Lucky Barry Casino - Casino failed to permanently close player's account.

Hello I am not sure if you can help me but a while ago I wasn’t happy with using the sight luckybarry and asked them via email to close the account and told them I had problems and do not want to gamble and deposit anymore and didn’t think they was legitimate anyway considering all the payments they take go through as construction or advertising and so on and I said this to them. They said they would temporarily block my account to which I said that is not good enough I want it blocking permanently. They reassured me and told me this had been done. Months had gone by and I am constantly receiving emails of them to deposit and with it being this long I didn’t realise it was one I had asked to be blocked from and because of problems ended up depositing again. I then realised the payments again are going through the bank as different companies and when I checked previous emails I found them asking if they would permanently block me. I have contacted them about this and said I would not of been able to deposit if they had done this and they have been unapologetic and basically do not care and tell you it’s your own fault. Is there anything that can be done I am trying to avoid these sites and when I see the payments are taking from offshore fake businesses I do not play on them. I have asked for their dispute process but I am being told only email to support is what I can do and they are not dealing with my complaint. Thanks

Dear CheyT82,

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).

Could you please forward me the initial account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi, thanks for your reply I have sent you the emails that I sent and the replies I got when I first asked.

Thank you for your reply, CheyT82. Do you currently have access to your casino account? Also, could you please clarify the dispute value (£220)?

Have you tried contacting the casino regarding this issue? Please forward me any recent communication between you and the casino.

Hi yes since asking to have the close permanently closed they let me deposit 220 pounds and yes I have brought it up with them and they have told me it’s basically my fault and that they cannot close the account for more than 30days, because they have to keep data to which I replied they can keep data and permanently block the account. Thanks I will send you the emails.

If you happen to have a conversation where you mentioned a gambling problem (not just a "problem") before depositing saved, please share it with me, as I was unable to find it in the email you sent me. Without it, we can't confront the casino and conclude how they were supposed to protect you and ask refund on your behalf.

Thank you in advance.

Hi, I have sent screenshots of the emails so you can see the part clearly that I ask for it to be blocked permanently and this was last year. They reassure me it will be in the emails. Thanks

Hi, in the first email I state I want to stop gambling and I have had problems, but in the second email after them sending me one stating I want to temporarily close the account for 30days, it’s clear I am calling them out for being irresponsible (I actually say this in the email) because i have told them I want to stop gambling because of having problems and then they reassure me it will be so it is clear what I am asking for and they failed to protect me and close the account permanently. Thanks

Although I understand your point of view, a "problem" can be anything - your car broke down, you lost a friend, your boss hates you and I can go on. A gambling problem, on the other hand, expresses clearly what the issue is - you are struggling to gamble safely and responsibly. Unfortunately, you never said you had a gambling problem.

If you still have access to your casino account, I recommend that you request self-exclusion again - properly this time. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If your account has not been closed, please send another email to Lucky Barry Casino and keep me informed about any further developments. If you do not have access to your account, please let me know as well. Thank you in advance.

I wrote all you have stated in the emails and if you read them you see they tell me they will not close it permanently and for only 30 days. They do not care just want people to deposit and in the second email and others after it I clearly stated all of this. I do not have access to the account it has been closed for 30 days as they state.

I saw your emails and as I already explained, we cannot consider this to be a valid self-exclusion request.

Since your account has already been closed, we are not able to assist you further. If your account is reopened, please request self-exclusion properly following my instructions. If you disagree with our decision, you can always try contacting the licensing authority as they have more tools and options to help.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.