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!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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.