LuckyKong Casino - Player’s attempts to self-exclude themselves have been overlooked.

I have a gambling problem and this year several times, as you can see in the pictures, I reported it to LuckyKong's email. After several attempts, Luckykong just closed my account. They always let me open the account again or still opened it themselves. They let me make deposits even though they knew I had a gambling problem and even though I had reported it and wanted to close my account. LuckyKong wouldn't let me lock myself out and didn't list my posts. I demanded all deposits back after the first email stating that I had a gambling problem and wanted to permanently exclude myself. I deposited and lost a lot of money, which still affects my mental health.

Dear aatorssi,

Thank you very much for submitting your complaint. We are sorry to hear about your struggle and we understand your concern.

Allow me some further questions, so I can understand the situation completely. Could you please advise how long the block of your account lasted? When did the casino reopen your account for the first time? Do you currently have access to your account?

I hope we’ll be able to help you as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

On April 13, 2022, I requested to close my account due to a game problem, and I don't remember how long my account was closed, but I was able to open the account again and make deposits. On 6/5/2022 I sent a message that I want to close my account PERMANENTLY because of my game problem. They replied that they have only closed my account temporarily until my account was opened again after a while and I was able to make deposits. On May 25, 2022, I again asked to close my account permanently and since I haven't received a single receipt from this casino for my deposits by email or anywhere, I asked them about these copies and their dates by message and I'm waiting for their answer. Currently my account is closed and I cannot view my deposit history.

Thank you very much, aatorssi, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear aatorssi,

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

Thanks a lot! They still haven't responded to my email when I asked for a copy of the deposit receipts. I can see the deposits from my crypto wallet, but I should also have the right to always receive a receipt for my deposits from them. I don't understand what fucking "responsible casino" principles the casino follows, especially the laws, if the player has to demand the permanent closure of the account several times due to a gaming problem.

Three times I wrote to your email that I want to close my account permanently because I have a gambling problem. This one message should have been enough to prevent me from ever playing for you guys again. A player with gambling problems ALWAYS drifts off to play again, and such 24-hour reflection periods are not the behavior of a responsible casino. Most (99%) casinos have closed my account as soon as I have requested to self-close PERMANENTLY due to a gambling problem. You must accept and bear your own responsibility when you promote yourself as a responsible casino and "take seriously" gambling addiction in your terms. This kind of behavior is really not fair, and that's why I demand the deposits back 1288 euros. By the way, I am also in contact as a lawyer, because I take my gambling problem and everyone else's very seriously. I will fight for my rights until the end.

I also mention that you are lying about the fact that I could have chosen this episode myself. You didn't let me choose the first two times, instead you set a temporary block yourself even though I asked for a permanent block. Of course, I assumed that you would close it completely because you are a casino operating under a Curacao license, and casinos operating under this license have to follow the Curacao law and the rules of responsible gaming. When I asked to block myself the first two times, you haven't even confirmed it in my email. Do you need a gambling problem to beg for permanent closure? When at the same time you take advantage of us. As a player, you should be able to trust the service and its conditions that you use, and I recommend that you take care of this properly.

I do not appreciate you calling me a liar, but I think you must have also been playing in other casinos and right now you are confused about what happened where. We have logs of everything and I can see clearly when you clicked in the email and what selection you have made, I can post these logs if necessary for guru to see. There are clear exclusion rules posted on our site and we have adhered strictly to them

I also have all the emails on file and I can also show Casinoguru all the evidence of your dishonesty. I know you have to refund my deposits because I have asked for a permanent ban and mentioned a gambling problem and you only did it the third time. After the e-mails, the responsibility shifted to you. And you still try to avoid your responsibility. Not good... :)

I am only commenting on the fact that you received and used the exclusion emails, however right now you are saying that you did not

I only received the opt-out email after the third request. My first and second requests were completely ignored. Also, the fact that the first request should be enough. So you knew I had a gambling problem because I reported it. You should have banned me from playing after that. This is a fact.

What does this point even mean in your terms and conditions. You offer protection, but you do not protect. You only make a profit with players with gambling problems and you know that very well.

The complaint has now also been forwarded to the licensor and I also added this discussion to it.

Dear aatorssi,

I am very sorry but since you have reached licensing authority of the casino we should not interfere. Therefore, I am closing the case as 'waiting for regulator'. Please, inform us of how they decide so we can update this case. Additionally, we can provide you with our opinion on the matter.

Best regards,

jozef.k@casino.guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear aatorssi,

may I kindly ask you to confirm the casino statement below?

Two times without delay we sent him a link to choose his self exclusion period (according to our self exclusion policy player can choose different exclusion periods between 24h to permanent)...

Thanks for reopening this Jozef!

"Twice without delay, we sent him a link to select his self-ban period (according to our self-ban policy, a player can choose different ban periods between 24 hours and permanent)"

I don't think, and I don't remember, that I've ever had such an opportunity. These messages/links could be found in my email.

I wish Luckykong could send some proof regarding this as I can't confirm this. When I asked them to close my account twice, I wasn't given a choice between a 24 hour or permanent ban. When my posts said "I want to close my account permanently because I have a gambling problem" I really meant this too.

Dear LuckyKong Casino team,

may I kindly ask you to provide us with evidence to support your claims?

Dear all,

We acted accordingly with our terms and conditions.

We shared all details and evidence with CasinoGuru by email, and we are waiting for CasinoGuru to make a decision

LuckyKong, could you please send me these proofs as well? Email is rde97@hotmail.com

A summary of the case:

-I notified LuckyKong by email that "I want to close my account permanently due to a gambling problem on 13/04/2022" (there is clear proof of this). There was no response to this email. I remember that I was only offered free money and cashbacks, spins, etc. so that I would play more. (Responsible?) I also asked for these myself. So I was still allowed to play and make deposits.

-I also asked to block again a second time a little later (I had already played a lot in the meantime) and LuckyKong claims that they sent me a link 24 hours after the block, where I could choose between a gradual block and a permanent block. I can't find such messages in my email, and my account still hasn't been closed even though they were aware of my gambling problem and twice I had asked for it.

-After the third email when I asked for permanent blocking, I received a link to the email where I can confirm the permanent self-blocking. So they closed my account only the third time. And they claim that all the responsibility would still have been on me, even though casinos operating under a Curacao license must follow responsible gaming practices.

You are using your own immoral terms of responsible gaming, which you yourself did not follow in this case.

Everyone makes mistakes and only respect grows if you admit that it can happen to you too and you take responsibility for your mistake by reimbursing me these 1300€ deposits.

Dear aatorssi,

I am very sorry about the situation, but the casino team has provided us with relevant evidence supporting their claims. Based on the proofs, it really looks that you have chosen only 1 day self-exclusion.

I fully understand that in certain casinos it is enough to inform them about the gambling problem, but it is not standard. Self-exclusion process may vary by the casino (platform, license ...). Since you have not completed the process, we have no right to force them doing the refund, and I am forced to close your case as 'rejected'.

If you do not agree with our decision, or if you feel that we have been provided with incorrect information, you can file an official complaint with their licensing authority. I will gladly assist you with it.

Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru