The player from Ireland requested account closure due to gambling issues, both through live chat and two emails, but did not receive a satisfactory response. Despite expressing his concerns, he deposited €300 after his initial request. We asked him to forward the closure requests and the casino’s replies so we could assess whether the case should be treated as self-exclusion rather than simple account closure. As he did not respond to our messages and reminder, the complaint was closed for now due to lack of cooperation and no further investigation could be completed.
LuckNation Casino - Player's account remains open despite closure request.
Closed
Our verdict
Player stopped responding
Amount: €300
LuckNation Casino
Safety Index 3.1 Very lowCase summary
Discussion
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1 month ago
Set up account with theses guys made one deposit didn’t like there site went on live chat told them I had gambling issues please close my account they said I have to email to do this sent two emails asking to close the acc over gamblings issirsbhsbebgot reply habe since deposited €300 after telling them them on live chat and email I have gambling issues and want the account closed plrsdebhrlpncsfino guru elevate them very high on your casino
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4 weeks ago
Important notice:
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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.
If anything seems suspicious, contact us directly.
Stay safe.
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4 weeks ago
Dear Bowfinger22,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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3 weeks ago
Dear Bowfinger22,
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.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
