The player from Germany expressed frustration over the lack of response from Lucky Circus Casino regarding her account closure request. After losing several thousand euros, she attempted to close her account but faced difficulties through the contact form and live chat, leading to further deposits despite her intention to stop playing. The issue was resolved with her account being permanently closed on October 22nd, following a self-exclusion request made on October 8th. Although the account closure was confirmed, the player noted ongoing concerns about the casino's support and player protection measures.
Lucky Circus Casino - Player requests account closure but receives no response.
Amount: €1,000
Lucky Circus Casino
Safety Index:HighSafety Index
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8.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello Casino Guru Team,
I have been playing at Lucky Circus Casino for a few weeks. I was enticed with a 150 Euro bonus through an email that was sent to me out of the blue, even though I had never registered there. Unfortunately, I took the bait, registered, and have since lost several thousand euros. A few days ago, I had enough and wanted to close my account. First, I tried the contact form, but there was no response. Then I went to the live chat, where they told me I couldn't close my account there and needed to send an email to support. I did so, but there has been no response for several days. In the meantime, I ended up depositing over 1000 Euros again... I didn't want to, but the addiction got the better of me. I am very angry that my direct request to close the account was ignored and no action was taken. Today, I didn't even receive any receipts for the payments, which normally came via email.
I find Lucky Circus's behavior irresponsible.
Best regards, C.
P.S. Unfortunately, I can't upload the screenshot of my email.
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2 months ago
Dear claudiaHH,
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 a gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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2 months ago
Thank you for your email.
I'm sorry to hear that you don't have any screenshots of your request to close your account due to gambling addiction prior to October 8. Unfortunately, we can only assist players in obtaining refunds if they have explicitly communicated their gambling issues and the casino has failed to close their account. In the emails you shared with us, it appears that you mentioned your struggle with controlling your gambling only yesterday for the first time. Have you received a response from the casino regarding your recent request?
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2 months ago
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Hello Veronika,
No, I haven't received an answer. Of course I'll let you know.
There was no mention of a stake limit, and there has simply been no response for days. Player protection is not a priority here, and neither is support. I have never experienced a live chat that cannot close an account. Nor was there any question as to why closure was desired in the first place. I find the behavior and support to be completely inadequate. My uncontrolled gambling behavior is of course my fault, but there should be better protection, as the casino notices it, especially after my inquiries.
Thanks anyway for the answer & kind regards, C.
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2 months ago
I have checked the Responsible Gaming section of Lucky Circus Casino, and here’s what I found regarding their Personal Limits feature:
Personal Limits
To assist you in gambling responsibly we offer the Personal Limits feature. You can set limits on the amount you lose or wager. This functionality can be set by sending an email to customer support at support@luckycircus.com
Limits can be amended at any time. A decrease in the limit will take effect immediately, however an increase may only occur after email confirmation and only after the previous limit of the same type expires, in order to avoid rash decisions. If you require further information or assistance regarding Personal Limits, please contact our support team at support@luckycircus.com
Loss Limit. A limit on your losses in the casino for a day, a week, or a month.
Wager Limit. A limit on the wagered amount for a day, a week, or a month.
Cooling-Off Limit. You can set a Cooling-Off Period for a definite period of time. While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be re-activated.
Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiring your account will automatically be re-activated.
Self-Exclusion By Request
Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at support@luckycircus.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.
If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@luckycircus.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.
Please note that active self-exclusion does not make you exempt from the verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits.
It appears that the casino does not offer an option to limit deposit amounts. I understand how frustrating this may be, as having the ability to limit deposits could help players manage their spending more effectively. I apologize for any inconvenience this may cause. However, as a general policy, we do not handle individual complaints related to responsible gambling tools. While we recognize the importance of these features, verifying their proper setup can be complex, and we believe it is more constructive to encourage casinos to implement additional responsible gambling tools rather than penalize them for any potential issues during implementation.
Have you received any response to your self-exclusion request yet?
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2 months ago
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Hello Veronika,
I haven't received any response yet. I can still log in, I just tried it. However, I haven't deposited anything.
It shows me how Lucky Circus Casino treats players. It seems to be a mixture of lack of
sense of responsibility, greed and arrogance.
I've only experienced this in one other casino, otherwise everything was fair. Of course, there are plenty of losses anyway!
I appreciate your effort, Veronika, and thank you! I know there's not much you can do.
My aim is to criticize this kind of behavior. I pay the money as a lesson and as an incentive to stop playing.
Best regards, C.
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2 months ago
Thank you very much, claudiaHH, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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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2 months ago
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Thank you very much. As an update, yesterday, after 5 days, I received a reply from Lucky Circus to my email requesting a blocking and expressing problematic gaming behavior: "my email had been lost in the archives." I was asked again whether I wanted to block my account. I replied directly yesterday afternoon, but still no result. I can still log in.
Best regards, C.
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2 months ago
Hello claudiaHH,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Lucky Circus Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? According to the player's last post in this thread, I am hopeful that the self-exclusion process is well underway.
Thank you in advance.
Respectfully,
Michal
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1 month 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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1 month ago
Dear claudiaHH,
I am trying to contact the casino internally, outside of this thread. I will let you know with any updates. Thank you for your patience.
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1 month ago
Translation
Hello Michal,
My account has now been closed. But it took a very long time. I find the support to be inadequate.
Thank you very much for your support!
Best regards, C.
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1 month ago
Dear claudiaHH,
I am glad to hear that your account is permanently closed. From the evidence you have provided us, I can see that you asked for self-exclusion due to problem gambling on the 8th of October. Can you tell me the exact date your account was closed?
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1 month ago
Translation
Hello Michal,
Thanks for the answer. On October 22nd I received a reply from Lucky Circus saying that my account was closed. Unfortunately I still receive promotional emails, but I can no longer log in.
Best regards, C.
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1 month ago
Dear claudiaHH,
Did you make any deposits between the self-exclusion request and the date of the account closure?
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1 month ago
Translation
Hello Michal,
To be precise: I first asked for an account closure, not a self-exclusion. (Veronika pointed out the difference in her post) After that I lost more money. After the clear self-exclusion request on October 8th following correspondence with the casino, I did not lose any more money.
The whole process took a long time (the casino responded on October 22nd, see above) and in my opinion Lucky Circus delayed it on purpose. However, it was my mistake to just close my account at the beginning instead of having it blocked.
Best regards, C.
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1 month ago
Thank you for the confirmation.
With all of the above taken into account, do you consider this case to be resolved, since your account is permanently closed?
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1 month ago
Translation
Hello Michal,
Yes, I consider the case solved.
However, I still feel that the support is inadequate in terms of speed and player protection.
Thank you for your support!
Best regards, C.
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1 month ago
Dear claudiaHH,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
