The player from Germany had repetitively contacted the online casino to request account closure due to uncontrolled gambling habits, but without success. Both chat and email customer service from the casino had advised the player to simply log out, not offering any self-exclusion options. The player had continued depositing and losing money and was seeking assistance. After the player had reached out to the casino's game and payment providers, his account was finally closed. However, the player had already lost over 10ETH due to the delay. We had attempted to engage with the casino to address the player's concerns but received no response, leading us to close the complaint as 'unresolved'. This lack of response had negatively impacted the casino's rating on our platform.
LTC Casino - Player struggles with responsible gambling settings.
Black points: 3535
Amount: €15,000
LTC Casino
Safety Index:LowNo reaction, passive regulator
UNRESOLVED
Case summary
I have repeatedly requested the website www.ltccasino.com, both in chat and via email, to close or suspend my account. I stated that I no longer have control over my gambling habits. However, support only advised me that "...I should log out and not log in again..." and that "...there is no such option since they are a No KYC Casino...", as seen in the attached file.
The casino does not provide a self-exclusion option either.
Despite several requests to close my account, I could still deposit and gamble money.
I have lost over 10 ETH, which were my total savings.
At my attorney's advice, I should file a claim for damages and ask once again in writing to close my account.
Today, the only response I received was "... that I have no claim to compensation...". They did not even respond to my renewed request to close my account.
In my desperation, I am reaching out to you, as well as PragmaticPlay and the casino's payment provider.
Dear schmiederkay84,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I've registered with this casino to explore whether there's a specific section for entering personal information. For the initial registration, only an email address and password are required. After setting up the account, players can choose to enhance their profiles.
- Have you completed this step?
Additionally, as you've previously noted, the casino's Terms and Conditions explicitly state the authority to temporarily or permanently block players for the use of abusive or insulting language:
The Casino reserves the right to block (temporarily or permanently) the account of a player who intentionally or recklessly uses abusive or insulting language (verbal threats, humiliating statements, racial or sexual slurs, scandalous statements) addressed to employees of Live Support service and other employees of the Casino. In this case, the player must withdraw all funds from his account within 72 hours.
Therefore, the option for permanent self-exclusion from the casino due to gambling issues should be readily available without any uncertainties.
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
Yes, I have provided my details (last name, first name, date of birth).
I was desperately looking for a self-exclusion or temporary blocking, as is possible in other casinos - but there simply isn't one.
That's why I contacted chat and support via email. But apparently the LTC Casino doesn't care about what the customers/players want. In my opinion, this behavior - not closing the account at the player's request - violates all "fair play guidelines" as well as the so much advertised "responsible gaming". You consciously accept the player's loss of control and total loss.
It's a shame that game providers like PragmaticPlay or payment providers like cryptoprocessing support such a casino.
Dear Casino Giro team,
something new has emerged. In addition to PragmaticPlay, I also contacted the payment provider Coinspaid.
He contacted the LTCCasino and suddenly it was possible for my account to be closed.
It's unbelievable that I was always told in chat and email that this option wasn't available - and suddenly it works! People lie to you so brazenly and shamelessly.
This means that if this had already been done at my request, then the loss of over 10ETH would not have occurred.
How should I behave now?
At least your account has been successfully blocked.
- Can you verify that your initial request for the account to be blocked was made on September 13th, 2023?
- Do you happen to have retained the relevant communication that includes your request and the reason for your self-exclusion? If yes, please forward it to petronela.k@casino.guru.
Thank you.
Yes I can confirm that. The answer - I emailed you the casino's email.
However, before I contacted email support, I asked several times in the chat to close the account. The answer was the same that "...such an option is not available..."
Thank you very much, schmiederkay84, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear schmiederkay84,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Hello Jozef, thank you very much. I hope you can achieve something.
I have written to the LTC Casino several times but so far I have only been told that they see no reason for a refund (no reason, my allegations have not been addressed).
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 schmiederkay84,
I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed and has a questionable safety index on our site. I am forced to close this complaint, note that it will have an impact on their safety index on our website.
If you have any questions or need further assistance, please let me know.
Best regards, Jozef
