LuckyHour Casino - 自己排除後にカジノに入金するプレイヤー。

I chose Rollingslots, but the biggest problem is with Stelario and their sister-casino LuckyHour.

Hello!

I used to play at Rollingslots, previously known as Rollingslots6. When I tried to withdraw my winnings, they confiscated my winnings and refunded all of my deposits, SpinSpirit1 did the same thing. I never got any information besides that it was a risk zone. They also told me to avoid their sister casinos, but despite contacting them, they've not responded and blocked my emails – everything I send bounces back to my inbox.

Now, I have been playing at a casino that also appears to be associated with them: LuckyHour1 and Stelario. Last year in 2023, I closed my account at Stelario because I was suffering from a gambling addiction, and they were supposed to block me – and they did. However, I have managed to make a deposit at a casino with the same registry as Stelario, called LuckyHour1, who also verified me, but they never blocked me there. I've deposited around €1600 and more. Now, I've tried to ask them about Stelario, but they completely avoid the question and say they only deal with their own casino, which is not true and they always try to get rid of me. I am attaching documents as evidence.

I hope you can help me, as per the law and their policy I must receive back every single cent I deposited after my ban.

valde eollingslots men problemet är störst av stelario och deras systercasino luckyhour

Hej!

Jag spelade längesen på Rollingslots, aka Rollingslots6 förut. När jag skulle dra ut min vinst så konfiskerade de min vinst och betalade ut alla mina insättningar, i samband gjorde även SpinSpirit1 det, jag fick aldrig reda på något annat än att det var en risk zon. De sade också att jag skulle undvika att spela på deras systercasinos, men trots att jag kontaktat de har de inte svarat mig och blockerat mina mejl för det jsg skickar skickas tillbaka till mig i min inkorg med mitt mejl som jag mejlar.

Nu har jag spelat på casino som ser ut o tillhöra de också. Luckyhour1 och Stelario. Förra året 2023 stängde jag ner mitt konto på Stelario eftersom jag hade spel beroende och de skulle stänga av mig och gjorde det. Nu har jag lyckats sätta in på ett casino med samma register som Stelario, vid namn LuckyHour1, har verifierat mig också men de stängde aldrig av mig där. Nu har jag lagt in cirka 1600€ och mer. Nu har jag föröskt fråga dom om Stelario och de undviker min fråga helt och hållet och säger att de endast har med sina egna casino att göra men det stämmer inte och de försöker alltid bli av med mig. Så ser detta ut jag skickar in bilagorna.

Hoppas ni kan hjälpa mig, ja ska enligt lag och enligt deras policy ha tillbaka vartenda krona insatt efter min avstängning.

Dear wrgbdng9sg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Do I understand correctly that this complaint is about LuckyHour Casino? Could you please post the casino's website link here in this thread?

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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello!

Yes.

Luckyhour http://luckyhour1.com/ .

i banned myself from playing at stelario and these two are sister casinos but was still able to deposit.

Sincerely

Hej!

Ja.

Luckyhour http://luckyhour1.com/.

jag stängde av mig från spela hos stelario och dessa två är syster casinon men var ändå kapabel till att sätta in.

mvh

Dear wrgbdng9sg,

Thank you for reaching out in regard to your concerns.

We understand the frustration you have experienced with your interactions with certain online casinos. However, we would like to clarify that RollingSlots has no affiliation with SpinSpirit, LuckyHour or Stelario.

As a separate entity, we operate independently and maintain our own policies and procedures regarding player accounts, withdrawals, and responsible gambling practices. While we sympathize with your situation, we regret to inform you that we are unable to assist with matters related to other online casinos.

If you have any questions or concerns specifically related to your experience with RollingSlots, please feel free to reach out to us, and we will do our best to assist you.

Best regards,

Rolling Slots Casino Representative

Hello! I wonder why you closed my account, refunded me and in connection with this spinspirit1 did the same thing?

Do you have the same system for KYC information?

Hej! Jag undrar varför ni stängde ner mitt konto, återbetalade mig och i samband med detta gjorde spinspirit1 samma sak ?

Har ni samma system för KYC information?

I am writing to you here as well because you have blocked me from emailing you.

Jag skriver till er här också eftersom ni har blockerat mig från att mejla er.

As you can see, as soon as Rollingslot informed me of refund, spinspirit1 all of a sudden sent me this.

Dear wrgbdng9sg,

We have reviewed your account activity and found that the deposits were refunded due to not passing our verification process, resulting in the closure of your account.

