The player from Germany had his winnings confiscated due to an active self-exclusion from a sister casino.
Dear Sirs and Madames,
I was looking for new casinos on Friday evening and then I found Lucky Louis. Here I created a new account and made my first deposit of 20 euros. In the course of the weekend I came to a profit of 300 euros. I wanted to have this paid out to me. Here I was asked to verify documents, which were quickly processed and approved. On Monday morning I had an email with the payment confirmation in my mailbox. In my profile under approved payouts, however, there were only 20 euros. After contacting Live Chat, I was told I have a self-exclusion under this license. After increasing inquiries as to why I can register at all and pay in money, I was told I was excluded on Drückglück.de until December 23rd. Now my 280 euros profit has been deleted. How should I know that this casino has something to do with Drueckglueck. I really feel betrayed. I could probably have paid in 300 euros without further ado, nobody would have refunded my money here. Why can I register and deposit money at all? In further contact with the casino I was thrown out of the chat again and again because they supposedly cannot help me, although they themselves admitted that there was a bug in their system. Maybe you can help me. Many thanks.
Dear Aftereule,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you receive any list of sister casinos, in which your self-exclusion is active, when you requested self-exclusion in Drückglück Casino, please?
Is there any additional communication between you and the casino? If yes, would you be so kind and forward it to kristina.s@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Hello Kristina,
No, I haven't received a list. In no way was it suggested to me that the two casinos belong together. Only when I asked myself and saw that my winnings were not paid out, only my deposit. I started several live chats and got kicked out of the chat twice, even after writing to one of the "managers". My question as to whether I can have the chat logs was answered in the negative. I sent an email to support, but got no answer.
Thank you very much Aftereule for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hello Aftereule.
I am sorry to hear about your troubles.
I would like to ask what was a reason for self-exclusion?
Hi, thanks for the reply. I often register in new casinos and then lock myself in the old ones (for bonuses etc.). However, I was not informed that this would also ban me from other casinos. And certainly not that I can deposit money in other casinos and play for a weekend, but then when I win something, I can't pay it out. I cannot understand and consider it a fraud. I also turned to the MGA, they are looking into my case.
Aftereule, based on our fair gambling codex the casino should make a self-exclusion test during a registration process. If you had an active self-exclusion (from another casino) and the reason for the exclusion is not gambling addiction, then the casino should pay you the winnings.
I would like to invite the casino representatives into the discussion.
I don't think the casino will be in touch. The MGA replied that the AGBS stated that if you can register despite being excluded, you can get the prizes agreed. What still makes me angry because it wasn't obvious that the casino had anything to do with bad luck and I don't understand how to register with the same email address is ridiculous. For me, this has nothing to do with fair gambling and I will look carefully in the future and avoid this licensor. Happy Holidays.
We would like to ask the LuckyLouis Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Aftereule, I have a Skype contact on the casino representative. I hope he will say a word about this case.
Hello and did you get any information during the Skype conference?
Yes, the casino representative promised me that they would investigate your case.
We would like to ask the LuckyLouis Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Aftereule, I wrote to them again to speed things up, I will give them 3 more days to respond, and if that not help then I am afraid we will be forced to close the complaint as "unresolved".
Hello Aftereule.
The casino representative told me that MGA already handled your case. Could you please confirm this?
Hello, yes, I wrote on December 17th. I was only made aware of the AGBS and that was the end of the issue. Why I was able to register at all even though I was self-excluded or why I was not told that one would also be blocked from other casinos was not explained to me. I am very dissatisfied with the way my complaint has been handled. Perhaps you can at least tell the agent to block me from all sites that run under the license. I don't want to accidentally play a cent more there. And this time you are to the orderly please make 😉 Thanks.
Could you please forward me their reply (MGA) to my email? (matej@csino.guru)
Unfortunatelly, we can not act on behalf of any player. If you wish to self-exclude from all their casinos, you need to contact the casino support yourself.
Aftereule, I really need that answer. Without it, I am afraid we are stuck. If you can’t find it, then ask them to resend you the answer again.
Player informed us via email that he asked the regulator to send him the missing email. We will wait until the regulator responds.