The player from Germany struggled with a gambling addiction and had attempted to unsubscribe and deactivate her account for the past four weeks, sending around 30 emails without success. She continued to play, losing money and feeling that her account might be part of a scam, as she had not received any follow-up from the casino despite requesting help. The Complaints Team was unable to assist further due to the casino's lack of cooperation, as evidenced by multiple closed cases under a 'No Reaction Policy.' Consequently, the complaint was closed as 'unresolved,' and the casino's overall rating was affected, with a strong recommendation to avoid Love Casino.
Love Casino - Player’s account closure request remains unaddressed.
Black points: 458
Amount: €3,000
Love Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello. I am addicted to gambling and have the problem that I am registered with this casino. About 4 weeks ago, I tried to unsubscribe and deactivate my account. The problem is that I was referred to two different emails, and I've already sent around 30 emails requesting that my account be closed due to gambling addiction. I specifically mentioned multiple times that I don't want to play there anymore and I'm very certain about it. I also wrote the emails in English and included my details. The problem is I'm unfortunately still playing there because I'm addicted. I top up money almost every day to play there. However, my total winnings have only been €200 from around €3000 spent. Additionally, the slots seem very manipulated to me. Moon Princess 100 and Rise Of Olympus 100 never give out winnings of 50+ during free spins with €1 bets. I also keep seeing the same symbols repeatedly, which is very strange. This makes me feel like it's a scam casino. I always paid with Cashlib but I'm also verified there. Unfortunately, I no longer have the emails I sent because I'm afraid my wife will find out. I have written multiple emails and contacted chat support about 50 times to ask about the status, and every time they assure me that it will be sent to the VIP manager and that I will be contacted. However, I have never been contacted and haven't blocked their email or anything like that. I've also been receiving spam emails and calls since I registered on this site. Mentally, I simply can't take it anymore. I'm also not sure if it's a fake site. I even asked in the chat about setting a deposit limit, but they don't have that either. So, for about 4 weeks, I haven't been banned and I'm losing money due to my gambling addiction.
Automatic translation:
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2 months ago
Dear Ruhrpott44,
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/with a gambling problem).
Do I understand correctly that you have no evidence of you requesting self-exclusion in this casino at all? Please note that without evidence, we are unable to contact the casino and try to assist you get the refunds of your lost deposits back. If you happen to find any emails or screenshots of your conversations with customer support regarding your self-exclusion, please forward them to me at veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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2 months ago
Translation
Thank you for the answer. Unfortunately I no longer have any screenshots or emails because I deleted them immediately. However, I have now done what you advised me to do. I have sent emails again about self-exclusion. I have continued 2 different emails that are responsible for this. I wrote this once in English and once in German and will keep the emails this time. I will send you the screenshots of the emails anyway. And thank you very much
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2 months ago
Translation
Hello Veronika. I sent you some screenshots via email. You can see me writing several emails requesting self-exclusion. Instead of closing my account, however, the email I wrote simply increased my balance to €10. The screenshots show emails, including the one from lovecasino, with the time and date. I hope everything arrived. I wrote my Casino Guru ID underneath so you can identify it. Likewise, the slot games that I played there and lost 98% of my money for are APPARENTLY not licensed. I played Moon Princess 100 and Rise of Olympus 100 from Play and Go. The slot doesn't behave like those from other casinos and mostly shows the same image. The home button also doesn't work when you're playing. In other words, you can't go back to the home page, the button simply doesn't respond.
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2 months ago
Dear Ruhrpott44,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Love Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Love Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
