LuckyBull Casino - Player’s complaining about customer support and requests a live chat transcript.

Guten Tag,

das Casino weigert sich eine Kopie vom Chatverlauf mit dem Support auszustellen, es war nicht einsehbar wie ich diesen speichern kann, ebenfalls wurde ich nicht drauf hingewiesen das ich diesen irgendwie speichern könnte.

Dear Aroslav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Why you have been trying to obtain your live chat history?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

No, I don’t need the reason. However, please understand that if the casino doesn’t offer this possibility, there’s nothing we can do to change it. All the options for the live chat functionality are usually managed by the company which provided the application to casino. 

Bitte kontaktieren Sie die Betreiber, denn ich habe offen gelegt das ich nicht mehr spielen möchte und Angst vor Spielsucht und weiteren Verlusten habe, daraufhin hat das Casino meinen Account nicht blockiert und ich verspielte viel Geld.

If you wish to self-exclude yourself from the casino I would recommend sending an email including all the relevant information to support@luckybull.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, 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. 

Guten Tag,

danke für Ihre Antwort jedoch löst es nicht mein derzeitiges Problem. Ich bräuchte meinen Chatverlauf diesen will mir das Casino nicht schicken.

Could you please describe in more detail when you have requested your account to be blocked?

Guten Tag, das war am 5.08.2021

Have you deposited any funds into your account afterward?

Um es zu beschleunigen, ich habe 900€ in 50€ Schritten bei Luckybull eingezahlt, daraufhin habe ich den Support angeschrieben das ich nicht mehr spielen möchte Angst vor Spielsucht und weiteren Verlusten habe, der Support hat mir einen Bonus angeboten, anstatt mein Konto zu sperren. Ich habe den Bonus abgelehnt. Tag später habe ich mich angemeldet um zu sehen ob mein Spielkonto gesperrt ist, war es nicht und ich habe noch mehr Geld eingezahlt, Verlust insgesamt von 3305€. Spielerschutz wurde missachtet. Habe das Casino angeschrieben und um Rückerstattung gebeten und auf den Spielerschutz hingewiesen, Rückerstattung wurde abgelehnt. Ich finde es einfach nicht in Ordnung einen Bonus anzubieten und den Spieler dazu bringen weiter zu spielen, und den Spielerschutz ignorieren. Dann die Kopie des Chatverlauf nicht senden, weil die genau wissen dass das Casino einen Fehler gemacht hat. Wo ist hier der Spielerschutz und die Fairness?

Do I understand correctly that the disputed amount should be €2,405? Those are your deposits placed after you informed the live chat about your intention to close the account, is that correct?

We can contact the casino and ask for their standpoint, but please understand that not every department can block your account and it will be a very difficult task to negotiate since you have no supporting evidence.

Ja der Streitwert ist richtig, natürlich fehlt es mir der Beweis, den Beweis (Chatverlauf) will mir das Casino nicht senden.

Thank you very much, Aroslav, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Vielen Dank

Hi Aroslav,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LuckyBull Casino to the conversation to participate in the resolution of this complaint.

We would like to ask LuckyBull 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Danke das Sie mir helfen, mal sehen ob das Casino antwortet. Auf E-Mails zu antworten braucht das Casino sehr lange oder ignoriert die E-Mails.

Hi Aroslav,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

Dear Customer

We have searched extensively in our systems and in collaboration with our service provider who does provide copies of Live Chat, we are very sorry to advise you that due to a systems integration with one of our internal platforms, we were not able to consolidate your Live Chat to send to you.

We understand that this is frustrating for you and please note that this certainly is not in our intention. 

Since we have a lot of players with different betting patterns we are not able to conclude when a player has any type of gambling problem. That is why we give the possibility of setting all kinds of limits to our players as well as self exclusion possibility so that they do not have to wait for our support to help them close their account. 

This can be done through our responsible gaming page and it is available to the player from the moment they register. 

Your account remained open until you have sent us the email stating that you have gaming issues, since you have not stated that you have any kind of gaming issue until that moment. 

