LuckyFish Casino - Selhání vlastního vyloučení.

I won big right away after small deposits. They paid instantly. But i know me and sent emails and went to chat several times over weeks begging to close my account due to gambling problem. They email chat gave me just gives an automated response of we are looking into it and chat just stops responding once you ask for it to be close. Slowly but surely i couldnt hold on anymore and gave it all back continually asking them to close it over and over again. I saved the chats and emails and no matter what i say i can not get them to close the account with no options in the settings as well to do it. Please help

Dear Jason,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@luckyfish.io."

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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

Best regards,

Kristina

Yes i will email them right now. I said permanently

I sent them. The chat transcripts from earlier were in my

junkbox and only stay 2 weeks so they are gone but there is still a few i was able to find

No matter what i said or tried i can not get them to close it. Chat stops responding once i mention it, and i dont believe there is anyone on the other end. I dont believe they will answer you

Thank you very much Jason for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jason,

I'm Nick and I'll be assisting you from now on in your issue. I will now try to contact LuckyFish Casino to join us and help us resolve this case.

Thank you

I am assuming noone can get in contact with anyone and that there is actually no support team there

Dear Jason,

Unfortunately you are right as we still did not receive any respond from the casino. We will be still trying to contact them. However please note, that if they will fail to respond to us within the next 7 days, the complaint will be closed as unresolved and may negatively affect the casino's rating.

I tried contacting several times to tell them you tried contacting them and live support never responded. Ive lost even more since then annd now live support isnt even online

The complaint will be now closed as unresolved for the above mentioned reason. I'm really sorry that we could not help you resolving this case, but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru