LyraCasino - Player's account has been reopened despite self-exclusion.

Hello,

I have a problem with this casino. On May 23rd 2024 I requested self-exclusion permanently due to a gambling addiction, I told them this through email. They self-excluded me, but on December 9th I asked to be let back into my account, had to answer a few questions, and quickly was let back in.

I have a serious gambling problem and need to be kept away from these sites. I’m undergoing therapy, but it’s clearly not going well.

I deposited money and lost it all withinnthe hour. Though 250 EUR may not seem like a lot to you, it is a lot to me. I was an idiot, an addicted idiot. Through an email to lyracasino I asked for a refund and for them to properly keep my account self-excluded from now on because of my addiction. Today, they rejected my refund request because of the aforementioned list of questions they asked, saying I could have told the truth at any time but didn’t.

I’m askimg for casinoguru to help with me getting my refund, as I believe I am owed this as the casino took advantage of me. I have all communication with the casino in email form, please tell me where to send it.

best regards,

Thomas

Dear Tommayman, 

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? Please include your reopen request as well. My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronika,

I sent the information you asked for to your email address 🙂

best regards,

thomas

Thank you very much, Tommayman, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tommayman,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LyraCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal