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I am opening this complaint against Holy Luck Casino due to a severe violation of Responsible Gambling rules and a failed self-exclusion request.

On September 7th, I sent an email to the casino explicitly stating that I am suffering from a gambling addiction and demanded the immediate closure of my account. Instead of locking my account instantly—as required by international gambling standards and licensing laws—the casino failed to act in time. As a result, I was allowed to deposit and lose an additional €220.

When I requested a refund for these deposits, the casino officially refused, claiming that 'nothing irregular was done' from their side because my past withdrawals exceed my deposits. This excuse is completely unacceptable. A player's past financial history does not waive the casino's strict obligation to protect a self-declared addicted player.

I request the full refund of my €220 which was deposited AFTER my clear addiction notice."

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Holy Luck Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear SafePlayer22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.