LuckyWave Casino - プレイヤーは自己排除を申請したにもかかわらず、アカウントは開いたままになっている。

Hello dear Online Guru Team,

My account at Lucky Wave Casino has not been closed despite over 30 emails in which I explicitly pointed out my gambling addiction.

I have also repeatedly confirmed via live chat that my emails have been received. Nevertheless, my request is not being processed.

As a result, deposits were still possible even though I clearly and repeatedly requested that my account be blocked.

Hallo liebes Online-Guru-Team,

mein Konto bei Lucky Wave Casino wird trotz über 30 E-Mails, in denen ich ausdrücklich auf meine Spielsucht hingewiesen habe, nicht geschlossen.

Ich habe mir zudem mehrfach im Live-Chat bestätigen lassen, dass meine E-Mails eingegangen sind. Dennoch wird mein Anliegen nicht bearbeitet.

Infolgedessen waren weiterhin Einzahlungen möglich, obwohl ich klar und mehrfach die Sperrung meines Kontos verlangt habe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Is your player's account accessible to you?
• When was the last time you were able to deposit?
• Could you please share with me your the first email you sent to the casino in which you disclosed suffering from gambling issues to the casino?
• Could you please share a sample of responses you received from the casino to your self-exclusion requests as evidence of the casino's approach?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thank you, email sent. Account finally closed, yet no response to emails etc.

Vielen Dank Email ist raus. Konto wurde endlich geschlossen dennoch keinerlei Reaktion auf Emails etc

Dear Kathrin160584,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Kathrin160584,

I am sorry to hear about your problem with LuckyWave Casino.

I will now try to contact a LuckyWave Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a LuckyWave Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Thank you very much, if anyone gets in touch I will get back to you immediately.

Vielen Dank falls sich jemand meldet melde ich mich umgehend.

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.