The player from Germany had self-excluded from the casino for 12 months due to gambling addiction, but on February 3, 2025, discovered that his account had been reopened, allowing him to deposit €680. He requested the return of his deposits, as his account should not have been accessible. The Complaints Team had attempted to contact the casino for clarification but received no response, leading to the complaint being marked as "unresolved." The lack of cooperation from the casino, which operated without a valid license, limited the resolution options available.
Luckychoo Casino - Player's account has been reopened in error.
Black points: 392
Amount: €680
Luckychoo Casino
Safety Index:Below averageSafety Index
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5.6
Luckychoo Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, in October 2024, on 30th October 2024, I self-excluded from the casino for a duration of 12 months.
The reason for the self-exclusion was gambling addiction.
The casino confirmed a 12-month exclusion for me, after which I would have had the option to reopen the account.
On Monday, 3rd February 2025, I then received a notification that €50 was credited to my account.
I then discovered that my account was suddenly reopened and I could also deposit.
As a result, I was able to deposit approximately €680, even though the casino confirmed an account closure of at least 12 months.
I therefore demand the full deposit amount from Monday, 3rd February 2025, to be returned, as my account should never have been opened and €50 should not have been credited as a 'temptation'.
I contacted the casino directly on Monday, but despite several follow-ups, I have yet to receive a response.
Automatic translation:
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1 month ago
Dear xSerious169,
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).
Did you specify a particular period for how long you wanted the exclusion to last?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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1 month ago
Translation
Hello, thanks for your help.
I contacted the casino in October last year, informed them of my gambling addiction and requested that my account be closed. The casino did not respond for some time, so my account remained open and I was able to deposit continuously.
I was then contacted by the casino both by email and by phone and was offered a refund, which I accepted.
I then requested that the casino block my account for a period of 12 months, as this is the maximum blocking period.
Only then would I have had the opportunity to contact my contact at the casino to have my account opened, but only if I have my gaming behavior under control and only after the 12 months have expired.
On Monday I was out and about and received a call saying that €50 had been credited to my account.
I then saw that my account had been reopened and that I could also make deposits.
This was contrary to an agreement and, as confirmed by the casino, it should not have been possible for my account to be opened at all before the 12 months had expired.
I have contacted the casino several times but have never received a response since Monday.
I have sent the emails to your email
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1 month ago
Dear xSerious169, could you please confirm whether you explicitly requested the reopening of your account?
Do you have any documentation or confirmation that your account was indeed closed as per the agreement and that it was supposed to remain closed for the full 12 months?
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1 month ago
Translation
Hello, I never requested a reopening. I deliberately closed my account for 12 months. The casino confirmed that my account would remain closed for 12 months, with the option of reactivation, which only takes effect after the 12 months.
In other words, my account will remain closed for 12 months and after these 12 months I would have had the opportunity to reopen my account.
Enclosed once again the casino's confirmation of 12 month ban 
.
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1 month ago
Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Translation
Now my account has been blocked by the casino..
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1 month ago
Dear xSerious169,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Luckychoo Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Luckychoo Casino,
Could you please provide detailed information regarding this case and explain the reasons for reopening the player's account, even though it was previously closed due to a gambling problem?
Thank you in advance for your response!
Best Regards,
Kubo
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1 month ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 weeks ago
Dear xSerious169,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best Regards,
Kubo
