The player from Germany, who suffered from a gambling addiction, had requested the casino to permanently close his account. However, the casino had reopened it, and he had lost €638 due to gambling. The player confirmed that he had asked for the account to be permanently closed due to his addiction but later requested reactivation. We had contacted the casino to discuss the issue, but they did not respond. As a result, we had to classify the complaint as 'unresolved', which could have negatively impacted the casino's rating. We had suggested the player to file an official complaint with the casino's licensing authority.
Lucky Bandit Casino - Player's account reopened despite self-exclusion request.
Black points: 390
Amount: €638
Lucky Bandit Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 months ago
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4 months ago
Translation
Dear Sir/Madam,
I had requested the casino via email on November 17, 2023, to permanently close my account. I also indicated that I have a gambling addiction.
On November 20, 2023, they closed my account.
However, they reopened it upon my request on December 5, 2023. Even though I asked the casino to keep it permanently closed. Due to my gambling addiction, I do not have control over gambling. The reopening of the account has resulted in a total financial loss of 638 €! Therefore, I urge you to persuade the casino to refund my 638€.
Best Regards,
Automatic translation:
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4 months ago
Dear eurogalaxy85,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Am I correct in understanding that you reopened your previously blocked account, which had been suspended on November 20, 2023, and resumed playing on December 5th?
- Have you submitted a request for the reactivation of your account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Translation
Yes. I submitted a request to reactivate my account December 3, 2023.
However, on November 17, 2023, I asked that my account be permanently closed due to gambling addiction!
Automatic translation:
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4 months ago
Thank you very much, eurogalaxy85, 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.
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4 months ago
Dear eurogalaxy85,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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4 months ago
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.
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3 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear eurogalaxy85,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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