Lucky Casino - Player's account reopened despite gambling addiction.

They reopened my account that was closed 2021 due gambling addiction. I dont yet have original closing conversation, however they did confirmed by email that I closed my account due gambling addiction. They told me that they are allowed to reopen an account like this. I even wasnt the one asking to reopen, they asked that would i like to do so. I think this is very wrong towards someone who has an addiction and the casino knows it.

Dear Mag7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckycasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what the disputed amount (€251) represents in this situation?
• If you find your original request to self-exclude in the casino due to gambling problems, please forward it to my email at tomas@casino.guru
• Alternatively, please send me the correspondence from the casino admitting they knew about your gambling problems.
• Could you please confirm the website of the casino? Is the correct website https://luckycasino.com/ ?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

That amount is what I lost since my account reopening. I dont have yet the original conversation, I have made gdrp request for that.

I didnt remember that my account was closed due gambling addiction. I asked them what was the reason for my account closure, and after that they immediately closed my account.

The site is correct one.

Here is the email they sent me.

Is it really allowed for a casino to reopen an account that is closed due gambling addiction?

They were the ones asking that would I like to reopen my account. That was immediately after i asked them opinion that should the whole lisence be blocked if one casino under group is closed permanently due gambling addiction. I think this also tells a lot that they dont care about the responsible issues at all. It is like they want addict person to continue using their site.

I now got the original closure conversation, and the one where they asked about account reopening. I sent them via email.

Thank you very much, Mag7, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

They have declined refund based on that I have reportedly asked to reopen my account.

Is this really true that mga allows this even to someone who has asked permanently close account due addiction?

Why dont department check what has been the original closing reason? They were able to do it when i asked that, so I think there isnt any reason why it wasnt done before reopening an account.

Has mga rules changed recently regarding this or has it always been like this?

I copypaste here the conversation that leads reopening my account:

Hello. If you would know my account is closed here due to addiction and I come to ask that am I still allowed to use your sister site. How would you answer this?

We don't have a sister casino anymore, but you can try to open your game account again at our LuckyCasino. If that's what you want, we'll ask you a few questions, after which we'll send your answers to our responsible gaming department, who will review your answers.

As everyone can see, I didn't contact this casino thinking about opening my account again. I contacted them with overall question regarding addiction, that I was looking answers for from different sites regarding another case. The only thing that they think is reopening an account even when someone has just asked about addiction.

Dear Mag7,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I would also like to hear from Lucky casino that how it is possible to get an account reopened from email that wasnt registered with my account? You didnt even identify me in any way when I answered your questions and when you decided to reopen my account. You asked my personal details many days later when you already had decided to reopen my account.

I have now heard that MGA rules let casinos to reopen an account that was closed once due addiction. This is correct if there is 7 day cooling off period set after and casino asks few questions. I need to say how disappointed I am at the moment. I have always understood MGA is really strict regarding responsibility, but that isnt true at all. Im happy at least that most sites still dont do this, no matter what you would say to them.

I dont think Lucky casino will answer, they havent been wanting to talk this at all with me. It has been a while since I have seen a casino like this that clearly wants to benefit from someone who is sick.

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 have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Mag7,

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

jozef.k@casino.guru