I am sorry that we are not able to provide you with information you wanted to hear. 

Kind regards,

Lucky Bull Complaints Team

We’ve reopened this complaint as per the casino's request. The main problem, in this case, is that there is practically no evidence. The player can't really prove that they asked for a self-exclusion and the casino can't prove that he didn't. The MGA can't really help without a prove either.

Dear LuckyBull Casino team,

Is it possible to offer some sort of compromise?

Dear Peter,

After every LiveChat session, we offer the possibility of a transcript to be provided over the player's e-mail and all players can use it if they fill up their e-mail address and click on submit button.

At the moment this is the solution we have for providing our players with their LiveChat correspondence and if players didn't use it at that point, unfortunately, we can't provide them with a transcript afterward.

When there is a gambling issue in question, we offer our players different options on our pages, like a responsible gaming page where they can immediately exclude themself, set limits, or fill up a problem gambling survey as well as several websites that offer help with such issues.

Also in our Terms and Conditions, clearly states: "Customer Services may be contacted by sending an email using these details: support@luckybull.com . Condor Group will respond to the Player’s request, confirming closure of his Account and the date on which such closure will be effective, within a reasonable time, provided that a Player shall continue to assume responsibility for all activity on his Account until such closure has been carried out by Us, at which point this Agreement shall be terminated.''

Once a player sends us an e-mail we review their closure request as soon as possible and when it is done we inform our players about the actions we took.

We are sorry that we can't provide you with any other information but the compromise in any other way, unfortunately, is not possible.

Best regards

Lucky Bull Complaints Team

Guten Tag Luckybull Support Team,

ich glaube Ihnen kein Wort, Sie verweigern die Kopie des Chatverlaufes weil Sie einen Fehler gemacht haben. Bei einem Online Casino sollte der Spielerschutz an der Ersten Stelle stehen. Ich glaube Ihnen auch nicht das Sie den Chatverlauf nicht mehr haben, in den Datenschutz Bestimmungen Abschnitt 6c schreiben Sie dass jede Kommunikation von Ihnen gespeichert wird. 

Ihr Support-Mitarbeiter hat gegen Ihre Allgemeinen Geschäftsbedingungen Absatz 169 d verstoßen gemacht indem er mich dazu verleitet hat weiter zu spielen, mit dem Angebot mir einen Bonus zum Spielen zu geben, obwohl ich davor geschrieben habe ich leide unter Spielsucht. Bei Ihnen steht der Spielerschutz nicht an erster Stelle. 

Ich könnte Ihnen ein Beispiel senden indem ich einem anderen Online Casino im Chat schreibe das ich spielsüchtig bin, und der Support blockiert mein Account sofort und bietet mir nicht einen Bonus an, das nennt man Spielerschutz und ein sicheres Casino. Ihnen ist es nur wichtig einen großen Umsatz zu erzielen.

In den Allgemeinen Geschäftsbedingungen unter Absatz 108 schreiben Sie nicht dass der Selbstausschluss per E-Mail gesendet werden soll.

Ich danke weiterhin CasinoGuru für die Unterstützung

Mit freundlichen Grüßen

Guten Tag,

kann Casino Guru den Timer eventuell runtersetzen?

Luckybull reagiert nicht mehr auf E-Mails, die Frist nach DSVGO, Anfrage meiner personenbezogenen Daten wurde von Luckybull nicht eingehalten.

Mit freundlichen Grüßen

Dear Aroslav,

I discussed the issue with our team and with our management. It is unfortunate that the casino can't send you the transcript of the live chat. However, if you really wanted to self-exclude yourself there was the option to write an email to the casino or use the responsible gaming page. Since we have no evidence that you actually asked for a self-exclusion, I'm afraid, we can't help you. I recommend in the future you always save important transcripts of your chats and use all available responsible gaming tools properly (give the reason why you ask for a self-exclusion etc.) and wait for a confirmation. When this is done, you should have all the necessary evidence you need. I wish I could be of more help.

Best regards,

Peter