Lucky 31 Casino - Player requests refund over gambling addiction concerns.

I've been struggling with a gambling addiction, and Lucky31 deliberately allowed me to keep depositing funds to my account. Matt from the customer support reached out to me via email saying he noticed some worrying behavior of me complaining on Evolution gaming's chat about my big losses.

I set a monthly deposit limit of 300euros that somehow got lifted from my account without me doing anything.

After I reported this incident in the chat, the customer support lady told me they'd analyze my case and get back to me in 72 hours which didn't happen until now and blocked my account so I couldn't gamble anymore.

After looking closely into this matter, I also realized Lucky31 is not licensed to operate in Portugal and shouldn't be accepting portuguese players, therefore i'd have a right to ask for all of my deposits back made until this date.

However, I'm only asking a refund of my last deposit of 130euros, since I expressed my concern with gambling addiction and they knew about it already.

Dear CasinoGoddess29,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Hey Petronela

I sent the screenshots to the email address you provided. I also set a deposit limit on my account that was lifted by Lucky31 without my authorization but I have no way to access my account or to prove that since I never got an email from them, it was all done through the platform itself.

I also sent another email with the screenshot of an email from their customer representative ''Matt'' that showed concern about my case, they deliberately allowed me to keep depositing and losing money after my self exclusion period was over even though they noticed ''problematic'' behavior, which, on top of not being licensed to operate in Portugal, is very irresponsible.

Thanks for your hard work helping me with this case!

Carlota

Screenshots from the player:

Hi CasinoGoddess29,

I have thoroughly reviewed the entire correspondence forwarded to me. It appears that back in October 2023, you requested to have your account closed for a month. Subsequently, upon resuming gameplay, you expressed concerns on the game provider's platform regarding losing all your funds. In response, the casino proactively sought more information from you, inquiring about a potential gambling issue, leading to the closure of your account. Does this accurately depict the sequence of events?

Based on this information, it seems that the casino acted within their regulations by promptly blocking your account.

Furthermore, I regret to inform you that at Casino.Guru, we do not handle complaints regarding licensing regulations and policies. While I empathize with your situation, unfortunately, we are unable to offer assistance in this matter. Our role primarily involves serving as an impartial database for online casinos, mediating player disputes. However, we lack the authority to enforce the legality of rules.

In the interim, you have the option to utilize our Self-Exclusion Assistance Tool. This tool enables you to block your casino accounts across multiple gambling establishments simultaneously and is independent of any specific casino. Designed to aid individuals facing challenges with their gambling habits, it helps limit access to gambling and reduce the risk of further harm.

Should there be any additional information I may have overlooked, please inform me. However, regrettably, I may be compelled to dismiss your complaint as unjustified. I wish I could offer more assistance.

Thank you in advance for your understanding and response.

Hey again Petronela thanks for your reply

I have no way of sending you a screenshot of this, but after I took a gambling break on October I decided to take more measures to my account manually in January and limited my deposits to 300euros a month. However, when I looked back at the beggining of the next month that limit was lifted without me doing anything. I don't have a screenshot to prove this only my word against the casino, but since they had me as a ''problem gambler'' on their platform I don't understand why they'd remove the deposit limit on their website without my consent.

I already started a chargeback with my payment provider since you told me you can't deal with license regulations, and I'm hoping something positive comes out of this situation. I feel like the casino could have been more transparent and block my account immediately following my rant on Evolution that night, since they acknolewdged it was problematic, but as you see with problem gamblers, it's hard to admit you have an issue and you're hoping the casino has your best interest in mind since I deposited and lost so much money on their platform.

Best Regards

Carlota

Hi CasinoGoddess29,

I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.

Unfortunately, you do not have any supporting evidence that you requested these limits.

Can you please specify the dates when you raised your concerns about the gambling problem on the game provider's website and when your account was blocked?

I noticed that the casino contacted you on the 9th of February requesting more information about your concerns on the game provider's website. When exactly was your account blocked?

Thank you.

Happy Sunday Petronela

I can't give you the exact dates as my account is currently blocked, but I raised my concern to Evolution 2 days before I got that email from Matt from Lucky 31's customer support so that would be around the 6th or 7th of February and my account only got officially blocked only on the 14th of March when I requested a refund of my deposit, and they didn't attempt to restrict my account anytime before that.

Best Regards

Carlota

Hi CasinoGoddess29,

I apologize, but it appears that the casino acted reasonably by promptly blocking your account after you notified the game provider about your gambling issue. If you had contacted the casino directly initially, it could have expedited the process, and I would recommend doing so for any future incidents. In my opinion, the casino went above and beyond by reviewing the forum where you raised your concerns.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear CasinoGoddess29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Seems like this is a losing battle against Lucky31. I raised a chargeback and complaint with Skrill and there's nothing they can do at this point. Guess i'm staying away from that casino moving forward. I still think they tried to set me up when they removed my deposit limits, but it's probably better to just forget about this complaint and move forward from this situation.

Thanks for your hlep!

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.