The player from Finland has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored. Player’s complaint has been resolved successfully.
Lucky Crypto Casino - Player’s attempts to self-exclude have been overlooked.
Amount: ??
Lucky Crypto Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.9
Lucky Crypto Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
They refuse to close my account, I have emailed them dozens of times!
Automatic translation:
Public
Public
2 years ago
Dear Tanhug,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I have checked the general terms and conditions on the website, and this is what I found (here):
„35. RESPONSIBLE GAMING/GAMBLING
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@luckycrypto.com."
Is the abovementioned email address the one where your requests have been sent?
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
Public
Public
2 years ago
Dear Tanhug,
Could you please forward the original emails not a screenshot of your email box? Thank you very much in advance.
Public
Public
2 years ago
Dear Tanhug,
Thank you very much for your forwarded email. Please when applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Additionally, 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.
Example:
Email subject: Self-exclusion
I’d like to self-exclude myself permanently from this casino due to a gambling problem.
Please send another email to support@luckycrypto.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
Public
Public
2 years ago
Thank you very much, Tanhug, for the update. Do I understand correctly that the issue has been resolved to your liking and I can mark this complaint as resolved now?
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tanhug, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
