HashLucky Casino - ギャンブル依存症の疑いがあるため、プレイヤーのアカウントは閉鎖されました。

Hello,

I am submitting this complaint today against HashLucky. A few days ago, I registered on Hashlucky. I proceeded to the KYC which was accepted and I even succeeded in making my money withdrawal. Surprise in the morning! I log in, it tells me "Account disabled for gambling addiction" NEVER did I mention being addicted to gambling (and I'm not addicted to gambling, I know myself very well.... and I'm not on any exclusion list either) I would like the Casino to review its completely unjustified decision and I would like an apology for these false accusations. 

Dear samueltherriault,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise if the casino is holding any funds? If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid there’s not much we can do for you. 

Thank you for your reply.

Best regards,

Kristina

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.

Dear samueltherriault,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.