Lucky Nugget Casino - Anmodning om lukning af spillerens konto er blokeret.

Hello,

I am filing this formal complaint against Lucky Nugget Casino because it is currently impossible for me to close my account.

There is absolutely no feature or option available in my profile settings to close my account or opt for self-exclusion. Furthermore, their live chat is a major scam: it is completely run by an automated bot that loops indefinitely, making it impossible to reach a human agent or get my request processed.

I want my account to be closed permanently and immediately for responsible gambling reasons. I am escalating this here because the casino is intentionally creating technical barriers to prevent players from closing their accounts.

Thank you for your help in resolving this matter.

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Dear Jdan89,

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

Before we proceed further, I would like to clarify the important distinction between a regular account closure and self-exclusion due to gambling problems.

A standard account closure is generally considered an administrative action and usually does not prevent a player from reopening the account in the future. In such cases, the casino is typically under no obligation to permanently restrict access to the account.

Self-exclusion, however, is a responsible gambling measure specifically intended for players experiencing gambling-related difficulties. Once a player clearly requests self-exclusion due to gambling addiction or loss of control, the casino is expected to take appropriate steps to prevent further gambling activity and restrict future access to the account.

For your reference, I have also reviewed the casino’s Responsible Gambling policy and found the following:

"If you feel your gaming habits are becoming concerning, taking a break can help. Lucky Nugget offers self-exclusion tools and cooling-off options as part of our online casino self-exclusion programmes:

* A minimum 24-hour ‘Take a Break’ period.

* A minimum six-month self-exclusion period.

During these periods, your account will be locked, and we’ll take steps to prevent promotional messages. Please note that self-exclusion cannot be reversed or shortened. We also monitor new accounts and will close any accounts linked to self-excluded players.

To activate these features, players are required to contact the support team directly."

• Could you please clarify the exact reason you provided when requesting the account closure?
• Additionally, I would kindly ask you to forward any communication or account closure requests you previously sent to the casino to my email address petra.h@casino.guru.
• Could you also please clarify whether you attempted to send an email in which you explicitly informed the casino about your gambling addiction or clearly requested self-exclusion for responsible gambling reasons in your communication sent to luckynugget@playersupportcentre.com?

Once we receive the relevant communication and supporting evidence, we will be able to assess the situation more thoroughly.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Petra

Dear Jdan89,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru