LuckyBlock Casino - Player's self-exclusion request was ignored.

Dear Sir/Madam,

I wish to make a complaint regarding the website lucky block casino.

I followed their responsible gambling advice and emailed asking to be self excluded on 17th May. However this request was ignored as I able to keep gambling and deposit. As I have a gambling problem I was unable to control my gambling and lost a lot of money. This has caused me a lot of distress, financial damage and mental health issues.

The company is also operating in the UK without a licence to do so. Therefore is not a subscriber to Gamstop.

I wish for them to action my self exclusion request and to refund all deposits made from I made my request – I would allow 24 hours as fair time to process – so all deposits from from 18th May onwards. In total I deposited

Attached is email showing request. Screenshot showing their advice on how to self exclude. And I have also attached records of all deposits. 

Dear Gaul2b,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please advise if you informed the casino about your gambling problem? If you did, please send this message to my email address: kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hello, any update on this case?

Hi Folks,

Any update on this? I am asking nothing more than my deposits that I made when I should have been excluded be returned. Not any winnings. As i beleive this is only fair, this will cause no financial loss to the casino.

Thank you for your reply, Gaul2b. Did you inform the casino about your gambling problem? If yes, please forward this message to kristina.s@casino.guru, or post it here. Thank you.

Hi Kristina,

I've attached the correspondence I sent the Casino. I did not specifically state I had a gambling problem but I followed their advice in their responsible gambling section published on thier website and specifically requested that I be self-excluded for five years.

Gaul2b, I apologize, but we could help and ask for a refund if you requested self-exclusion and clearly expressed your gambling problem in the message. Since you didn't inform the casino that you have a gambling problem, and your account has been closed, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Additionally, you also have the option to utilize our Self-Exclusion Assistance Tool.

This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As there is not much more we can do in this case, I am forced to close the complaint. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.