Lucky Twice Casino - Igračica ne može da zatvori svoj nalog.

Trying to close my account for 3 months now! And they keep saying:

Lucky twice: I'm really sorry for the delay! Unfortunately, I can't wrap this up until the internal process is complete, but don't worry—I'll make sure it gets done as soon as possible.

I litterly begged them to close it for months otherwise i would lose everything i also told them i have addiction and they don't care!

Dear GinoS,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Waiting on a reply on me?

I send you a mail with al the details 2/3 days ago already.

Thank you for your responses. Could you please clarify if you informed the casino of your addiction and requested account closure only via live chat, or did you contact the casino via email as well?

Send them also a few mails starting in april but i send this mail with them in CC but still nothing.

I also mail them 4 times for information about their license and in 3 months time there is not 1 reply

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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 GinoS, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Lucky Twice Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

It's simple like you saw with al the screenshots and everything. I ask them on the 3rd of april ( 4 months ago ) for a deposit limit because i would lose too much and the next day when it was not handled yet i asked them to close my account ASAP because i would lose al my money. After that i litterly contact then more then 50 times and BEGGED them to close my account because i have addiction and i would lose al my money. And that happened 4 times in the last 4 months and untill this day it's still not closed or still not a deposit limit. I demend to give my money back from a certain date after i asked to close my account. I mean every casino should follow up the online gambling rules. The amount that i mentioned is 900 euro but now im so angry that i want to get ALL my money back since the day i begged them to close my account. Untill this day they still see me as a joke!

We would like to ask the 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’ which may negatively affect its rating.

Dear GinoS,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion.

Before you go, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/nl/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose. It is recommended to have a family member or a trusted friend to set up the password in your stead, to maximise the protection. Also blocking the phone numbers and e-mail addresses that are sending you marketing offers from Lucky Twice Casino is another step in the right direction to stay safe.

Best regards,

Matej