Lucky Circus Casino - Играчът иска закриване на акаунта, но не получава отговор.

Hello Casino Guru Team,

I have been playing at Lucky Circus Casino for a few weeks. I was enticed with a 150 Euro bonus through an email that was sent to me out of the blue, even though I had never registered there. Unfortunately, I took the bait, registered, and have since lost several thousand euros. A few days ago, I had enough and wanted to close my account. First, I tried the contact form, but there was no response. Then I went to the live chat, where they told me I couldn't close my account there and needed to send an email to support. I did so, but there has been no response for several days. In the meantime, I ended up depositing over 1000 Euros again... I didn't want to, but the addiction got the better of me. I am very angry that my direct request to close the account was ignored and no action was taken. Today, I didn't even receive any receipts for the payments, which normally came via email.

I find Lucky Circus's behavior irresponsible.

Best regards, C.

P.S. Unfortunately, I can't upload the screenshot of my email.

Hallo liebes Team von Casino Guru,

ich habe seit einigen Wochen im Lucky Circus Casino gespielt. Angeworben wurde ich mit einem 150 Euro Bonus per Mail, der mir einfach zugesandt wurde, obwohl ich mich gar nicht dort angemeldet hatte. Leider hab ich mich ködern lassen, mich angemeldet und seitdem einige tausend Euro verspielt. Vor einigen Tagen hatte ich genug und wollte mein Konto schließen. Zuerst bin ich über das Kontaktformular, keine Reaktion. Dann war ich im Livechat, wo man mir sagte, ich könne dort nicht mein Konto schließen und müsse eine Mail an den Support senden. Habe ich getan. Keine Antwort seit ein paar Tagen. Habe inzwischen nun doch wieder eingezahlt, über 1000 Euro..ich wollte das nicht, leider war die Sucht stärker. Ich bin sehr wütend, dass ich auf meinen direkten Wunsch der Kontoschließung keine Antwort erhalten habe und keine Maßnahmen. Heute wurden mir lediglich keinerlei Belege mehr gesendet über die Zahlungen, sonst kamen sie per Email.

Ich finde das Verhalten von Lucky Circus verantwortungslos.

Mit besten Grüßen, C.

Ps: der Screenshot meiner Email lässt sich leider nicht hochladen.

Dear claudiaHH, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your email.

I'm sorry to hear that you don't have any screenshots of your request to close your account due to gambling addiction prior to October 8. Unfortunately, we can only assist players in obtaining refunds if they have explicitly communicated their gambling issues and the casino has failed to close their account. In the emails you shared with us, it appears that you mentioned your struggle with controlling your gambling only yesterday for the first time. Have you received a response from the casino regarding your recent request?

Hello Veronika,

No, I haven't received an answer. Of course I'll let you know.

There was no mention of a stake limit, and there has simply been no response for days. Player protection is not a priority here, and neither is support. I have never experienced a live chat that cannot close an account. Nor was there any question as to why closure was desired in the first place. I find the behavior and support to be completely inadequate. My uncontrolled gambling behavior is of course my fault, but there should be better protection, as the casino notices it, especially after my inquiries.

Thanks anyway for the answer & kind regards, C.

Hallo Veronika,

nein ich habe keine Antwort erhalten. Natürlich gebe ich Bescheid.

Es wurde auch nicht auf ein Einsatzlimit eingegangen, seit Tagen einfach keine Antwort. Der Spielerschutz wird hier nicht großgeschrieben, und der Support auch nicht. Habe auch noch nie erlebt, dass ein Live Chat kein Konto schließen kann. Es wurde auch nicht nachgefragt, warum überhaupt eine Schließung gewünscht ist. Ich finde das Verhalten und den Support absolut mangelhaft. Mein unkontrolliertes Spielverhalten ist natürlich meine Schuld, jedoch müsste es einen besseren Schutz geben, da das Casino das ja auch mitbekommt, gerade auch nach den Anfragen meinerseits.

Trotzdem danke für die Antwort& liebe Grüße, C.

I have checked the Responsible Gaming section of Lucky Circus Casino, and here’s what I found regarding their Personal Limits feature:

Personal Limits

To assist you in gambling responsibly we offer the Personal Limits feature. You can set limits on the amount you lose or wager. This functionality can be set by sending an email to customer support at support@luckycircus.com

Limits can be amended at any time. A decrease in the limit will take effect immediately, however an increase may only occur after email confirmation and only after the previous limit of the same type expires, in order to avoid rash decisions. If you require further information or assistance regarding Personal Limits, please contact our support team at support@luckycircus.com

Loss Limit. A limit on your losses in the casino for a day, a week, or a month.

Wager Limit. A limit on the wagered amount for a day, a week, or a month.

Cooling-Off Limit. You can set a Cooling-Off Period for a definite period of time. While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be re-activated.

Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiring your account will automatically be re-activated.

Self-Exclusion By Request

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at support@luckycircus.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@luckycircus.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from the verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits.

It appears that the casino does not offer an option to limit deposit amounts. I understand how frustrating this may be, as having the ability to limit deposits could help players manage their spending more effectively. I apologize for any inconvenience this may cause. However, as a general policy, we do not handle individual complaints related to responsible gambling tools. While we recognize the importance of these features, verifying their proper setup can be complex, and we believe it is more constructive to encourage casinos to implement additional responsible gambling tools rather than penalize them for any potential issues during implementation.

Have you received any response to your self-exclusion request yet?

