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Lucky Thrillz – Account issue

Ruling

Resolved - A Responsible Gambling issue has been resolved and this player's deposit has been refunded to them by Lucky Thrillz casino.

Read our Lucky Thrillz Casino Review.

Player's Complaint

Hello

I signed up for this casino in good faith with all my accurate and normal sign up email and details.

I played there for a while before discovering they were part of the same group as Hopa Casino with the same UKGC license.

I am self excluded permanently at Hopa casino. I have been since last year. I have a gambling issue and occasionally do find myself signing up at new sites.

My complaint is as follows.

Why was I able to sign up at this sister site and deposit with exactly the same details that I used at Hopa? I feel had I won my winnings would for sure have been void and as such I want my deposits back.

I have sent two formal complaints to lucky thrillz and they have ignored both. I have tried live chat and when they see it is me they terminate.

I hope you can help or point me in the direction of somebody who can?

The UKGC states that I should not have been able to sign up in their regulations.

Thanks

Read the casino review

9 Responses

ThePOGG
Feb 14, 2018

Hi helpjakes - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

helpjakes
Feb 18, 2018

Thank you. Just as an update the only message I have had from them is as follows over the last few days:

Dear Xxx,

Just to confirm as per your request, your Luckythrillz account has been closed.

Please don’t hesitate to get back in touch xxx, by chat or by email at [email protected], should you wish to play again.

For sure loads of free bonuses will be waiting for you!

Yours sincerely
xxx
Account Manager
Luckythrillz

So they have totally ignored my complaint and also added I can reopen my account after me telling them about my issues... :/

ThePOGG
Feb 19, 2018

Hi helpjakes,

When you originally self-excluded at Hopa casino you selected an option to limit the self-exclusion only to Hopa casino rather than extending it to the whole license.

As a result of this complaint your self-exclusion has now been extended to your Lucky Thrillz account. The support agent in question has simply spotted that your account was closed and failed to notice that the closure was Responsible Gambling based. They would not have been able to re-open your account for you.

I'm checking a few nuances of the self-exclusion regulations with the UKGC to ensure nothing inappropriate has taken place here and will revert to you once I've received feedback.

Thanks,

ThePOGG

ThePOGG
Mar 21, 2018

Hi helpjakes,

My apologies for the delays. My understanding is that the operator will be issuing you a refund. Please give me some time to confirm. In the meantime if you hear anything I would appreciate it if you could let us know.

Thanks,

ThePOGG

helpjakes
Mar 21, 2018

Hi

Thank you for the update. I have heard nothing my end from them but will let you know if I do.

Thank you

ThePOGG
Mar 30, 2018

Hi helpjakes,

Has your deposit been returned?

Thanks,

ThePOGG

ThePOGG
Apr 06, 2018

Hi helpjakes,

If we haven't heard from you by Friday the 13th of April I'll assume you've receive your refund and close this complaint.

Thanks,

ThePOGG

helpjakes
Apr 06, 2018

Hello,

Sorry for the delay I have been away.

I can confirm that I have received a refund. Thank you very much for your help with this.

If it could be noted, at no point in this did I hear a word from the casino to confirm or respond to anything, just the refund in my account, but I am grateful for that so thank you!

ThePOGG
Apr 09, 2018

Hi helpjakes,

Thanks very much for letting us know. It is appreciated!!

ThePOGG

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