Love Casino - Kazino ignoriše zahtev igrača za samoisključivanje.

I requested a self-exclusion at Lovecasino, see attachment, but this was ignored. The next day I was able to deposit another €100, I am demanding this back, as my desire for self-exclusion due to gambling addiction was ignored and thus, I was not protected.

Ich habe bei Lovecasino einen Selbstausschluss beantragt siehe Anhang dieser wurde ignoriert. Am nächsten Tag konnte ich weitere 100€ einzahlen, diese fordere ich zurück, da mein Wille eines Selbstausschluss wegen Spielsucht ignoriert wurde und ich somit nicht geschützt wurde.

Hello Lesa,

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

Could you please advise if your account is currently still open? If not, since when it is closed? Did you make any other deposits other than you mentioned here? When was the last time the casino responded to you and what was it about?

Please keep in mind that it might take up to 48 hours to process a self-exclusion request.

Looking forward to your answer.

Regards,

Nick

I requested a refund but never received a response. My request is simply ignored. I applied for self-exclusion on March 1st and was able to deposit money a few days later.

Ich habe eine Rückforderung angefragt aber nie eine Rückmeldung erhalten. Meine Anfrage wird einfach ignoriert. Den Selbstausschluss habe ich am 1 März beantragt und konnte einige Tage später noch Geld einzahlen.

I even received a text message from Lovecasino today even though I am banned and addicted to gambling. Please contact Lovecasino immediately

ich habe heute sogar eine sms von lovecasino erhalten obwohl ich gesperrt bin und spielsüchtig bin bitte nehmen sie sofort Kontakt mit Lovecasino auf

We have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Nick