Bilucky Casino - プレーヤーは、プレーヤー保護が失敗したため払い戻しを要求します。

I asked them to close my account permanently.

it was not possible.

only a cooling off period for a month.

after this month i played again and lost 3000 euro.

I told them the first time I have an addiction.

now they finally closed my account.

on there website they say its possible.

i want them to refund something….

Dear Jorgen,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you asked the casino for a refund already? What was the casino's response?
• Could you please share your initial attempts to close your account permanently and the casino's response to your request?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to 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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I asked them to refund.

they only say that my account is now closed.

First they Said It was impossible!

I sended more then 1 mail to tell them to close my account. But they didn’t

They say now that I didn’t ask earlier for closing my account.

after my First e-mail I lost About 8000.

they say i won more then loosing…

maybe that’s correct, but with my winnings I paid some things here.

i lost after mailing them, that’s the hole issue

Thanks for the provided information and the update.

Please understand we can only ask the casino for a refund if you informed them about having a gambling addiction and the casino failed to protect you.

From the conversation you provided it's not clear whether you informed the casino and when.

If you have proof of your initial claims you informed the casino about having a gambling addiction please forward this to me, otherwise, we won't be able to assist you.

Thanks in advance for your reply.