Lucky Wins Casino - Richiesta di autoesclusione del giocatore ignorata dal casinò.

I have informed the casino that I am addicted to gambling and I therefor want to close my account and have no emails sent to me - they did not do that. I had a relapse today after I received another bonus email yesterday and spent money again into my not closed players account. I want the casino to reimburse me with all my yesterday and today placed deposits.

Hello Klara09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Wins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did you request for self-exclusion? Did you specifically mention gambling issues or gambling addiction in your request? Did you deposited any amount of money since your request was forwarded to the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account is not yet verified.

I expressly informed the casino in March that my account should be closed due to my gambling addiction and that I forbid you any kind of advertising emails. I also tried to stop the flood of e-mails with the "unsubscribe" button - without success! I got on 14.07. an email and it triggered me again, so I deposited €1050 yesterday. I am now demanding this back and I have informed the casino of this via email and chat.

Das Konto ist noch nicht verifiziert.

Ich habe ganz ausdrücklich dem Casino bereits im März mitgeteilt, dass mein Konto aufgrund meiner Spielsucht geschlossen werden soll und ich Ihnen jegliche Art von Werbemails verbiete. Auch über den "Abbestellen" Button habe ich versucht die Flut an E-Mails zu unterbinden - erfolglos! Ich bekam am 14.07. eine E-Mail und die hat mich wieder getriggert, so dass ich gestern 1050 € eingezahlt habe. Diese verlange ich nun zurück und das habe ich dem Casino per E-Mail und Chat mitgeteilt.

Dear Klara09,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Lucky Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lucky Wins Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.