The player from Germany requested assistance in obtaining a refund of €2,285 from Luckychoo Casino after his self-exclusion request was ignored. Despite informing the casino of his gambling addiction and attempting to close his account, he was still able to make deposits, which were not credited to his account. Multiple attempts to communicate with the casino went unanswered. The issue was resolved after the casino admitted to a mistake and agreed to refund the player. The player's communication with the casino was acknowledged, and the complaint was marked as 'resolved' by the Complaints Team.
Luckychoo Casino - Player seeks refund.
Amount: €2,285
Luckychoo Casino
Safety Index:Fresh casinoSafety Index
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello, I need assistance in obtaining a refund of €2285 from Luckychoo Casino.
I proactively contacted the casino on August 17, 2024, informed them about my gambling addiction, and sent a self-exclusion request to the casino.
I excluded myself from both the casino and the operator.
However, around 2 weeks ago, I was still able to open an account with the casino.
I was able to make deposits and gamble.
After two days, I was contacted via WhatsApp by a support staff who offered me bonuses.
I also told the staff via WhatsApp why my account wasn’t closed, that I had sent them a self-exclusion request, and that I demanded a refund.
Yet my account still wasn’t closed.
I also tried reaching out to the live chat but received no response.
So, I sent the casino another email, explaining my gambling addiction, my self-exclusion, and requesting a refund.
Again, there was no response.
Last night, on October 27, 2024, I also made two deposits of €110 and €25, which were debited from my bank account but were not credited to my casino account.
I have contacted the casino about this as well, but there has been no response so far.
Could you please help me get my failed deposits refunded, have my account closed, and retrieve all the deposits I have made?
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1 month ago
Dear xSerious169,
Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re facing.
As we’ve mentioned in your previous complaints, it’s important to note that not all online casinos are equipped to block players before they open an account. For this reason, informing a casino of your gambling concerns before registering isn’t typically considered a valid self-exclusion request. There are alternative tools available that can help you proactively block yourself from online gambling, rather than relying solely on contacting individual casinos’ customer support teams before an account is even created. Ideally, the casino would respond to such requests, but self-exclusion is usually tied to completing KYC verification and having an active account.
Could you please confirm whether you informed the casino of your gambling addiction and requested self-exclusion via email after creating an account? Additionally, when was the first time after opening your account that you reached out to customer support at support@luckychoo.com to request self-exclusion due to gambling concerns?
From our previous work together on self-exclusion cases, I hope our criteria for refund assistance are clear and that you understand when we are able to assist players in getting their lost deposits back.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
Regarding your lost deposits, the only thing I can recommend is contacting your payment provider directly. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
Thank you for your understanding.
Best regards
Veronika
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1 month ago
Translation
Hello,
I always write to casinos proactively in advance so that I am not tempted to play again.
Out of 100 cases, I will also be excluded from 95 of the casinos.
Why some casinos don't do this I don't know.
Yes, in this particular case I contacted both the casino via email and my WhatsApp contact afterwards.
So, after I registered at the casino.
Today I received a call from a supposed casino employee, to whom I first mentioned the problem regarding the two missing deposits.
However, I don't just want my two deposits back, but all the deposits I made at the casino.
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1 month ago
Translation
Hello, I would like to increase my refund amount by another 755 €.
So in total 3040€.
a casino employee contacted me by phone and told me that in order to find my missing deposits, it would be helpful if I made additional deposits at the casino.
He told me that my deposits would then be at the top of the queue and that the missing deposits could be located more easily.
So I made further deposits and of course lost everything.
I also informed the employee about my gambling addiction and that I wanted to close my account and have already communicated this via email and WhatsApp.
He just told me that luck would soon be on my side again and credited another 50 free spins to my account.
My gambling addiction is clearly and deliberately being exploited here.
I ask you urgently and as soon as possible for help
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1 month ago
Translation
Hello, the casino contacted me and admitted that they made a mistake.
My emails were not answered by support, so the casino offered me a refund.
As soon as I have them, I will get back to you.
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1 month ago
Thank you for keeping me updated on your situation.
Could you please forward all communication between you and customer support regarding the refund of your lost deposits and your self-exclusion issue to veronika.l@casino.guru?
For us to proceed with a thorough investigation, it’s essential to have written evidence or recordings of any calls you had with customer support. This documentation will allow us to better understand the actions taken by the casino and evaluate how we may assist further. Thank you for your cooperation.
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1 month ago
Dear xSerious169,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
