Lucky Wilds Casino - Player asked for a deposit refund.

Hi, i contacted luckywilds support on 2023-05-03 claiming i want to permanently lock my account because I have a gambling problem.

Despite this i was able to make deposits after 2023-05-24. I contacted the casino and asked for a refund on my deposits since they failed to lock my account.

I got no answer on my email so i contacted livechat who claimed they havnt recieved my email and sent it to the relevant department. I have waited five days and havnt recieved an update or even a confirmation email. Only contact is via livechat who claims theres nothing they can do exept wait for the relevant department.

Dear Kottig,

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 kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Did the casino reopen your account or it has not been closed at all?

Thank you in advance for your reply.

Best regards,

Kristina

Hi,

Forwarded the emails to you.

In the state exactly this "Hi, i want to permanently lock my account because I have a gambling".

The account was never closed. It was only closed when I asked the live chat for an explanation.

Thank you for your reply, Kottig. Do I understand correctly that you currently do not have access to your casino account? When exactly was the account closed?

Hi, correct. It was closed 26/5

14 days now. Havnt heard a thing yet. Livechat only says "waiting for relevant departement"

Thank you very much, Kottig, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Kottig,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lucky Wilds Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Hi Kottig,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. As the casino's license seems to be expired, unfortunately, there's no licensing authority to turn to either. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We are changing the status of the complaint to "resolved" as we received the following message from Kottig:

"Hi, the casino accepted the refund. Admitted to the fact that they failed to lock my account. All deposits was refunded"

Dear Kottig,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter