The player from Rhineland-Palatinate, self-identified as a gambling addict, requested account closure and cessation of promotional emails from the casino. Despite this request, the casino did not comply and the player had a relapse following a bonus email, for which they are now seeking reimbursement of their recent deposits. The complaint was closed as unresolved as the casino has no reaction policy.
Lucky Wins Casino - Player's self-exclusion request ignored by casino.
Black points: 288
Amount: €1,500
Lucky Wins Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
I have informed the casino that I am addicted to gambling and I therefor want to close my account and have no emails sent to me - they did not do that. I had a relapse today after I received another bonus email yesterday and spent money again into my not closed players account. I want the casino to reimburse me with all my yesterday and today placed deposits.
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10 months ago
Hello Klara09,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Wins Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When did you request for self-exclusion? Did you specifically mention gambling issues or gambling addiction in your request? Did you deposited any amount of money since your request was forwarded to the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
The account is not yet verified.
I expressly informed the casino in March that my account should be closed due to my gambling addiction and that I forbid you any kind of advertising emails. I also tried to stop the flood of e-mails with the "unsubscribe" button - without success! I got on 14.07. an email and it triggered me again, so I deposited €1050 yesterday. I am now demanding this back and I have informed the casino of this via email and chat.
Edited
Automatic translation:
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9 months ago
Dear Klara09,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Lucky Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lucky Wins Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
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