LuckyBlock Casino - Player was able to deposit despite a self-exclusion request.

It's actually 800 usd but I couldn't find usd on the options . I chatted in the day prior to todays deposit and asked for a self exclusion permanently however it wasn't done and I was able to gamble again when I knew I shouldn't have and asked for a self exclusion and they never even had any options for stop loss or any responsible gambling ones.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyBlock Casino.

I changed the disputed amount of the complaint accordingly.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain when you requested a self-exclusion in the casino and what reason you provided?
• Have you informed the casino you are losing control of your gambling?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru
• Have you contacted casino support and requested a refund of your lost funds already? With what result?

Thank you very much in advance.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi,

I requested it yesterday due to me having issues with gambling over live chat. However they decline the fact that I confirmed it after stating I wanted it. However I did confirm it which they r lying about. They finally closed the account today after I asked for a refund due to the responsible gambling guidelines not being followed. They told me they will get back to me but I don’t think they will fix it.

They blocked the account so I have no way of contacting them

Could you get the casino to reply as they won’t reply to me

Dear sati725,

Please understand we accept the situation when the casino has reasonable time to enact your self-exclusion.

Could you please send me the self-exclusion request you sent to the casino? Post the information here or send it to my email at tomas@casino.guru

Hi it was through live chat, I’d like a refund for the money that was lost after that request was made.

Hey, any update did you talk to the casino?

they won’t even give me transcripts of the conversation see this picture please.

I apologize but without proof of a self-exclusion was requested, we can't proceed to assist you with a request for a refund.

If the casino acknowledges your account was closed due to a self-exclusion please forward me this chat and we'll investigate further. If the casino sent you any confirmation the self-exclusion took effect, please send the information as well.

Send the information to my email at tomas@casino.guru or post the information here.

Please see email I’ve forwarded over one chat that I did remember to email myself.

Did the support send you the chat transcript from April 7th/8th?

Could you please share it for review?

They won’t send it to me at all they said it’s internal information now we cannot and will not send it.. even after agreeing to it.

According to the timeline of your responses in the complaint thread, you requested a self-exclusion on 7/8th of April and your account was blocked on the 9th which is within our understanding of 'reasonable time' for the casino to protect you, even though deposits weren't blocked immediately.

Even if the casino is unable or unwilling to forward you the chat transcript, in our view it acted correctly by preventing further play.

Please let me know if there are any circumstances I overlooked, otherwise I'll close the complaint.

Dear sati725,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.