Lucky Hands Reviews

I am leaving this review to warn others about my experience with LuckyHands.

I have a medically documented gambling disorder and am enrolled in the Ohio Casino Exclusion program. Because I know I struggle with gambling addiction, I also voluntarily placed a one-year self-exclusion on my LuckyHands account.

Their responsible gambling policy stated that once this exclusion was set, it could not be removed.

Despite that, my exclusion was later removed, and it was done without even a question being asked. I have the emails confirming that I originally placed the exclusion. After the exclusion was lifted, I was able to access my account again.

Once I regained access, my gambling disorder took over. Within just a few hours, I made repeated high-limit deposits that were completely out of character with my previous activity and, in my view, were obvious indicators of someone experiencing a gambling addiction relapse.

I lost thousands of dollars, including money that was meant for rent and groceries.

When I contacted LuckyHands, I explained the situation, provided evidence of my documented gambling disorder, my Ohio Casino Exclusion status, and the emails showing that I had set the one-year exclusion. I requested a refund only for the losses that occurred after my self-exclusion had been improperly removed, as those wagers were made after I had already taken responsible steps to prevent myself from gambling.

Instead of addressing my concerns, I feel they have dismissed them and have acted as though the self-exclusion was never in place, despite the documentation I possess.

Responsible gambling tools exist to protect vulnerable players during moments when they cannot protect themselves. Self-exclusion is supposed to be one of the strongest safeguards a gambling operator offers. When someone with a diagnosed gambling disorder takes the difficult step of activating that protection, they should be able to trust that it will remain in place according to the operator's own stated policy.

My experience has been devastating.

I have lost thousands of dollars, and my family is now struggling to afford basic necessities like food and rent.

I hope LuckyHands reviews how it handles self-exclusions and takes greater care to ensure that players who seek help through responsible gambling tools are actually protected and does the right thing and refunds the purchases made after the ban was improperly lifted against their own responsible gaming policy.

I have all the emails and policies saved to back up what I have said above, and I can also tell you that daily I have begged them to do the right thing and told them honestly my situation now because of this and nothing has changed and it has been three days now since the last reply from management where they mistakenly claimed I didnt set an exclusion so I sent them proof I did and they said they would review and get back to me and still have not done so.

I also want to let you know that they offer free sc for positive Trustpilot reviews on their site if you are a real player. So please beware!