The player from Germany had submitted a request for self-exclusion due to gambling addiction on May 24, 2026, but was still able to access his account. After losing €1200, he sought assistance and wanted to know why no suspension had been imposed. We contacted the casino on his behalf and attempted to obtain a response, but the casino failed to cooperate or reply through any communication channels. Since the casino operated without a valid license and lacked an alternative dispute resolution service, no regulatory authority could be involved. Consequently, the complaint was marked as unresolved due to the casino's non-cooperation.
Lucky Meister Casino - Player's account remains active despite self-exclusion request.
Unresolved
Our verdict
No reaction
Black points: 630
Amount: €1,200
Lucky Meister Casino
Safety Index 2.1 Very lowCase summary
Discussion
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2 months ago
Translation
Hello,
I've been playing at LuckyMeister.com recently. On May 24, 2026, I submitted a request for self-exclusion due to gambling addiction. I have the email. Afterwards, I contacted them again via chat and inquired about the self-exclusion. I was told it would be forwarded. Unfortunately, I can still log in to this day. I lost €1200 today, which I would like to get back.
I'm not sure if the selected casino is the right one.
No suspension has been imposed so far.
Perhaps you can help further.
Greetings
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2 months ago
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.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Lucky Mister 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 any additional 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
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2 months ago
TranslationI have sent you an email with the emails and chats.
The request has been processed for a week.
Verification has taken place.
I hope you can help.
Greetings
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2 months ago
Dear Player, thank you very much for your response. Could you please forward the emails directly, rather than attaching them as screenshots?
Thank you in advance for your reply.
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2 months ago
TranslationI forwarded the emails to you. The account is still open.
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1 month ago
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
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1 month ago
TranslationGood evening,
Unfortunately, my account still hasn't been blocked. Therefore, I was able to deposit another €1100 today. It's outrageous that the casino has taken three weeks to block my account. I've sent another email requesting a refund and the account being blocked. A copy of the email has been sent to Attila. I hope you can help me.
The amount in dispute may be increased to €2300.00.
Edited
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1 month ago
Dear Thorsten67,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Lucky Mister Casino to join this conversation and assist in addressing the complaint.
Dear Lucky Mister Casino,
Could you please provide your comments regarding this matter?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 month ago
TranslationThank you for your support. I hope you've found the right casino. The link to the casino is luckymeister.com. You have the email addresses and domains.
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1 month ago
Thorsten67
Thank you for sharing the correct casino website. The complaint is now directed to the appropriate casino. I will invite a representative of the casino to join the conversation.
Lucky Meister Casino
Could you please provide your comments regarding this matter?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 month ago
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.
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1 month ago
Thorsten67
I have tried to contact the casino not only via this thread but also through alternative communication channels, but without success. I am afraid there is not much that can be achieved without cooperation on its part. Since the casino operates without a valid licence and does not refer to any ADR service, there is no gaming authority to turn to.
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 help to change the casino’s approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I can only recommend that you choose casinos based on their reviews and ratings in future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Munya Shumba
