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Serious responsible gambling violation – self-exclusion requests ignored

I am submitting this complaint regarding HolyLuck Casino for failing to apply responsible gambling measures and ignoring repeated self-exclusion requests.

Since November 2025 I have contacted the casino multiple times requesting permanent self-exclusion and closure of my account due to gambling addiction concerns. My requests were sent via email.

Despite these repeated requests, the casino failed to close my account and continued to allow me to deposit and gamble. As a result, I was able to continue gambling and lost more than €10,000 after my initial self-exclusion request.

According to responsible gambling standards, once a player clearly requests self-exclusion, the operator should immediately block the account and prevent any further deposits or gambling activity. In my case, this protection was not applied.

My account was only closed after I escalated the situation and filed complaints. This confirms that the casino had the ability to close the account earlier but failed to do so despite my repeated requests.

I believe this represents a serious failure to comply with responsible gambling obligations and player protection policies.

Therefore, I kindly request:

A full review of my case.

A refund of deposits made after my first self-exclusion request.

An investigation into the casino’s handling of responsible gambling requests.

I am able to provide supporting evidence including:

Emails requesting account closure and self-exclusion

Transaction history showing deposits after my request

Confirmation that the account was closed only after my complaint

Thank you for reviewing my complaint and assisting with this matter.

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Dear GEOR83,

thank you very much for submitting your complaint. I am truly sorry about your negative experience with Holy Luck Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly provide details regarding the timeline of events? Specifically, when did you first request a self-exclusion from Holy Luck Casino?
• Additionally, do you currently still have access to your account?
• If possible, could you please forward your communication with the casino directly to my email at [email protected]?

Thank you very much in advance for your reply.

Best regards,

Attila

Dear GEOR83,

Thank you for your response. To clarify, could you please confirm the exact date on which the casino closed your account? Additionally, would you be able to provide a bank statement covering the period from November 5th until the closure of your account?

Thank you in advance for your cooperation.

Dear GEOR83,

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,
Attila
Casino.Guru