Lucky Nordic Casino - Player seeks refund for losses due to unacknowledged self-exclusion.

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 veronika.f@casino.guru.

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