The player from Germany had requested to have her account blocked due to gambling addiction, but her request was not processed, resulting in a loss of funds. When she inquired about the lack of action, she was informed that she had not responded in the chat. She sought a refund but had been denied. The issue was resolved by confirming that her account was now closed, but without the necessary evidence, the complaint could not be further addressed.
Lucky Hunter Casino - Player's account was not closed as requested.
Amount: €4,000
Lucky Hunter Casino
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
20 hours ago
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2 weeks ago
Translation
I asked in the online chat to have my account blocked due to gambling addiction and then I left again! This wasn't done, which led to me losing all my money the next day! When I asked why my account hadn't been blocked, even though I had requested it, the answer was that I hadn't responded in the chat! It doesn't matter what; as soon as you mention gambling addiction, you should at least have your deposits blocked, like in other casinos! Now I've asked if they'll refund my money, but no, it's my fault!
Automatic translation:
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2 weeks ago
Hello NesliNes,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Hunter Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if you have tried to request a self-exclusion through their e-mail support?
- is your account already blocked or still open?
- When was the last time you spoke to the casino and what was it about?
Please forward the chat where you have requested for exclusion to nikolas.b@casino.guru for further review.
Looking forward to your answer.
Regards,
Nick
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2 weeks ago
Translation
I wrote in the live chat and then left. As you can see, it was also seen and answered by Emma in the live chat, but I was no longer there! In any casino, it should be enough to block deposits, at least until the situation is clarified! Then the next day, after it was not blocked, I deposited and played again! I also asked again in the live chat about a bonus! As you can imagine, you just keep playing when the money is available, which is why, in my moment of common sense, I asked for a block! I have since had the account blocked, also in the live chat, this time it was no problem, strange, I no longer have access!
Automatic translation:
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2 weeks ago
Hello NesliNes,
I'm glad to hear that your account is now closed.
Do you have the chat transcript available somewhere as it is a crucial evidence in such cases?
Awaiting your response.
Regards,
Nick
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2 weeks ago
Translation
Unfortunately, I only have a screenshot of this chat, which I've attached. Before I could take any more screenshots, I was closed after I questioned why it wasn't blocked immediately! However, I sent an email thread to your email address, and I haven't received a response there either.
Automatic translation:
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1 week ago
Hello NesliNes,
Would it be possible to forward the full e-mail communication with the casino as basically you have forwarded only their response.
Additionally, can you please confirm whether your account is still open?
Awaiting your response.
Regards,
Nick
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1 week ago
Translation
Hello Nick, unfortunately I only have one answer: since my account is no longer active, I can no longer view the chats!
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20 hours ago
Hello NesliNes,
I have requested the e-mail communication which is not related to the status of your account.
Either way, without any actual evidence, we can't proceed is solving this matter and we will be forced to close the complaint.
You can reopen the casino by providing the requested evidence to nikolas.b@casino.guru.
Best regards,
Nick
