LuckyKoala Casino - Player's self-exclusion request is delayed.

Lucky Koala casino does not accept self exclusion. I have made several requests for self exclusion, but the casino does not agree to this. The first request was made 54 days ago. Customer service responds and asks you to send the request to another email address, but you never get a reply from this second address. And the actual customer service refuses to help this further and only asks to wait for a response, even though the first request was already sent almost 2 months ago. Apparently, the purpose is to get the problem gambler to gamble his/her money at their casino. The rules of responsible gaming are not followed at this Casino.

Dear J0HnD03, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear J0HnD03,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.