Lucky Luke Casino - Player’s attempts to close his account have been overlooked.

Hi

I opened an account with this casino few months ago. I was deposited and played for a while then I sent the mail to

close my account permanently because of gambling addiction. But they didn’t close my account for one months during that time I lost again 1050$. They didn’t follow the responsible gaming rules and let me to play and make money from addiction people. I need your help to get my refunds from the casino because casino is not responding me. I will send the evidence in the separate mail.

Dear Anto1318,

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 your account’s closure? 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 https://www.luckyluke.com/terms-and-conditions:

„Any self-exclusion request would be valid for the brand the player is currently a member of (for example www.luckyluke.com) only and does not include other sites operated by us.

Image result for cowboy hat cartoon All restrictions shall immediately become effective upon inserting and confirming the settings in his account ‘Cashier’ ‘Limits’ section on our portal. If the player wishes to remove a restriction or a limit set by him, he will have to request a new limit in "Cashier" "Limits’ section in our portal and such change shall take place after 24 hours after the request has been received by the Website support."

Is this support@luckyluke.com the email address you have sent your emails to?

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

Hi

yes I sent my account closure mail to that address.

Thank you very much, Anto1318, for your reply and forwarded email. Do I understand correctly that you have sent your request on the 3rd of June? Could you please forward your cashier history too? Looking forward to hearing from you.

Hi

i sent my closure request on 3rd of June. I was deposited on 14th of July, they didn’t close my account for more than 45 days. I made deposits 200$ from my card then the remaining amount of 850$ via binance Bitcoin. I will send that too to your mail address.

antony.

Thank you very much, Anto1318, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Anto1318.

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

Hi

please inform all the players in casino guru for not playing curacao jurisdictions casinos. Because they are the worst jurisdictions in the world, never care about players complaints and their money. Always suck the operators to support them. Because this is not a first time happening to me always curacao casinos cheating players if we lodge the complaint to their jurisdictions never get reply or complaint solved. Players please play Malta or uk gambling or other casinos don’t ever play curacao. You will end up with losses even if you win they will say you had another account you never even opened one.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Anto1318.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

Hello there,

the player has informed us that he received the refund. Therefore, we are closing the case as resolved.

Best regards Jozef