Lucky Twice Casino - Счет игрока остается открытым, несмотря на запрос о самоисключении.

Hi, I'm G.

I would like to inform you that I have been playing at this online casino for more than two months but for a month I have discovered that I have a gambling problem and for this reason I have permanently excluded myself from all casinos except this one. Despite having asked to permanently exclude myself for gambling problems, they continue to send me images of promotions and I continue to play, losing around 5,000 euros. For this reason, as I also asked them, I would like to know if I can get a refund, even if not all of it, because to date, despite my continuous requests for closure with self-exclusion for gambling addiction, they do not close the account, taking time, telling me that my request is being processed and in the meantime I lose.

Can something be done?

Salve sono G.

Comunico che da più di due mesi sto giocando a questo casino online ma da un mese ho riscontrato di avere un problema di gioco ed de per questo che mi sono autoescluso permanentemente da tutti i casino tranne questo che nonostante avessi chiesto di autoescludermi permanentemente per problemi di gioco loro continuano a mandarmi immagini di promozioni ed io continuo a giocare perdendo circa 5000 euro per questo come ho chiesto anche a loro vorrei sapere se posso avere un rimborso anche se non tutto perché ad oggi nonostante il mio continuo chiedere la chiusura con autoesclusione per dipendenza da gioco d'azzardo loro non chiudono l account prendendo tempo dicendomi che la mia richiesta è in lavorazione ed intanto io perdo

Si può fare qualcosa?

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would like to ask you a few questions:

• When was the first time you requested to be self-excluded from the casino?
• Did you specify the reason for your account closure in any of your requests?
• What response did you receive from the live chat agent after informing them of your wish to close your account?
• Is your account still open, or has the casino closed it in the meantime?
• Have you contacted the casino’s customer support via email as well, or only through live chat?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for the screenshots. Have you tried contacting the casino via email as well?

No via email, no only via chat as per the rules. However, the account is still open today.

No via mail no solo via chat come da regolamento comunque ad oggi l account è ancora aperto

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

Hello gionny, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Lucky Twice Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

We would like to ask the 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 negatively affect its rating.

They definitely won't reply to them, it doesn't change anything, but my account is still open.

Siccuramente non risponderanno a loro non cambia niente comunque il mio account è ancora aperto

Dear gionny,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion.

Before you go, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/it/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. To reach the best level of protection, it is advised to have a friend or a family member to set the password in your stead.

Best regards,

Matej