While we sympathize with your situation, we regret to inform you that we are unable to assist with matters related to other online casinos (such as : SpinSpirit, LuckyHour or Stelario ) and do not possess information regarding refunds or closure.

Regarding sister casinos, we would like to clarify that our sister projects include Wild Tokyo and Need For Spin, but not the aforementioned platforms. We recommend checking the licenses of online casinos for future reference, as this can help identify sister casinos more accurately.

If you have any further questions or concerns, please don't hesitate to reach out.

Best regards,

Rolling Slots Casino Representative

Yes but what kind of verification failed?

For me the verification went through but when I was about to cash out everything stopped and in the exact same connection almost the same minute spinspirit1 sent me the exact same thing you sent about returning my deposits which is illogical to me unless you are linked together , do you perhaps have the same KYC verification system?

Ja men vad är det för typ av verifiering som inte gick igenom?

För mig gick verifieringen igenom men när jag skulle ta ut pengar så stoppades allt och i exakt samma samband nästan samma minut skickade spinspirit1 precis samma sak till mig som ni skickade om att returnera mig mina insättningar vilket är ologiskt för mig om ni inte är kopplade tillsammans, har ni kanske samma KYC verifikations system?

Hello everyone,

wrgbdng9sg, please note that I changed the casino to LuckyHour Casino, since it is not about Rolling Slots Casino and the representative will no longer be able to reply to this complaint.

I checked the responsible gambling section of LuckyHour Casino and I found this:

Responsible Gaming

We at LuckyHour believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at LuckyHour, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them.

Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@luckyhour.com and ask to terminate your LuckyHour account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before.

Please contact customer support team if you want to set a personal cooling-off period.

You can also seek for help from professionals who deal with gambling problems:

Gamblers Anonymous, GamCare, Gambling Therapy.

Complaints Resolution Procedure

You may contact our customer Support Service Team by email: support@luckyhour.com.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from LuckyHour Casino directly?

I contacted them and I have proof of their response that I want to post, is it okay if I email it to you?

jag Kontaktade dom och jag har bevis på deras svar som ja vill posta, är det okej att jag mejlar er det ?

So I tried and they did not even allow me to answer or send the evidence, that is their cause of refusing refund. Where can I send this evidence ? Should I email you guys or just drop it here ? Also I don’t want to ruin the reputation of the casino, so maybe I can email you Kristina?

You can forward any supporting evidence together with all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

I sent an email with their response, and I also sent the proof that it's iWildCasino's fault, they used that it was my fault for giving a different address but it's not correct, I gave them 29/7-2023 so before I closed my account , now they will have to answer for their mistakes and accusations, these are my rights and I will never let them go. Right should be right, you as a casino should not make me feel worthless and defenseless, thanks to a system that should work but which you have mismanaged, so I will not take the hit for them. There will be 1000's of people who will read this post as it is I who introduced you here, everything I do and followed and presented has been the law, everything you have considered my fault, I have refuted. Now it remains for you, with all due respect, to do the right thing as a casino, you have also not made a mistake on purpose, but there is miscommunication between you and your partner, check Stelario, what kind of address did I have there?

I played at your casino yes, that's right, but yes I could, so I never thought you were a partner with stelario and iWildCasino, it's not something anyone is looking for, also that yes I could register, it's also your system's fault.

The worst thing is that you closed my account after my KYC.

So you have found connection from my account with you and your partners. So who is responsible for this?

Completely unacceptable to take advantage of me as a human being with the understanding that I have an addiction and as I have explained, where is your responsible gaming? Why hasn't the address been changed, it was 7-8 months since you received the email. It is because you have chosen to ignore it unaware that it will resurface.

I am completely dissatisfied with you because of your accusations which have lowered me personally as a person. Never in my life have I experienced a support that struggles to push me down and say that " This decision is final and will not be reviewed."

, like I'm not worth a shit, just one in the crowd, thank you for casinoguru and I thank you for the laws and regulations that exist. Take a good look at who is sitting and making decisions and deciding behind you. What is the hidden evidence that would work in my favor and then deny me my right to get back what I should have back.

With all respect and love

Hope this clears up.

