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Hi.

I have an gamling addiction, and have been excluded from nordicbet, betsafe, betsson and all of their sites. I have also self-excluded myself from unibet, vera&john and other online casino sites. Even though I self-excluded and got permanently excluded I was still able to registrer and get verified at Lucky spins. I know that its not given that you get excluded from other sites, but I thought I would mention it.

I have lost a lot of money, before and after luckyspins. I tried to see if it was possible to self exclude my self, but the only was is to contact customer support, and I did. I reached out on jan 7th explaining that I have a huge gambling problem, and that this is a very difficult situation and since there is no way for me to self exclude my self I just continue. I explained very detailed about my problem, and with the huge amount of money that Ive put in I would also think that they would reach out themselves. Before I reached out and asked for a refund and self exclusion I had deposited between 480-500.000 nok. Ive also won some, but it has all been used on luckyspins. after i reached out ive deposited approx. 115.000nok, won and made a withdrawal on 70.000nok and then deposited it all back again. I sent a new email today and explained the problem and they just restricted my account. I know Im not able to recover all my losses, but they should have done something after I told them avout my gambling problem. They should have answered and closed my account when they saw all the money that I deposited. Therefore I think its only fair to refund me the money that is spent after 7th of january.

they keep sending me promotions on text and email, and for someone like me its hard to ressist when you have the chance.

Dear bevimaca,

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

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

• Could you please share your request from 7th of January with me? Were you informed of any steps to be taken by the casino?
• Have you tried to contact the casino in any other way?
• Have you requested a refund due to self-exclusion from the casino already? With what result?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi! Thank you for your response. I never got a reply on the email I sent january 7th where I told them about my gambling addiction, how much I have lost and that Im excluded from different other casinos. My account was not restricted and I continued to recieve bonus offers, and with an addiction its impossible to resist. I told nordicbet, betsson and betsafe they excluded me when I told them I had a problem, and they also excluded me from their other sites I just sent an email to nordicbet.

unibet and ver&john did i self exclude my self since it was an option that I could do and not have to contact customer support.

I sent lucky spins an email yesterday, and also forwarded the other I sent 7th of january. They did not respond, they only restricted my account. That it self is a good thing, but since I told them 7th of january I have lost a lot of money because of bonus offers on text message and because my account didnt get restricted when I obviously have a serious gambling addiction. Its easy to see that I am furious, sad and feeling miserable in the email that I sent, and it should been taken serious.

i have tried to request a refund in the same email as I told them about my problem, and I have also requested a refund after I told them about my problem.

i can send you my emails to your email, but there is not much since they havent replied just restricted my account yesterday

I just recieved a bonus offer from luckyspins, even though my account is restricted and ive sent those emails.

Hi again,

I havent recieved an answer here or om email, i know it says you have 2 days left, but does it usually takes time ?

Thank you for your patience, bevimaca. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

• Could you please advise when you made the deposits after your initial requests for self-exclusion made on the 7th of January? When was the last time you were able to deposit to your knowledge?
• Have you tried reporting the marketing communication as spam as a protective measure?
• Have you reported to the casino you wish to be removed from marketing communication altogether on a separate occasion?

Please let me know.

Hi, i understand that you have a lot of complaints to take care of, but thank you for your answer.

I made deposits on the 9th of january until my account was restricted on january 31st.

No, I havent reaced out and asked them. They only have a chatbot on their site. I havent recieved that many promotions before, just now after that I sent the email about my problem. first one was recieved 24th of january and last one two days ago (even though my account is restricted)

I an still recieving promotions from luckyspins on text. Recieved 4 since they restricted my account, and they havent replied to my email..

Hi again. It says that its only 11 hours left yo recieve an answer, if I dont recieve an answer by that does that mean that the case is closed ?

Dear bevimaca,

I checked the casino website and found the casino's support email address is support@luckyspins.com

Could you please explain where the email address you used came from?

Please send a new email

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Lucky Spins support,

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

The reason for my decision is gambling addiction and financial difficulties.

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."

Please send another email to support@luckyspins.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hi again, thanks for your reply

I have already sent to that email on jan 7th, but they did not reply. I sent a new email on jan 30th and they restricted my account on jan 31st. Then they sent me a automatic reply saying that they would come back to me, but I haven’t heard anything. Im not able to make a deposit, so that’s good but they keep sending me promotions on text message. I have also asked for a refund, I understand that I wont get a refund for the money before I asked for self-exclusion, but in the time frame between jan 7th and jan 30th I think its fair that I get a refund since I sent them an email explaining the situation and also asked for a self exclusion.

