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

I have an issue closing my account. I have been asking them in live chat for over a week as per their ‘responsible gambling’ advice on their site.

they keep fobbing me off saying this matter has been escalated and is under internal review.

they are liars. I have called them out saying it does not take over a week to close an account. I’ve explained I have a gambling addiction and as per safer and responsible gambling, they have a duty to adhere to requests for account closure.

I asked to speak to a manager they refused. I asked for a copy of their responsible gambling policy they said it was in their terms and conditions. It’s not.

I want my account closing with immediate effect. They are actively encouraging addicts.

it’s like someone offering an alcoholic a free bar

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Twice Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?

As the next step, I would recommend that you send another self-exclusion request to [email protected], but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Lucky Twice Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi

I have sent you all of the requested information via email

Dear Gizmo1981,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Gizmo1981,

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.