The player from Sweden had an active self-exclusion in a sister casino due to a gambling problem. She believes that she should not have been able to register a new account with Luckynova Casino. Player’s complaint has been resolved successfully.
Player’s requesting a full deposit refund.
Amount: €500
Luckynova
Submitted: 27 Jul 2021 | Resolved : 03 Aug 2021
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I managed to start and deposit 500 euros at this casino before it said stop. I'm blocked for gambling in sister company Emojinino casino. Has been in contact with an agent in the chat who says that the money should be refunded. But being able to deposit so much money even though you are blocked should be reviewed. Hope they keep what they promise
Automatic translation:
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Public
3 years ago
Dear Pernilla,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Everything was resolved immediately after talking to an agent. The money was repaid the same day. Good service. Close the case
Automatic translation:
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Pernilla, for your confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
