Holy Luck Casino - Игрок испытывает трудности с закрытием своего аккаунта.

I tried to block myself for several days, they just found new reasons not to block me, I have gambling problems and asked to be blocked, they didn't do it, I played 3 thousand euros, they refuse to give the money back even though I tried to block myself for two days in a row and then deposited money

Jag försökte blockera mig själv i flera dagar , dom hittade bara nya anledningar att inte blockera mig , jag har spelproblem och bad om blockering , de gjorde det ej , jag spelade upp 3 tusen euro , de vägrar ge tillbaka pengarna trots att jag två dagar i rad försökt blockera mig själv och sen satt in pengar

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Dear Beratkast,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

If you haven't yet disclosed your gambling issues to the casino, I highly recommend you do so as the next step by contacting the casino support via email at [email protected]. You can include me in the copy of the email at [email protected]

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 Holy Luck 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.