Jag skickade ett mejl med deras svar, och jag skickade även beviset på att det är iWildCasinos fel, de använde att det var mitt fel som angav annat adress men det stämmer inte, jag angav de 29/7-2023 alltså innan jag stängde mitt konto, nu ska dom få stå för sina misstag och anklagelser, dessa är mina rättigheter och jag kommer aldrig släppa taget om dom. Rätt ska vara rätt, ni som casino ska inte få mig känna mig värdelös och försvarslös, tack vare ett system som ska fungera men som ni har misskött, så ska jag inte ta smällen för de. Där kommer vara 1000 tals som kommer läsa detta inlägg då det är jag som presenterade in er här, allt jag gör och följt och presenterat har varit lagen , allt ni har ansett som mitt fel, har jag motbevisat. Nu återstår det att ni med all respekt, gör rätt ifrån er som casino, ni har inte heller gjort fel medvetet, men det är misskommunikation mellan er och era partner, kolla stelario, vad hade jag för adress där ?

Jag spelade på er casino ja, det stämmer, men ja kunde, så jag trodde aldrig att ni var partner med stelario och iWildCasino, det är inget någon letar efter, dessutom att ja kunde registrera mig, det är också ert system fel.

Det värsta är att ni stängde ner mitt konto efter mitt KYC.

Så ni har hittat koppling från mitt konto hos er med era partner. Så vem är det som ska stå för detta?

Fullt ut oacceptabelt att utnyttja mig som människa med förståelse till att jag har ett beroende och som jag har förklarat, var är ert responsible gaming? Varför har inte adressen ändrats, detta var 7-8 månader sen ni fick mejlet. Det är för ni har valt att ignorera det omedvetet om att det kommer att dyka fram igen.

Jag är fullt ut missnöjd med er pågrund av era anklagelser som har sänkt mig personligt som person. Aldrig i mitt liv har jag varit med om en support som kämpar för att trycka ner mig och säga att "This decision is final and will not be reviewed."

, som att jag inte är värd ett skit, bara en i mängden, tackar för att casinoguru finns och jag tackar för lagar och regler som finns. Ta en ordentlig titt på vem det är som sitter och tar beslut och bestämmer bakom er. Vilka det är som undangömt bevis som skulle fungera i min fördel för att sen avböja mig min rätt till att få tillbaka vad jag ska ha tillbaka.

Med all respekt och kärlek

Hoppas att detta reder ut sig.

Do I understand correctly that you have never requested self-exclusion from LuckyHour Casino, however, they closed your account based on self-exclusion in another casino?

Yes, they only realized after I did KYC apparently. They sent 20€ withdrawal then blocked my account, Rollingslots and Spinspirit did the same after KYC but they never let me withdraw but they returned all my deposit from day 1. You can see what I emailed you, how d3 mention that it is due to address and city but yes also sent with the proof that they had ignored my attempt to change address already 2023/07/29 😂. Sent the proof to them but they chose to ignore as usual.

Sincerely

Ja, de insåg de först efter jag gjorde KYC tydligen. De skickade 20€ uttag sen blockerade mitt konto, Rollingslots och Spinspirit gjorde samma sak efter KYC men de lät mig aldrig ta ett uttag utan de lämnade tillbaka all min insättning från dag 1. Du kan se det jag mejla dig, hur d3 nämner att det är pågrund av adress och stad men ja skickade även med beviset på att de hade ignorerat mitt försök till att ändra adress redan 2023/07/29 😂. Skickade beviset till de men de valde att ignorera som vanligt.

med vänliga hälsningar

I have emailed you all the documentation required to refute LuckyHour's support team. 👍😁

Jag har mejlat dig all underlag som krävs för att motbevisa LuckyHours support team. 👍😁

Hi Kristina!

How is it going?

Are you investigating the case?

Sincerely

Hej Kristina!

Hur går det?

Undersöker du ärendet ?

med vänliga hälsningar

Alright, so we discussed this case internally and we concluded that we are not able to help you with the refund. The first and most important reason is that you never informed this specific casino about your gambling problem before depositing. Simply, based on what I see in your emails, it appears that the casino only became aware of this incidentally after you submitted documents.

Furthermore, you registered at a sister casino using a different home address. As a result, the casino initially did not detect your account. However, upon discovering this during verification, your account was promptly closed, and any remaining balance was paid out. We believe that unless the casino has an MGA or UKGC license, sister casinos are not required to close accounts across all affiliated websites and refund deposits. This particular casino is licensed in Curaçao, and in our view, they handled the situation appropriately.

Since your account has already been closed, we are not able to assist you further. If you disagree with our decision, you can always try contacting the licensing authority as they have more tools and options to help.

I would like to mention, we also offer the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.