LuckyKong Casino - Igrački račun se zatvara nakon depozita.

I requested a permanent self exclusion at this casino last year.

The other day my i checked and the account was open , i proceeded to deposit a total of 290 euro.

I went on live chat and asked to set up a deposit limit and was told a supervisor would contact me. I went to log in the next day and the account was closed.

I went back on live chat and was told my account was permanently self excluded a year ago and that i couldnt access it.

I then asked them to refund the amount deposited as they reopened my account and then closed it again.

They then said i only requested a 24 hour cooling off period and that it wasn't self excluded. So i then said if I only requested a 24 hour exclusion then the account would still be in fact open which it is not.

Im looking for the 290 returned to me as the account was permanently excluded and then they tried to back track.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyKong Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your self-exclusion from a year ago, or any confirmation from the casino you might have received regarding the self-exclusion? Send the information to my email a tomas@casino.guru
• Have you informed the casino about suffering from gambling problems in the past?
• Was your account verified?
• Could you please describe how your account was reopened? Did the casino approach you before you continued to play in the casino?

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

Best regards,

Tomas

Hey

I do not have any confirmation fron a year ago only the confirmation he sent me in live chat.

And i only told them last year when I closed it that i had problems, when i did it would have been an automatic self exclusion not a 24 cool off period because i would never have been able to open it again after 24 hours after admitting a problem.

Yes account was verified.

And I was sent an email with a promo i do not have this now i delete my emails so i went in and account was opened.

Thanks for your reply.

How much was on your account at the time of closure in November this year? Have you played and lost the 290€ you deposited earlier?

Yes played on lost it, then went on to set a deposit limit account was the closed by security saying i had a permanent self exclusion

Dear Butterfly100

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Butterfly100, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of LuckyKong Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the reopening of the self-excluded account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I have messaged all the available casino contacts we have, in hopes of getting a response while the timer moves to its second half. Fingers crossed.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Butterfly100,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

To help with your self-exclusion issue, I would like to ask you to do the following:

1. Please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. Click it, scroll down and click the button about Self-Exclusion and fill out the form. This should get you self-excluded from both LuckyKong Casino as well as all the other Anjouan-licensed ones.
2. I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead.
3. I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej