The player from Sweden who identified himself as a problem gambler had deposited around €1600 at LuckyHour Casino, which was associated with another casino where he had self-excluded. He claimed that the casino had failed to block him as required by their policy and the law. The player believed he was entitled to a refund of his deposits made after his self-exclusion. The casino, however, stated that they were a separate entity and did not have any affiliation with the casino where the player self-excluded. The player insisted that his account had been closed and his deposits had been refunded due to failed verification. The Complaints Team concluded that the player had not informed LuckyHour Casino about his gambling problem before depositing and had registered at the sister casino using a different home address. As per the casino's Curacao license, sister casinos were not required to close accounts across all affiliated websites and refund deposits. The Complaints Team decided that the casino had handled the situation appropriately and therefore, they could not assist the player with the refund. The complaint was rejected.
LuckyHour Casino - Player deposits at casino after self-exclusion.
Amount: 16,000 kr
LuckyHour Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I chose Rollingslots, but the biggest problem is with Stelario and their sister-casino LuckyHour.
Hello!
I used to play at Rollingslots, previously known as Rollingslots6. When I tried to withdraw my winnings, they confiscated my winnings and refunded all of my deposits, SpinSpirit1 did the same thing. I never got any information besides that it was a risk zone. They also told me to avoid their sister casinos, but despite contacting them, they've not responded and blocked my emails – everything I send bounces back to my inbox.
Now, I have been playing at a casino that also appears to be associated with them: LuckyHour1 and Stelario. Last year in 2023, I closed my account at Stelario because I was suffering from a gambling addiction, and they were supposed to block me – and they did. However, I have managed to make a deposit at a casino with the same registry as Stelario, called LuckyHour1, who also verified me, but they never blocked me there. I've deposited around €1600 and more. Now, I've tried to ask them about Stelario, but they completely avoid the question and say they only deal with their own casino, which is not true and they always try to get rid of me. I am attaching documents as evidence.
I hope you can help me, as per the law and their policy I must receive back every single cent I deposited after my ban.
Dear wrgbdng9sg,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do I understand correctly that this complaint is about LuckyHour Casino? Could you please post the casino's website link here in this thread?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Hello!
Yes.
Luckyhour http://luckyhour1.com/ .
i banned myself from playing at stelario and these two are sister casinos but was still able to deposit.
Sincerely
Dear wrgbdng9sg,
Thank you for reaching out in regard to your concerns.
We understand the frustration you have experienced with your interactions with certain online casinos. However, we would like to clarify that RollingSlots has no affiliation with SpinSpirit, LuckyHour or Stelario.
As a separate entity, we operate independently and maintain our own policies and procedures regarding player accounts, withdrawals, and responsible gambling practices. While we sympathize with your situation, we regret to inform you that we are unable to assist with matters related to other online casinos.
If you have any questions or concerns specifically related to your experience with RollingSlots, please feel free to reach out to us, and we will do our best to assist you.
Best regards,
Rolling Slots Casino Representative
Hello! I wonder why you closed my account, refunded me and in connection with this spinspirit1 did the same thing?
Do you have the same system for KYC information?
I am writing to you here as well because you have blocked me from emailing you.
As you can see, as soon as Rollingslot informed me of refund, spinspirit1 all of a sudden sent me this.
Dear wrgbdng9sg,
We have reviewed your account activity and found that the deposits were refunded due to not passing our verification process, resulting in the closure of your account.
While we sympathize with your situation, we regret to inform you that we are unable to assist with matters related to other online casinos (such as : SpinSpirit, LuckyHour or Stelario ) and do not possess information regarding refunds or closure.
Regarding sister casinos, we would like to clarify that our sister projects include Wild Tokyo and Need For Spin, but not the aforementioned platforms. We recommend checking the licenses of online casinos for future reference, as this can help identify sister casinos more accurately.
If you have any further questions or concerns, please don't hesitate to reach out.
Best regards,
Rolling Slots Casino Representative
Yes but what kind of verification failed?
For me the verification went through but when I was about to cash out everything stopped and in the exact same connection almost the same minute spinspirit1 sent me the exact same thing you sent about returning my deposits which is illogical to me unless you are linked together , do you perhaps have the same KYC verification system?
