LuckNation Casino - Player's account remains open despite closure request.

Complaint against LuckNation Casino – Failure to close my account

I contacted LuckNation Casino and clearly requested that my account be permanently closed.

Despite my request, I have not received a proper response from LuckNation confirming the closure of my account. I have also followed up with them, but they continue not to respond.

I am requesting Casino Guru’s assistance in contacting the casino and obtaining confirmation that my account has been permanently closed.

I have attached screenshots and copies of my communications with LuckNation showing my request and the lack of response.

I would appreciate your assistance in resolving this matter and obtaining written confirmation from the casino that my account has been closed.

Thank you.

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Dear Horusteam1,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please specify the reason for closing your account? Additionally, would you be so kind as to 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