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

Lukki Casinos Gambling Responsible obligations are non existent.

Now dont get me wrong, Im an adult and tale account for my actions.

However, at what point is the casino responsible for not abiding by their obligations as per their supposed Gambling license?

Iv deposited and lost much more than 20k at this online casino. I have a problem and will seek professional help.

My problem with Lukki is on multiple occasions over the last several months, I have pleaded with them to permanently close my account.

It was only yesterday they have agreed to permanently close after being honest with them of my thoughts with self harm.

More than 3 occasions prior, I pleaded and or demanded them to permanently close the account like I have done with most online casinos. Since initially requesting the account to be permanently closed I have deposited and lost over 20k AUD.

They would either simply not close the account or advise the account is closed until I decided otherwise. When I had the urge to gamble, it was to easy to have the account opened (after it was actually closed) and deposit away.

Once an account is permanently closed, my urge to gamble with that casino isnt there, as why waste my time opening another account (winning big) which is the end goal and then losing those wins as I have breached terms and conditions.

I can provide all transcripts and deposit history.

I would like some assistance on filing a complaint to this casino about no full filling their obligations to the Responsible Gambling legislation.

This could help save a life or two.

Thank you.

Dear newboy666,

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 often simply reopen the account anytime, and the casino has no obligation to protect the player.

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 gambling problems).

As we inform in our article on global self-exclusion: https://casino.guru/current-state-of-self-exclusion

"Because no global standard is currently in effect and every jurisdiction has its own set of self-exclusion rules, big differences among individual countries and their self-exclusion policies can be found."

Lukki Casino is licensed under Curaçao Antillephone N.V. https://casino.guru/licensing-authorities/curacao-license-3

Self-Exclusion

There is currently no way to self-exclude from all Curacao licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportnuity to self-exclude, there does not appear to be a specific procedure in place so the only options are to check the casino's website or to contact the casino operator and ask them for instructions.

If you have open accounts in other online casinos I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_16=true)

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

• Would you be so kind as to forward me the account closure requests that the casino didn't act upon? My email address is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for the insight.

Im from Australia, so the minimal requirements for a casino or establishment to abide by in accordance to Gambling Responsibly laws are very foreign to me. Here they are very strict and if an individual is clearly showing signs of a problem with gambling, the house needs to act.

I understand that I did not use the correct wording, but Im sure that even a primary school student would have clearly seen I had a problem.

So what your saying is, even if I was showing red flags through excessive spending, irrational behaviour and asking multiple times for the account to be permanently closed (in my mind at the time meaning excluded)… because I did not say the correct wording, the online casino has not breached their gambling license?

Are they not obliged to simply say "to permanently close your account, tell us you want to be excluded?".

Seems like a loop hole to me.

Happy for this complaint to be closed if there is nothing further we can do.

I understand what you mean, newboy666.

There is almost no way to know in advance what to do in order to protect yourself with somewhat of a guarantee. Due to our policy, we help with a refund for players who informed the casino of either loss of control of their gambling, gambling problems, or gambling addiction and the casino failed to act to protect them. I am sorry for the disappointing result of your complaint.

I hope the resources I presented will be useful to you. Unfortunately considering the circumstances we can't help further and the complaint will be closed. Please do not hesitate to contact us if you run into issues with any online casino in the future.