Am I going to send a new email, like you said eventhough my account is restricted? And should I say anything about a refund?

Hi again

I have sent the email now, and put you on copy 😊

I got the email customersupport from the first time I was in touch with luckyspins, and they replied from customersupport@luckyspins.com

Thanks for the update.

Have you followed up with the casino support regarding your self-exclusion?

Has your account been closed permanently?

Have you received any confirmation from the casino?

Hi

yes, they have closed my account permanently, but they wont give me a refund from jan 7th to jan 30th…

Thanks for the update.

Could you please share evidence the casino contacted you using the address customersupport@luckyspins.com, or the address has been recommended to you by support?

This is the email, and this is also the same one that has replied me everytime.

Thanks for your reply.

could you please forward this exact exchange from the screenshot to me for review? Send the information to my email at tomas@casino.guru I apologize for the inconvenience.

I have sent you the conversations on your email

Thank you very much, bevimaca, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello bevimaca, 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 Lucky Spins Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly via e-mail at matej.l@casino.guru.

 Thank you for your patience and cooperation in advance.

Hi

i have already sent the information on email to Tomas. I dont have ant additional information other than what I have explained here ? I sent an email explaining the situation to luckyspins, they didnt reply. I contacted customer support again on 30 of january and then they resteicted my account saying that they will come back to me with information regarding refund after my initial plea. I didnt hear anything and nothing happened. I then sent a new email like Tomas said, and then they reached out and closed my account, but refused a refund from the period 7th of jan and until 30th of jan when they restricted my acccount, but not closed it ..

No worries, Tomáš has forwarded all the evidence to me and I have reviewed the case myself. For now, there is nothing else I need you to do. My request was aimed at the casino, in case they would like to share their side of the story. :)

Okei, thank you 🙂

Hi again,

what happens if they dont reply ? Is there any chance that I will be able to retrieve some of my funds … ? They never reply so I feel like they are just dragging out the time …

Hello bevimaca.

If the casino decides to ignore us, the case will be closed as 'unresolved'. Given the amount in question is quite substantial, that would drag the casino's safety rating down a lot. I know it's not a satisfactory result for you personally, but at least it would help others to stay clear of this casino in the future.

However, there is still time, and I have couple of more contacts to nudge, before that happens. With a bit of luck, I will find the person who deals with the complaints and they will be willing to start a dialogue.

Okei, I understand. I really hope they respond, but it seems like they wont … they have ignored a lot of my emails earlier so im not suprised

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.

Thank you for extending the time, but it doesnt look like the casino is going to reply. To me it just shows that they are not worthy a good rating.. they could at least answer, but they didnt reply me even though I explained my problems..

I have yet couple of contacts to try, so let's hope one of them picks this case up. Unresolved complaints like this tend to lower the casino safety index quite a bit - although the index of Lucky Spins is not too high to begin with. We'll give the caisno some more time, and I will try all the available contacts before taking further steps.

Good afternoon,

I hope this message finds you well.

I sincerely apologize for the experience you encountered. We are currently reviewing your case and will keep you informed of any updates.

Thank you for your patience and understanding.

Kind regards,

Lucky Spins Team

Thank you for stepping in, Lucky Spins Team, much appreciated! :)

Please let us know as soon as you find out what happened and what steps can be done to remedy the situation.

Thank you.

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.

Okei, lets hope they respond …

Good evening,

I hope you are doing well.

We sincerely apologize for the inconvenience you have experienced.

After a thorough investigation, we have determined that we did not receive the email due to a technical issue. We are truly sorry for the negative experience this has caused, and we want to assure you that this is a one-off incident. We have taken all necessary steps to ensure that this will never happen again.

Please be assured that all funds deposited after the email was sent have now been refunded, and an email has been sent as further confirmation. We deeply regret any disruption this may have caused and want to reaffirm our commitment to responsible gaming.

If you have any additional questions or concerns, please do not hesitate to reach out.

Best regards,

Lucky Spins

Thank you for your understanding and that you have refunded all funds after the email was sent. When did you refund it ? I have not recieved it yet. And I have not recieved an email with the confirmation ..

Hi again. I have now recieved the funds. Thank you si much for your help CasinoGuru and also thank you for understanding and refunding my funds LuckySpins!

Thank you Lucky Spins for looking into this matter for us and dealing with the issue. Much appreciated. :)

Dear bevimaca, I am glad to hear that your issue has been sorted and money refunded. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru