Holy Luck Casino - Игрок требует возврата средств из-за незаконных действий со счетом.

1. this casino operates in the Netherlands without any license. Only for that reason they should already refund all the nett losses.
2. i asked to close my account multiple times (specificly to close it permanently) but they did everything to keep my playing. also illegal under EU-law.

so please ask a representative of the casino to refund all nett losses before i start a lawsuit

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Dear Dc62,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with KokoBet Casino. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Additionally, 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 the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

They tried everything to remain my account open. I gave them different reasons for closing but they never listened

Dear Dc62,

thank you for your reply.

Have you forwarded your account closure request to my email, please? I was unable to locate it. Could you please resend it? My email is [email protected].

Looking forward to your reply,

Katarina

Yes ive send it with my email

Check your email off the proof

Dear Dc62,

thank you for your reply and email.

I was referring to the email you personally sent to the casino requesting self-exclusion, not the casino’s reply. Could you please share that message with us?

Additionally, were there any other reasons for requesting the account closure besides the casino not holding a valid Dutch license?

Lastly, we would like to ask—out of concern for your well-being—whether gambling has been becoming challenging for you or if you feel you may be experiencing a gambling-related problem.

Thank you for your cooperation.

Katarina

If im correct ive sended you an email with the screenshots of the conversation. Ill also add them here

Hello Dc62,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Dc62,

thank you for your reply.

I have looked through the casino terms and conditions and found this rule:

7.1. You may close your Account at any time and request a withdrawal of the balance of the Account, subject to the deduction of relevant withdrawal charges. To close your Account, you must first cancel any open bets if applicable, and contact the Website customer support. Account closure can only be requested via email at [email protected] . The effective closure of the Account will correspond to the termination of Holyluck. In case the reason behind the closure of the Account is related to concerns about possible gambling addiction, you shall inform Holyluck.

• Could you please clarify what you meant by the fact that you cannot send an email to the casino and request a self exclusion?
• Could you please provide a date when the communication with the support you have provided in your previous response has occurred?

Additionally, I would recommend that you send another request, 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 due to the gambling problem

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."

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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,

Katarina