LuckNation Casino - Player’s account closure is delayed.

Hello, this Casino does not close my Account although i told them 10 times to close my Account permanently because om a gambling addict. Now they sent me an E-Mail where i have to send 3 different Documents to close my Account!

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Hello, 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.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Hello, my Account is still not verfied and now they want all this documents to close my Account. I will not send them all my privat documents only for closing my Account.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Could you please confirm whether you are currently able to make deposits into your account? Additionally, could you please let me know when you last made a deposit at this casino? Have you previously completed the KYC verification process? Thank you in advance for your cooperation.

Hello, yes im still able to make a deposit. No I dont have done KYC. The last deposit was on July 24, 2026. Thanks for your help.

Thank you for your response. I have reviewed the evidence you submitted, and the earliest instance of gambling-related issues that I could locate dates back to July 25, which is just one day before your last deposit. Could you please let me know if there is any evidence of communication that occurred before this deposit? If so, I would greatly appreciate it if you could forward that information as well.

I look forward to your reply.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Attila, I'm trying to find some. The biggest thing that bothers me is that I have to send so many documents just to close my account. Why do I have to send this casino all my personal documents just because I want to close my account? I used the same email address I used to open the account and requested closure due to my gambling addiction. Thank you.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I understand your concern regarding having to provide personal documents simply to close your account.

However, for us to investigate whether the casino failed to protect you after being informed about your gambling problem, we need to establish exactly when the casino was first made aware of it.

You previously mentioned that you were trying to find communication showing that you informed the casino about your gambling problem before your last deposit on July 24. Could you please let me know if you were able to find any such evidence?

Thank you for your cooperation.

You can see the topic is "Account closure". On this day i informed the Casino about my gambling problem and told them to close my Account permanently immediately.

Thank you for providing the additional evidence.

The communication you provided confirms that you requested account closure, but it does not show the content of your original request or whether you explicitly informed the casino about your gambling problem.

Could you please provide the original message you sent to the casino in which you mentioned your gambling addiction?

Additionally, could you please confirm whether your account is still open and accessible? Did you proceed with submitting the verification documents requested by the casino in order to close the account?

Thank you for your cooperation.

Best regards,

Attila

Hello, unfortunately I no longer have the original email. My account is still open and I don't want to send all my personal documents just to close it! I've never heard of having to send personal documents just to close an account. What does the casino do with these documents? I'm very cautious!

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Christoph90

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from LuckNation Casino to join this discussion and provide their comments regarding the matter.

Dear LuckNation Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Christoph90sofiagarcia21

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend submitting your complaint to an approved Alternative Dispute Resolution (ADR) provider: https://anjouangaming.com/resources/authorized-adr-providers/. These organisations are recognised by the licensing authority and may have additional tools available to assist you in resolving the dispute.

Because you have described gambling-related harm, I strongly recommend the Global Self-Exclusion Initiative and BetBlocker website. BetBlocker is a free tool provided by a UK-registered charity. It can anonymously block thousands of gambling websites across multiple devices, either completely or during selected vulnerable periods. Setup is quick, it works quietly in the background, and it supports multiple languages.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to Casino Guru resources, leave the Casino Guru blocking option unchecked during setup.

I am sorry that I could not be of more assistance on this occasion and sincerely hope your issue can still be resolved.

Best regards,

Munya Shumba

Casino Guru