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

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

Amount: ??

LuckyKoala Casino
Safety Index:Low
Submitted: 07 Nov 2024 | Case closed : 20 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 days ago

The player from Finland faced issues with Lucky Koala Casino, which did not accept self-exclusion requests despite multiple attempts over the past 54 days. Customer service redirected requests but failed to provide any responses, leading the player to believe that the casino was ignoring responsible gaming practices. The complaint was ultimately rejected due to a lack of response from the player, preventing further investigation.

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2 weeks ago

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.

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2 weeks ago

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 veronika.l@casino.guru

Thank you very much in advance. 

Best regards, 

Veronika

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1 week ago

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.

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2 days ago

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.

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