Bilucky Casino - Сметката на играча е отворена въпреки самоизключването.

I am self excluded from bilucky casino due to gambling problems

Yet I was able to open a new account with same details and same verification documents and also using same bank account for deposits on second account.

I think that deposits on second account should be refunded due to self exclusion not being observed.

I also think that the casino should look into how I was able to open a second account and make it not possible to open new accounts so easily when self excluded.

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Dear mrgazza,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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,

Katarina

Dear mrgazza,

thank you for your reply.

Do you have any evidence or message stating your wish to self exclude because of the gambling problem?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina

Sent you an email off self exclusion at bilucky.

Thanks

G****

Dear mrgazza,

thank you for your reply and your email.

• Do I understand correctly that this is your only evidence for your self exclusion?
• When was the last time you were allowed to make a deposit?
• Do you have an access to your deposit history, please? If so, could you please share it with me? My email is [email protected].

Looking forward to your reply,

Katarina

Hi Katarina

Emails sent

Thanks

Gary

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mrgazza,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina