Stay Lucky Casino - Player has requested self-exclusion four months ago, but it wasn’t accepted.

I asked for a self exclusion in November 2019, this has not been upheld Or actioned. The site does not reply and allowed a further £30 to be deposited recently . I self excluded due to a gambling problem In my household and full expected this to be actioned in November when it was requested. Is there anything that can be done?  I cannot see that they are regulated and really need this account closed (a refund would be nice or ideas on what to do next)

Dear Jeanette,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward the email which has been sent to the casino back in November? Additionally, I would like to request the receipt from the recent deposit. You can send everything to my email address petronela.k@casino.guru. Thank you very much in advance for your reply. I hope we will be able to help you as soon as possible.

Best regards,

Petronela

I’ve sent you 4 emails topetronela.k@casino.guru 

one from November and recently asking for self exclusion 

and 3 deposit receipts

Thank you very much Jeanette for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Jeanette, 

I looked at your emails and understand the issue. I will try to contact the casino and see what can be done.

We would like to ask the Stay Lucky 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 affect its rating.

Close this

Hi Jeanette, 

Has the money been refunded or you just wish to cancel the complaint?

I don’t think they’r going to teplyy

Unfortunately, you are probably right. I tried to get in touch with the casino by email and Skype but there is no response. We can't move on without help from the casino. The only thing I can do is to mark the complaint as unresolved. This will affect the overall rating of the casino. The decrease of rating caused by unresolved complaints might change the casino's approach. I really wish I was of more help. 

Best regards,

Peter