LT Casino - Player’s account violation leads to deposit issues.

Hello Support,

Despite having requested a permanent self exclusion I was able to join LT.com and lose at first €1670,-. When I reached out to the casino and asked for explanation they confirmed that they have permanently closed my casino account and that I will be unable to play again. They confirmed that if a permanent self exclusion is requested operator wide they will enforce this but they failed in my case.

Today after logging in to check something I ended up depositing another €2330 and lost it despite the casino having confirmed to me that a permanent self exclusion was set and I am unable to deposit and play. This obviously failed as I should have been unable to deposit and play..

Because of that I would like to get a full refund from the casino for their mistakes.

Dear Youssf,

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 gambling problems).

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please specify the reason for closing your account?

Could you please advise if you have requested a self-exclusion from LT Casino directly?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Kindly forward the account closure request to extend your self-exclusion to all brands under the company's license too.

Looking forward to hearing from you. 

Best regards, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Dominika,

Let me try to explain the whole case so you can understand what's going on and why I do believe that I should get a refund and Casino Guru could assist me,

First of all in November 2023 I was playing on 30bet.com which is a sister casino and requested them a permanent self-exclusion operator wide for all casino brands. This request has been received and I have some supporting chat for it too. Anyway, this info is good to know for the explanation later.

On December 6th 2024 (over a week ago) I got somehow some advertisement and ended up joining LT.com despite being on the CRUKS system in The Netherlands (and 'officially' this casino is not allowed to operate here but thats not a complaint worth on this platform). As a player I deposited multiple times and lost a total amount of €1670,-

Feeling duped and harmed I sent out an email to the casino explaining the situation and that I do believe that I am fully entitled to a refund given their failure of this casino (allowing me to deposit despite the permanent self exclusion request). This week the casino responded to me and informed me that unfortunately, they have to refuse my claim but they have closed my casino account permanently so I an unable to use it. At least thats the casinos claim.

I quote (as you will see in the attachment):

One specific term you agreed to during registration is as follows:

 "Players can choose to self-exclude from a specific brand if they feel it necessary to control or limit their gambling behavior. It's crucial to understand that a self-exclusion request for one brand is specific to that brand alone. It doesn't automatically apply to other brands, even if they operate under the same licensing umbrella. If a player wishes to extend their self-exclusion to all brands under our company's license, they must explicitly reach out to our Support Team for this purpose."

This means that regardless of my complaint this casino accepts permanent self-exclusions if you explicitly request this which is (in my point of view) also worth a complaint on this platform as this is the casinos own T&C which I have to comply with and the casino too.

Anyway the casino confirms that my self exclusion request is received accordingly as the casino confirms that my casino account is closed permanently!

Yesterday (Saturday) I wanted to make some screenshots and logged into my casino account. The casino account was fully working and not only working I was also able to deposit money and gamble for a long time resulting in a additional loss of €2330,-

Today, before sending you this complaint I was able to deposit again and lose a total amount of €2500,-

This means that after the casino confirmed my self exclusion being set permanently I was able to lose another €4830!! while the casino confirmed that my permanent self-exclusion was set.

It is also up for debate if I would have lost the €1670 in the first place too as I complied with their own T&C regarding the self exclusion policy operator wide which they do offer to their casino players and casino brands.

Because of that the disputed amount is now €6500 and I do hope that Casino Guru agrees on this claim based on the supporting evidence I have sent you and the casino's T&C that facilitate a operator wide self exclusion if requested explicitly.

For what it is worth, this casino claims to have a live chat but thats not working/no live chat agents are available and you can write whatever you want no reply will follow.

The request to you Dominika is to set all screenshots on private please!