LuckyWave Casino - Spelarens begäran om självavstängning ignorerades.

Good day,

On March 9th at approximately 8:30 PM, I requested self-exclusion from the aforementioned online casino via email for the first time – for my own protection due to my gambling addiction. I stated the reason.

I was able to deposit a further €380, which I would like to have refunded, as the self-protection measures were not observed.

I request immediate self-exclusion and a refund.

I would be very grateful for your help. Thank you so much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 09.03 um ca. 20:30 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben.

Ich konnte nun weitere 380€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Ich wünsche den sofortigen Selbstausschluss, sowie eine Rückerstattung.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Make sure the information about the sender, the recipient, and the time is included. My email is tomas@casino.guru
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@luckywave.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings LuckyWave Casino Support,

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

The reason for my decision is that I am suffering from gambling problems.

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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas