The player from Netherlands had raised a complaint with Lyracasino concerning the alleged breach of responsible gaming guidelines. Despite multiple attempts to contact Lyracasino, including providing personal documents and using live chats, there had been no reply for over 8 weeks. The player also reported that a support email sent via another casino run by the same operator had been ignored. We had attempted to clarify the issue with the player, but due to the significant time that had passed since the incident, we were unable to investigate further. The complaint was rejected due to these reasons.
LyraCasino - Player’s responsible gaming complaint is left unanswered.
Amount: €1,000
LyraCasino
Safety Index:Above averageSafety Index
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7.6
LyraCasino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Dear ELKAY,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LyraCasino.
Unfortunately from the description of events, it's not clear what the issue is about.
Could you please explain what responsible gambling issue this is concerning?
What does the disputed amount represent in this situation?
When was the last time you played in the casino?
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
11 months ago
Thanks for the explanation.
While the best casinos recognize player's behavior based on what you are saying, not all casinos are able to do so, and we don't consider such responsible gambling tools mandatory. Sadly we can't ask the casino to refund you, based on your deposit pattern or due to offering services in your country without the appropriate license.
What's more, due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.
Please let me know if there is any other issue I might help you with, otherwise, I'll close the complaint.
Public
Public
11 months ago
Thanks for the clarification,
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
