account"), Added to your first account. If we discover that more than one account is registered for your household, we reserve the right to suspend or close some or all accounts for that household. All transactions made from the duplicate account will be void."

Please understand that these rules have been breached and I'm afraid that we're not in a position to help you. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Aber da ich ein repeater dazwischen habe ist es doch eine eigene IP Adresse uch habe meinen Internetanbieter gefragt und er versicherte mir das es so ist

Could you please confirm that both accounts have been previously successfully verified? Thank you very much.

Ja das kann ich bestätigen

Thank you very much, Dackel1177, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ich bedanke mich schon einmal bei ihnen wird er sich dann bei mir melden oder wie läuft das

Hi Dackel1177,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lord Lucky Casino to the conversation to participate in the resolution of this complaint.

Ich bedanke mich bei ihnen schon mal im voraus das sie mir überhaupt helfen wollen

Hat sich das Casino denn schon geäußert?

Hi Dackel1177,

We haven't heard from the casino yet. We would like to ask Lord Lucky 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Dackel1177,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter