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

Dear Veronika,

Thank you for your response and for looking into my complaint.

The reason for closing my account was my gambling addiction and my inability to control my gambling. I specifically wanted to stop gambling and requested that my account be closed so that I could no longer access the casino.

I am attaching the requests I sent to LuckNation regarding the closure/self-exclusion of my account, together with the responses I received from the casino.

I would like you to review these communications, particularly the dates and the wording I used when requesting the closure/self-exclusion, as well as how the casino responded and subsequently handled my account.

Please let me know if you require any additional information or documentation from me.

Thank you for your help.

Kind regards,

Horusteam1

Dear ,

This email serves as confirmation for your Self-exclusion request. We have successfully excluded your account, and this exclusion will persist for 30 days. 

Please be aware that if a customer attempts to bypass our detection mechanisms, we cannot be held responsible for subsequent gambling decisions, and any deposits, winnings, or losses incurred will be upheld. 

If you need any further assistance, please reach out to us via email or chat. 

Best regards, 

Customer Care 

Could you please specify which email address you used to forward me the requested communication? I have not received any messages from carlos******90@gmail.com yet. Please forward me the account closure requests you sent to the casino, along with the casino's responses to me at veronika.f@casino.guru.

Dear Horusteam1,

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.

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