The player from Germany lodged a formal complaint against LuckNation Casino for failing to implement her self-exclusion immediately, which resulted in significant deposits during that period. After the casino admitted its failure and agreed to a goodwill payment of €1,600, they cancelled her payout request and reactivated her account, allowing further gambling, which contradicted the self-exclusion agreement. She sought a regulatory investigation, a full refund of all deposits made after her self-exclusion, and written notification of measures taken. The complaint was marked as resolved after the player confirmed the issue had been addressed, with cooperation between the player and Complaints Team facilitating the resolution.
LuckNation Casino - Player reports violations after account reactivation.
Resolved
Our verdict
Case closed
Amount: €3,600
LuckNation Casino
Safety Index:LowCase summary
Discussion
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3 weeks ago
Important notice:
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3 weeks ago
Dear Kora76, thank you very much for submitting your complaint. I am truly sorry about your negative experience with LuckNation Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you still have access to your account at the moment?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Additionally, could you please forward the signed letter you have sent to the casino? You can reach me via email at attila.g@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
Translation
Hello Attila. Yes, I can still access my account. There's a balance of €0.23. However, I can no longer play.
I sent all the required documents to the casino, however, the following message appears at login: The signed waiver letter I'll send it by email as well... Kind regardsAutomatic translation:
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3 weeks ago
TranslationInformation about the case:
On **01.02.2026** I requested/activated a **self-exclusion**.
, as responsible gaming was no longer possible for me during this period. I also sent further emails on February 2nd, 3rd, and 4th. Despite this self-exclusion, my player account was **not closed or effectively blocked**, so deposits and participation in games were still possible.As a result, after the aforementioned date, including a processing time of over 24 hours, I incurred **gambling losses of over €2850**.
This constitutes a breach of the principles of **responsible gaming** and your obligation to consistently implement an active self-exclusion and protect the player from further financial damage.
Automatic translation:
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2 weeks ago
Dear Kora76, thank you very much for providing the additional evidence. Could you please forward your original self-exclusion request from the 1st of February directly to my email?
Thank you in advance for your response.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kora76,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
