The player from Germany had requested self-exclusion at Lovecasino due to gambling addiction, but was ignored and was able to deposit another €100. She demanded this amount back as the casino had failed to consider her self-exclusion request. Despite her attempts to communicate with the casino, she received no response. We had attempted to reach out to Lovecasino multiple times without success. Given that the casino was operating without a valid license and didn't refer to any ADR service, we marked the complaint as 'unresolved'. We had recommended the player to choose casinos based on their reviews and ratings in the future.
Love Casino - Player’s self-exclusion request ignored by casino.
Black points: 42
Amount: €100
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
I requested a self-exclusion at Lovecasino, see attachment, but this was ignored. The next day I was able to deposit another €100, I am demanding this back, as my desire for self-exclusion due to gambling addiction was ignored and thus, I was not protected.
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2 months ago
Hello Lesa,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Love Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is currently still open? If not, since when it is closed? Did you make any other deposits other than you mentioned here? When was the last time the casino responded to you and what was it about?
Please keep in mind that it might take up to 48 hours to process a self-exclusion request.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
I requested a refund but never received a response. My request is simply ignored. I applied for self-exclusion on March 1st and was able to deposit money a few days later.
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2 months ago
Translation
I even received a text message from Lovecasino today even though I am banned and addicted to gambling. Please contact Lovecasino immediately
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2 months ago
We have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Nick
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