Lucky Hunter Casino - A conta do jogador não foi encerrada conforme solicitado.

I asked in the online chat to have my account blocked due to gambling addiction and then I left again! This wasn't done, which led to me losing all my money the next day! When I asked why my account hadn't been blocked, even though I had requested it, the answer was that I hadn't responded in the chat! It doesn't matter what; as soon as you mention gambling addiction, you should at least have your deposits blocked, like in other casinos! Now I've asked if they'll refund my money, but no, it's my fault!

Ich habe im Onlinechat darum gebeten meine Konto wegen Spielsucht zu sperren und bin wieder raus! Dies wurde nicht gemacht, das dazu geführt hat, dass ich mein ganzes Geld am nächsten Tag verspielt habe! Auf Anfrage warum mein Konto nicht gesperrt wurde, obwohl ich darum gebeten habe, war die Antwort, dass ich nicht im Chat geantwortet habe! Ist egal was, sobald man Spielsucht schreibt, sollte zumindest eine Einzahlungssperre vorgenommen werden, wie in anderen Casinos auch! Jetzt habe ich nachgefragt, ob sie mir meine Geld erstatten, aber nein ich bin ja schuld! 

Hello NesliNes,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Hunter Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if you have tried to request a self-exclusion through their e-mail support?
• is your account already blocked or still open?
• When was the last time you spoke to the casino and what was it about?

Please forward the chat where you have requested for exclusion to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

I wrote in the live chat and then left. As you can see, it was also seen and answered by Emma in the live chat, but I was no longer there! In any casino, it should be enough to block deposits, at least until the situation is clarified! Then the next day, after it was not blocked, I deposited and played again! I also asked again in the live chat about a bonus! As you can imagine, you just keep playing when the money is available, which is why, in my moment of common sense, I asked for a block! I have since had the account blocked, also in the live chat, this time it was no problem, strange, I no longer have access!

Ich habe im Live-Chat geschrieben, und bin dann raus, wie sie sehen, wurde es auch im Live-Chat von Emma gesehen und beantwortet, jedoch war ich nicht mehr da! Es müsste in jedem Casino reichen, wenigstens bis zum Klären der Lage, die Einzahlungen zu sperren! Habe dann am nächsten Tag, nachdem es nicht gesperrt wurde wieder eingezahlt und gespielt! Auch habe ich nochmal im LiveChat nach einem Bonus gefragt! Wie sie wich vorstellen können, spielt man einfach weiter wenn das Geld verfügbar ist, deshalb habe ich auch im Moment der Vernunft nach einer Sperre gefordert! Mittlerweile habe ich das Konto sperren lassen, auch im LiveChat, diesmal war es keine Problem, komisch, habe keinen Zugriff mehr!

Hello NesliNes,

I'm glad to hear that your account is now closed.

Do you have the chat transcript available somewhere as it is a crucial evidence in such cases?

Awaiting your response.

Regards,

Nick

Unfortunately, I only have a screenshot of this chat, which I've attached. Before I could take any more screenshots, I was closed after I questioned why it wasn't blocked immediately! However, I sent an email thread to your email address, and I haven't received a response there either.

Ich habe leider nur ein Screenshot von diesem Chat wo ich beigefügt habe, bevor ich noch weitere Screenshots machen konnte, wurde ich geschlossen, nachdem ich hinterfragt habe, warum es nicht sofort gesperrt wurde! Habe sir aber einen Mailverlauf an deine eMail geschickt, auch hier wird mir nicht mehr geantwortet

Hello NesliNes,

Would it be possible to forward the full e-mail communication with the casino as basically you have forwarded only their response.

Additionally, can you please confirm whether your account is still open?

Awaiting your response.

Regards,

Nick

Hello Nick, unfortunately I only have one answer: since my account is no longer active, I can no longer view the chats!

Hallo Nick, ich habe leider nur die Antwort, da mein Konto nicht mehr aktiv ist, kann ich leider die Chats nicht mehr ansehen!

Hello NesliNes,

I have requested the e-mail communication which is not related to the status of your account.

Either way, without any actual evidence, we can't proceed is solving this matter and we will be forced to close the complaint.

You can reopen the casino by providing the requested evidence to nikolas.b@casino.guru.

Best regards,

Nick