The player from Switzerland had an active self-exclusion in a sister casino due to a gambling problem. He believes that he should not have been able to register a new account with LuckyBull Casino. We rejected the complaint because the player didn't respond to our messages and questions.
LuckyBull Casino - Player’s requesting a full deposit refund.
Amount: €250
LuckyBull Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.6
LuckyBull Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
3 years ago
Translation
Lucky Bull casino belongs to Condor Gaming Limited and all of their casinos are informed about my gambling addiction, including Condorgaming direct and the MGA, and yet they have accepted my accounts in the new casinos. Unfortunately, I did not receive a response to my request for a refund.
Thank you for your support.
Automatic translation:
Public
Public
3 years ago
Dear Basel999,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.luckybull.com/en/responsible-gaming:
"A minimum temporary self-exclusion period is 6 months. During this period a Player will not be able to reactivate an account under any circumstance. Temporary self-exclusion may be extended for further periods.
Following the end of the self-exclusion, if a Player genuinely feels that he is in control of his gambling and is ready to reopen his account, he needs to contact LuckyBull’s Customer Service team who will be able to advise."
https://www.luckybull.com/en/terms
"exclude or self-exclude the account for definite or indefinite period of time that will unable Player to log into his Account under any circumstances until the specified period of time has been expired or until the Player specifically sent us a notice to reopen the account prior the expiry of the exclusion period set."
Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Looking forward to hearing from you.
Best regards,
Petronela
