Lucky Meister Casino - Anträge von Spielern auf Schließung ihres Kontos werden ignoriert.

Despite repeated requests via email and chat (a total of 48 attempts), Luckymeister has not blocked, closed, or even restricted my account due to gambling addiction. Unfortunately, I subsequently lost €8,000 through further deposits. There has been no response from the casino, even though their Gambling Responsibility page states that self-exclusion is possible via live chat. All my requests were rejected and denied. Ten days have now passed. I want the money I subsequently deposited back immediately, as the casino must have known they couldn't continue managing my account in this state, yet despite my pleas, they did nothing and didn't even respond. Live chat kept saying, "Yes, yes, they see my emails, but I have to keep waiting." €8,000 back!

Luckymeister hat trotz wiederholten Anfragen per Mail und im Chat (im Endeffekt 48 Versuche) mein Account nicht wegen Spielsucht gesperrt, geschlossen oder zumindest eingeschränkt. Leider habe ich anschließen durch weitere Einzahlungen 8000 euro verloren, immernoch keine Reaktion vom Casino, obwohl selbst auf ihrer Gambling Responsible Seite steht das man im Live Chat einen Selbstausschluss machen kann, wurde das alles abgelehnt und verneint. Mittlerweile 10 Tage vergangen. Ich will das anschließend eingezahlte Geld direkt zurück verlangen, da dem Casino klar sein musste das sie meinen account nicht so weiterführen dürfen und sie trotz flehen nichts gemacht haben und nicht mal geantwortet haben. Live chat sagte immer, jaja sie sehen meine Mails aber ich muss weiter und weiter warten. 8000 Euro zurück!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original emails in .eml or .msg format in which you asked the casino to self-exclude you due to gambling addiction, including your initial request and any relevant follow-up emails? Please send them to me at veronika.f@casino.guru. If you also made such requests through live chat, please provide screenshots or chat transcripts showing the date and the exact wording of your requests.
• Could you please clarify the exact date when you first informed the casino about your gambling addiction and requested self-exclusion? Did the casino acknowledge this request or provide you with any instructions on how to proceed?
• Could you please provide a screenshot of your transaction history showing the deposits and other transactions made after your first self-exclusion request?
• Also, please confirm whether your casino account is currently still open and accessible to you.

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

Best regards

Veronika