Hello everyone,
wrgbdng9sg, please note that I changed the casino to LuckyHour Casino, since it is not about Rolling Slots Casino and the representative will no longer be able to reply to this complaint.
I checked the responsible gambling section of LuckyHour Casino and I found this:
Responsible Gaming
We at LuckyHour believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at LuckyHour, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them.
Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@luckyhour.com and ask to terminate your LuckyHour account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before.
Please contact customer support team if you want to set a personal cooling-off period.
You can also seek for help from professionals who deal with gambling problems:
Gamblers Anonymous, GamCare, Gambling Therapy.
Complaints Resolution Procedure
You may contact our customer Support Service Team by email: support@luckyhour.com.
Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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.
Could you please advise if you have requested a self-exclusion from LuckyHour Casino directly?
I contacted them and I have proof of their response that I want to post, is it okay if I email it to you?
So I tried and they did not even allow me to answer or send the evidence, that is their cause of refusing refund. Where can I send this evidence ? Should I email you guys or just drop it here ? Also I don’t want to ruin the reputation of the casino, so maybe I can email you Kristina?
You can forward any supporting evidence together with all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.
I sent an email with their response, and I also sent the proof that it's iWildCasino's fault, they used that it was my fault for giving a different address but it's not correct, I gave them 29/7-2023 so before I closed my account , now they will have to answer for their mistakes and accusations, these are my rights and I will never let them go. Right should be right, you as a casino should not make me feel worthless and defenseless, thanks to a system that should work but which you have mismanaged, so I will not take the hit for them. There will be 1000's of people who will read this post as it is I who introduced you here, everything I do and followed and presented has been the law, everything you have considered my fault, I have refuted. Now it remains for you, with all due respect, to do the right thing as a casino, you have also not made a mistake on purpose, but there is miscommunication between you and your partner, check Stelario, what kind of address did I have there?
I played at your casino yes, that's right, but yes I could, so I never thought you were a partner with stelario and iWildCasino, it's not something anyone is looking for, also that yes I could register, it's also your system's fault.
The worst thing is that you closed my account after my KYC.
So you have found connection from my account with you and your partners. So who is responsible for this?
Completely unacceptable to take advantage of me as a human being with the understanding that I have an addiction and as I have explained, where is your responsible gaming? Why hasn't the address been changed, it was 7-8 months since you received the email. It is because you have chosen to ignore it unaware that it will resurface.
I am completely dissatisfied with you because of your accusations which have lowered me personally as a person. Never in my life have I experienced a support that struggles to push me down and say that " This decision is final and will not be reviewed."
, like I'm not worth a shit, just one in the crowd, thank you for casinoguru and I thank you for the laws and regulations that exist. Take a good look at who is sitting and making decisions and deciding behind you. What is the hidden evidence that would work in my favor and then deny me my right to get back what I should have back.
With all respect and love
Hope this clears up.
Do I understand correctly that you have never requested self-exclusion from LuckyHour Casino, however, they closed your account based on self-exclusion in another casino?
Yes, they only realized after I did KYC apparently. They sent 20€ withdrawal then blocked my account, Rollingslots and Spinspirit did the same after KYC but they never let me withdraw but they returned all my deposit from day 1. You can see what I emailed you, how d3 mention that it is due to address and city but yes also sent with the proof that they had ignored my attempt to change address already 2023/07/29 😂. Sent the proof to them but they chose to ignore as usual.
Sincerely
I have emailed you all the documentation required to refute LuckyHour's support team. 👍😁
Hi Kristina!
How is it going?
Are you investigating the case?
Sincerely
Alright, so we discussed this case internally and we concluded that we are not able to help you with the refund. The first and most important reason is that you never informed this specific casino about your gambling problem before depositing. Simply, based on what I see in your emails, it appears that the casino only became aware of this incidentally after you submitted documents.
Furthermore, you registered at a sister casino using a different home address. As a result, the casino initially did not detect your account. However, upon discovering this during verification, your account was promptly closed, and any remaining balance was paid out. We believe that unless the casino has an MGA or UKGC license, sister casinos are not required to close accounts across all affiliated websites and refund deposits. This particular casino is licensed in Curaçao, and in our view, they handled the situation appropriately.
Since your account has already been closed, we are not able to assist you further. If you disagree with our decision, you can always try contacting the licensing authority as they have more tools and options to help.
I would like to mention, we also offer the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
