HomeComplaintsLucky Circus Casino - Player requests account closure but receives no response.

Lucky Circus Casino - Player requests account closure but receives no response.

Amount: €1,000

Lucky Circus Casino
Safety Index:High
Submitted: 04 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 11h 39m 45s

Case summary

12 hours ago

The player from Germany expresses frustration over the lack of response from Lucky Circus Casino regarding her account closure request. After losing several thousand euros, she attempts to close her account but faces difficulties through the contact form and live chat, leading to further deposits despite her intention to stop playing.

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1 month 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.

Automatic translation:
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1 month 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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3 weeks 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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3 weeks ago
Translation

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.

Automatic translation:
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3 weeks 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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3 weeks ago
Translation

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.

Automatic translation:
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3 weeks 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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3 weeks ago
Translation

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.

Automatic translation:
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2 weeks 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 week 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 week 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 week 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.

Automatic translation:
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14 hours 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?

Waiting for approval
Waiting for approval
12 hours ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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