Lucky Twice Casino - Zahtev za zatvaranje igračevog naloga je odložen.

I have been sending emails to this casino since 21st of July requesting to have the account closed due to gambling problem.

I have sent dozen of requests but all they keep saying is that my request is being reviewed. I mean what revision does this request need to have and especially for so long? I have since the initial request deposited over 2500 Euro which I want to have refunded.

Hello,

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

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Thank you for your patience, and stay safe.

Hello Veronika,

I have forwarded you the email communication. I have been requesting permanent account termination with no luck. All emails I receive seem to be automated replies from a bot chat.

Thank you for your email.

Could you please confirm whether you have requested a chargeback from your bank?

Hi, I have but they said there's nothing they can do and I have to speak to the provider where I'm sadly not getting even replies regarding closure of my account. I have sent them another followup email and they just ignoring all my requests.

Have you received any responses from your bank regarding the chargeback requests?

We can continue assisting you with the permanent self-exclusion of your account. However, please understand that we may not be able to help with refunds related to lost deposits. Chargebacks are generally considered a form of fraud against the casino, and unfortunately, we do not assist players in such cases.

Thank you for your understanding.

Hello, as I said already the bank is not able to proceed with that and said I have to contact the provider (the casino) for a refund, who as I also already said is not responding to any of my requests, even to have the account closed.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([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.

Dear hellokitty123,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Lucky Twice Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, I want to be transparent that Lucky Twice Casino currently holds a low safety rating and has a poor track record in addressing player complaints. While this means the likelihood of a favorable response may be limited, I have reached out to their official support team through available channels to request assistance with your issue. I am awaiting their reply and will keep you informed of any updates.

Thank you for your understanding and patience throughout this process.

Best regards,

Kubo

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 hellokitty123,

I have repeatedly tried to contact Lucky Twice Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo