LuckyKoala Casino - Player's account closure request is delayed.

The won't allow me to close my account. They keep asking me to send in an email which I've done 7 times but they won't close it. In trying to get me gambling under control and they wont allow it

Dear jonathancharrier3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings LuckyKoala Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@luckykoala.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

I be already sent then literally 10 emails and asked via chat 20 times to close itml. I asked to be self excluded and they still won't do anything

Hi Jonathancharrier3,

I can see that the casino informed you about an alternative email address for submitting your self-exclusion request.

• Could you please confirm if you’ve sent it to the correct email?

It’s important to send the request to the right department, as not every casino team is responsible for closing player accounts, and using the correct contact ensures your request is handled swiftly.

Looking forward to hearing from you.

Hi yes I did and they responded offering me a 10 dollar bonus after I specifically said I have gambling problems

Thank you very much, jonathancharrier3, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jonathancharrier3,

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 LuckyKoala Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyKoala Casino,

Could you please provide detailed information regarding this case and clarify why the player's account remains active despite multiple explicit requests for its closure?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

The player contacted us several times, however initially he did not make statements that would indicate problematic gaming behavior.  

Once he clearly expressed his self-exclusion request, he was accordingly advised to message the designated email - customercare@luckykoala.com 

It is important to mention the player kept emailing different addresses, in one of them he even added a colleague of yours in the correspondence, as visible from the screenshot in this thread, although was advised several times to write to the above one - we are yet to receive a request to the aforementioned address.

The corresponding email for self-exclusion requests is clearly outlined in our terms and conditions as well, and he is welcome to contact us at any time from where we will assist accordingly. 

Warm regards,

LuckyKoala Casino team

I've sent a dozen emails asking to close my account. I don't understand how you can just close it. Site is awful and their responsible gambling tools are abysmal

Dear jonathancharrier3,

Have you submitted your self-exclusion request to the appropriate address (customercare@luckykoala.com) as advised by the casino?

Yes and they offered me few spins

Dear jonathancharrier3,

Could you kindly provide a copy of the email in which you explicitly requested self-exclusion, as well as the response from the casino offering you the free spins, as mentioned in your recent post?

Please share the details with me at jakub.m@casino.guru so we can further investigate this matter.

Thank you for your cooperation, and I look forward to your response.

Dear jonathancharrier3,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.