Casino Luck - Delayed response on refund request

Hi Avernite - welcome to ThePOGG.com!

I'm afraid I'm a little unclear as to your issue here.

Are you complaining about Goliath Casino or Casino Luck?

I'm guessing that you have self-excluded at one or the other, but are saying you were allowed to register with the other casino?

Thanks,

ThePOGG

I am complaining about Casino Luck, I had self-excluded at Goliath Casino but was allowed and encouraged to sign up and deposit at Casino Luck during the exclusion. I have sent evidence via email regarding this.

Hi Avernite,

I've discussed this issue with both the MGA and the license holder for both casinos. The MGA would only expect the account closure/self-exclusion to carry over to other properties on the license if there was some reason for the operator to conclude that the closure was being requested due to a gambling issue. In short, even if you've asked for a self-exclusion you would have had to tell the operator that you were having problems controlling you gambling before the exclusion would be applied to other properties on the license.

So the question that I have to ask is, did you tell Goliath casino you had a gambling problem?

Thanks,

ThePOGG

Yes I did. Also I received an email several days ago saying they would refund my deposits but once I gave the banking info they required they appear to have gone silent on me. Waiting for a reply

Hi Avernite,

Can you provide record of this conversation?

Thanks,

ThePOGG

Unfortunately i recently deleted the email as i expected everything was above board. Maybe they are really busy i am not sure

Hi Avernite,

Unfortunately without record of that communication this conversation is at a dead end. If you have told the operator about your gambling addiction then they would be required to extend the exclusion to all properties on their license, but without that the exclusion would only apply to the property you requested it at.

Thanks,

ThePOGG

Could you request a copy of all live chat interactions and emails on my behalf? They definitely have it, they also requested documents from me in the same email. There should be record of it.

Turns out they did not receive my email due to communication error so i have tried again and also retrieved the last two emails they sent me in regards to them asking for bank details. Please advise if you need them

UPDATE: Spent the past week and a bit sending through the various documents they have requested and now they turn around and say they cannot do bank transfer and are requiring e-wallets which I am unable to use due to both skrill and neteller being permanently closed with me unable to reopen them. They said upon sign up that a bank wire to me was possible so I don't know whats changed..

UPDATE: Refund has been received, thank you CasinoLuck for doing the right thing and thank you ThePogg for your assistance on this matter

Hi Avernite,

Thanks for letting us know - it is appreciated!

ThePOGG