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Lady Lucks - Self Exclusion issue


Found for the Casino - Our views on this case have been supported by the Gambling Commission. This is unfortunate but not in breach of license.

Read our Lady Lucks Casino Review.

Player's Complaint

I realise this complaint will not be published or upheld as I've already spoken with Ladylucks on this issue, however, I see on their current complaints there are 2 with the same issue.

I also self excluded at Lady Lucks prior to the Alea take over, given that companies try and portray the image of player protection, the fact that they are not required to procure a list of vulnerable, self excluded players during a take over (not their full accounts, just details in the interest of consistency and protecting the player) absolutely baffles me.

As I see others were having the same issue I thought I would also weigh in - this is something that regulatory bodies should be pushing for.

£400 to LadyLucks is irrelevant but to players like me it's massive.

There has to be some corporate responsibility put in place for these situations.



Read the casino review

1 Responses

User icon
March 19, 2018

Hi Bear977 - welcome to!

As you acknowledge having reviewed the other complaints about this issue you will be aware that we do not agree with your point of view at all on this issue.

The Lady Lucks casino website was sold. You excluded on the IGT license. You are still excluded (depending on the length of exclusion you selected) at all properties on the IGT license. IGT did not sell the player accounts at the same time they sold the website. Alea never took possession of your player account, could not have contacted you and you would not have been able to log in with your old details at Lady Lucks after the sale. Your self-exclusion did not carry over because you never had an account with the Alea Group.

In fact, the only way you could have lost money playing with Lady Lucks casino after the sale is if you registered an entirely new account! Where you do self-exclude with a casino you are agreeing not to try and circumvent that self-exclusion by registering new accounts.

This position has been supported by the Gambling Commission when we approached them about it.

Regardless, if you are experiencing issues controlling your gambling I would encourage you to try our new FREE tool at BetBlocker is intended to help players control their gambling by allowing them to restrict their device from accessing thousands of online gambling sites at once. Only the Windows platform is live just now, but the other platforms (Mac, Linux, Android, iOS and Windows Mobile) will be available over the coming weeks. I hope that this service can be of some help to you!



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Bear977 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

March 19, 2018

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