LuckyFish Casino - Player’s attempts to self-exclude themself have been overlooked.

Hello,

I want to make a complaint about blocking my account. I have a big gamble addiction and I want to block my account on luckyfish.io.. I sent some emails and spoke with Live Chat but they simply didn't react. I want to block my account right now, that is the only thing I want. If i know i can gamble on that site it is killing me, i play and dont have my behaviour in control.

I always trust Casino.Guru, Luckyfish.io was reateded 7,9 for 3 days ago... I don't understand how that is possible...

I hope I can block my account with the help of you.

Hello,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier/deposit history and confirm that the first request to block your account due to a gambling problem has been sent on the 21st of September 2021? My email address is petronela.k@casino.guru.

I have checked terms and conditions on the website, and this is what I found https://luckyfish.io/:

„35. RESPONSIBLE GAMING/GAMBLING

35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@luckyfish.io."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear FlyingDutchman83,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello??

Hello Petronela,

I just sent you an email with all the relevant information about my complaint.

I hope you have enough information to go to luckyfish.io

If you need more information please ask me, i will send it to you.

Kind regards,

FlyingDutchman83

Hello FlyingDutchman83,

Is this the first request? Could you please forward the actual email, not the confirmation that the request has been received?

Additionally, please forward your deposit/cashier history too. Thank you very much in advance.

Hello Petronela,

I can't because I sent the message to block myself from the website in a request message. I only got a confirmation email that they receive the message. The first email I sent from my mailbox was on 21-09-2021. I can't give you my  deposit/cashier history because they don't react on my emails anymore. I will ask agian today!

I will drop you in de bcc when i send the email

Thank you, FlyingDutchman83, for CCing me in your email. Could you please confirm that your account has been closed successfully? Why have you requested the account to be reopened when it was blocked due to a gambling problem?

Yes I can. Because I want a piece of my deposits back because they are handling against their own "Customers protection" confirm the TOC. I don't know what amount of money I lost after my first request because I can't login anymore. It took almost 2 weeks to block my account and they knew that I had a gamble addiction.

When was the first message to self-exclude due to a gambling addiction sent and have you received your cashier history from the casino yet?

Please add the dates to the following timeline:

• first request to self-exclude
• account blocked

Dear FlyingDutchman83,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you, FlyingDutchman83, for your replies. So the first request to self-exclude has been sent on 17-9-21 , is that correct? When was your account actually blocked?

Thank you very much, FlyingDutchman83, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello FlyingDutchman83.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear FlyingDutchman83.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru