Holy Luck Casino - Die Bearbeitung des Antrags des Spielers auf Schließung des Kontos verzögert sich.

Hello, I've been trying to close my Holyluck account for two months. I was told I first needed to verify my identity, which I successfully did. After that, I repeatedly requested account closure due to gambling problems, and I was constantly told not to close it so hastily, that they had great offers, and so on. I repeatedly warned them that I didn't want any offers or anything like that, just to close the account, and that I had verified my identity as requested. Now I'm not getting any replies to my emails, and my account is still active.

Hallo, Ich versuche seit 2 monaten mein Konto bei Holyluck zu sperren. Mir wurde gesagt, dass ich mich erst verifizieren müsse und dies habe ich erfolgreich getan. Danach habe ich mehrfach um Kontoschliessung gebeten aufgrund Glücksspielproblemen und man hat mir ständig gesagt , ich solle es nicht so voreilig schließen und dass sie tolle Angebote hätten und und und... Ich habe wiederholt und gewarnt , dass ich keine Angebote oder sonstiges will, nur eine schliessung und ich mich wie gewünscht verifiziert habe. Nun kriege ich keinerlei Antworten mehr auf meine Mails und mein Konto ist nach wie vor aktiv.

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Dear Lesane007,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Hi Karla, thank you for your help. I have sent you an email to the requested address.

greeting

Hi Karla, danke für deine Hilfe. Ich habe dir eine Email and die gewünschte Adresse geschickt.

Gruß

ear Lesane007,

Unfortunately, we have reached a point where we are unable to move forward with your complaint. Normally, we would now attempt to contact the casino and ask for its explanation. However, Holy Luck Casino already has more than 10 complaints closed under our "No Reaction Policy," which clearly demonstrates its unwillingness to cooperate with our complaint resolution process.

Regrettably, we are therefore forced to close your complaint as "unresolved." This will negatively affect the casino's overall rating. I understand that this is not a satisfactory outcome, particularly given the nature of your complaint and your repeated attempts to have your account closed due to gambling-related problems.

We have made numerous attempts to communicate with Holy Luck Casino through emails, live chat representatives, and affiliate team members. Unfortunately, these efforts have been unsuccessful, and the casino has consistently failed to cooperate with us.

Given these circumstances, we strongly recommend avoiding Holy Luck Casino. I sincerely wish we could have been of more assistance.

The casino can request to reopen this complaint at any time should it decide to cooperate and address your concerns.

Best regards,

Karla M.