The player from Finland raised concerns regarding the failure to apply his self-exclusion from Kanuuna.com to LuckyNordic.com, which resulted in net losses of 220€ on January 5-6, 2025. He asserted that the casinos operated under the same license and that their own terms and conditions mandated self-exclusions should apply across sister sites. Despite his request for a refund, the casino's response claimed there was no information sharing at the time of his losses. The issue was resolved by the Complaints Team, stating that Lucky Nordic was operated by different owners at the time of his registration, thus they were not aware of his self-exclusion. The player was advised to contact the relevant licensing authority for further clarification, and the complaint was closed.
Lucky Nordic Casino - Player seeks refund for losses due to unacknowledged self-exclusion.
Other
Amount: €220
Lucky Nordic Casino
Safety Index:Fresh casinoCase summary
hello i hope you are doing well. This casino did not apply my self-exclusion from kanuuna.com casino to luckynordic casino when i was already permanently self-excluded for gambling addiction from their other casino kanuuna.com and that they should have. Their own terms and conditions state that self-exclusions apply to all sister casinos under the same license and this is especially true when its for gambling problem. I am asking you to refund me the net losses that occured on 5.1.2025 - 6.1.2025 for the amount of 220e that was lost because of this
their terms and conditions state this:
-103. All restrictions and exclusions imposed on player accounts apply to the websites related to the licence in question.
Their reply to my complaint was this:
-We are reaching out regarding your refund request. We are truly sorry to hear about your situation, but after carefully reviewing your case again 2nd time, we regret to inform you that we are unable to approve your refund. Please note that your Kanuuna account was closed before we began sharing our license with LuckyNordic. As such, the closure of your Kanuuna account, which occurred prior to the license-sharing agreement, did not affect the status of your LuckyNordic account. The sign up time in LuckyNordic is 17 oct when two brands were on different licences and therefore they do not share information about the players.
Additionally, when you contacted us via LN chat regarding a gambling issue, your account was promptly closed.
Best regards,
Linea
Lucky Nordic Team
Their answer to my complaint makes literally no sense because when i lost this money they were under the same license and the self-exclusions should apply from kanuuna.com casino to luckynordic.com casino because my losses happened on 5.1.2025 . 6.1.2025. They did not apply the self-exclusion to all of their websites like they should have and its clearly stated on terms and conditiuons aswell and this is for gambling addiction. Thats why im asking you're help now to recover the 220e that i lost because of this. this casino is predatory and preys on the vulnerable people.
I hope you can help. Thank you for you're time
Dear sam_i,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify when exactly you closed your account at Kanuuna Casino? Kindly forward me the email you sent to this casino with your account closure request to [email protected].
Could you please confirm that you registered at Lucky Nordic Casino on 17 October 2024?
Have you passed the full KYC verification in both of these casinos?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello. Kanuuna casino was closed very longtime ago years ago for gambling addiction. maybe like 2-3years ago so i don't have the account closure request at hand anymore but it was self-excluded for gambling addiction and never been reopened again after but they did not implement this self-exclusion to luckynordic casino as they should have because they are under the same license when i lost this 220e.
I have sent to you screenshot of me trying to play on kanuuna.com casino on 31.12.2024 but ofcourse could not do it because of the self-exclusion but at that time already there casinos were under the same license Blixx Gaming Ltd. As you can also see from the casino reply, they don't deny the self-exclusion either.
I don't remember the exact date of first time registration on luckynordic casino myself, but the casino told me that it was 17 October 2024 so i guess thats right and my net losses i am asking to be refunded happened on 5.1.2025 - 6.1.2025 when these casinos were under same license.
yes KYC is passed, this is paynplay casino i register with my bank account and never have they asked for anything more.
Thank you for providing details regarding your situation.
According to our data, the previous owner of Kanuuna Casino was 1UP Services (CY) Limited. However, when the review for Kanuuna Casino was updated in December 2024, the ownership of the casino was transferred to Blixx Gaming Ltd. This means that at the time you created your account at Lucky Nordic Casino, these two casinos did not share the same license.
To assist further, could you please clarify the following details:
- Did you make any deposits between October 17 and January 5, or were your deposits made to Lucky Nordic Casino exclusively on January 5 and 6, as specified in your refund request?
- Have you received any communication from Kanuuna Casino after its ownership was transferred to Blixx Gaming Ltd?
Your responses will help us better understand the situation and provide the most appropriate guidance.
Looking forward to your reply.
Hello. Below answers to you're questions.
Did you make any deposits between October 17 and January 5, or were your deposits made to Lucky Nordic Casino exclusively on January 5 and 6, as specified in your refund request?
- yes i did some deposits between October 17 and January 5 maybe like 2 or 2 deposits.
Have you received any communication from Kanuuna Casino after its ownership was transferred to Blixx Gaming Ltd?
- No i did not receive any communication from them after casino transferred to Blixx Gaming Ltd.
However in the past this has happened and it is the casinos responsiblity to share the self-exclusion data and then implement it on all of the other casinos aswell especially when it says this on the terms and conditions that self-exclusions apply to all casinos under the same license.
in the past one message i received from highroller casino when they transferred was this:
-"We would like to inform you that as of 1st February 2021, highroller will be operated by Ellmount Gaming Limited.
-As your account has been permanently self-excluded, it remains our social responsibility to protect you from any possible gambling related harm, therefore we are duty bound to migrate your basic personal information and relevant account status to Ellmount Gaming Limited as to ensure you remain protected.
-This change of operator will be completely seamless and have no effect on you and we take all necessary precautions to ensure your personal data is safety stored."
It is casinos social and regulatory responsibility to ban also my account from other casinos under the same license this should carry. Once again it even says this on their own terms and conditions they just want to throw some excuse that makes no sense to not refund.
Thank you for your reply.
Unfortunately, we are unable to assist you with the resolution of your case. When you registered with Lucky Nordic, the casino was operated by different owners. As a result, Lucky Nordic was not aware of your gambling addiction, and your account was promptly closed after you informed them directly of your issue.
If you believe that, following the change of ownership, Kanuuna should have begun sharing its database of self-excluded players with Lucky Nordic, we recommend reaching out to the relevant licensing authority for further clarification.
This complaint will now be closed. Thank you for your understanding, and I’m sorry that we couldn’t provide more help on this occasion.
Best regards
Veronika
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