Hello Veronika,

I haven't received any response yet. I can still log in, I just tried it. However, I haven't deposited anything.

It shows me how Lucky Circus Casino treats players. It seems to be a mixture of lack of

sense of responsibility, greed and arrogance.

I've only experienced this in one other casino, otherwise everything was fair. Of course, there are plenty of losses anyway!

I appreciate your effort, Veronika, and thank you! I know there's not much you can do.

My aim is to criticize this kind of behavior. I pay the money as a lesson and as an incentive to stop playing.

Best regards, C.

Hallo Veronika,

bis jetzt habe ich keinerlei Antwort erhalten. Ich kann mich auch noch einloggen, habe es eben probiert. Allerdings habe ich nichts mehr eingezahlt.

Es zeigt mir, wie im Lucky Circus Casino mit Spielern umgegangen wird. Es scheint eine Mischung aus fehlendem

Verantwortungsbewusstsein, Geldgier und Arroganz zu sein.

Das habe ich bislang nur in einem anderen Casino so erlebt, ansonsten lief immer alles fair. Verluste gibt es natürlich auch so genug!

Ich schätze deine Mühe, Veronika und bedanke mich! Ich weiß, dass du da wenig tun kannst.

Es geht mir darum, so ein Verhalten zu kritisieren. Das Geld bezahle ich als Lehrgeld und Anreiz, das Spielen zu lassen.

Mit freundlichen Grüßen, C.

Thank you very much, claudiaHH, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much. As an update, yesterday, after 5 days, I received a reply from Lucky Circus to my email requesting a blocking and expressing problematic gaming behavior: "my email had been lost in the archives." I was asked again whether I wanted to block my account. I replied directly yesterday afternoon, but still no result. I can still log in.

Best regards, C.

Vielen lieben Dank. Als Update habe ich gestern nach 5 Tagen auf meine Email mit dem Sperrwunsch und Äußerung eines problematischen Spielverhaltens eine Antwort vom Lucky Circus erhalten " meine Email sei im Archiv untergegangen". Ich wurde nochmals gefragt, ob ich mein Konto sperren möchte. Habe gestern nachmittag direkt darauf geantwortet, aber noch kein Ergebnis. Kann mich weiterhin einloggen.

Viele Grüße, C.

Hello claudiaHH,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lucky Circus Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? According to the player's last post in this thread, I am hopeful that the self-exclusion process is well underway.

Thank you in advance.

Respectfully,

Michal

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 claudiaHH,

I am trying to contact the casino internally, outside of this thread. I will let you know with any updates. Thank you for your patience.

Hello Michal,

My account has now been closed. But it took a very long time. I find the support to be inadequate.

Thank you very much for your support!

Best regards, C.

Hallo Michal,

mittlerweile wurde mein Konto geschlossen. Es hat aber sehr lange gedauert. Ich empfinde den Support als mangelhaft.

Ich bedanke mich sehr für die Unterstützung!

Liebe Grüße, C.

Dear claudiaHH,

I am glad to hear that your account is permanently closed. From the evidence you have provided us, I can see that you asked for self-exclusion due to problem gambling on the 8th of October. Can you tell me the exact date your account was closed?

Hello Michal,

Thanks for the answer. On October 22nd I received a reply from Lucky Circus saying that my account was closed. Unfortunately I still receive promotional emails, but I can no longer log in.

Best regards, C.

Hallo Michal,

danke für die Antwort. Am 22. Oktober erhielt ich die Antwort vom Lucky Circus, dass mein Konto geschlossen ist. Promotion Emails bekomme ich leider immer noch, aber einloggen kann ich mich nicht mehr.

Viele Grüße, C.

Dear claudiaHH,

Did you make any deposits between the self-exclusion request and the date of the account closure?

Hello Michal,

To be precise: I first asked for an account closure, not a self-exclusion. (Veronika pointed out the difference in her post) After that I lost more money. After the clear self-exclusion request on October 8th following correspondence with the casino, I did not lose any more money.

The whole process took a long time (the casino responded on October 22nd, see above) and in my opinion Lucky Circus delayed it on purpose. However, it was my mistake to just close my account at the beginning instead of having it blocked.

Best regards, C.

Hallo Michal,

um genau zu sein: ich habe zunächst um eine Kontoschließung gebeten, keinen Selbstauschluss. (Veronika hatte in ihrem Beitrag auf den Unterschied hingewiesen) Danach habe ich weiteres Geld verspielt. Nach der deutlichen Selbstausschlussanfrage am 8. Oktober in Folge der Korrespondenz mit dem Casino habe ich kein weiteres Geld verspielt.

Der ganze Prozess zog sich sehr lange hin ( das Casino reagierte am 22.Okt, s.o.)und meiner Meinung nach hat das Lucky Circus es auch absichtlich hinausgezögert. Allerdings war es mein Versäumnis, zu Anfang nur mein Konto schließen, statt sperren zu lassen.

Viele Grüße, C.

Thank you for the confirmation.

With all of the above taken into account, do you consider this case to be resolved, since your account is permanently closed?

Hello Michal,

Yes, I consider the case solved.

However, I still feel that the support is inadequate in terms of speed and player protection.

Thank you for your support!

Best regards, C.

Hallo Michal,

ja ich betrachte den Fall als gelöst.

Allerdings weiterhin unter dem Aspekt, dass der Support für mich mangelhaft ist in Bezug auf Schnelligkeit & Spielerschutz.

Vielen Dank für die Unterstützung!

Liebe Grüße, C.

Dear claudiaHH,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru