Lucky Mister Casino - Player's account has not been closed.

Luckymister.com

My gambling at this site became a problem. I tried to close my account. Their procedure is poor. They lock the account for 30 days however the player can log in immediately if they choose. The account is still accessible and not closed. I've asked for permanent closure. Again refused. As a result the losses where getting larger and larger. Despite pleading with them to close my account.

I requested a refund of my deposits since disclosing my gambling addiction as I feel I should not have been allowed to continue to use the platform. They would offer deals and free spins even no deposit bonuses to keep me playing. I feel this site is absolutely disgusting and needs investigating as a scam. They've refused my refund request and since threatening legal action have only now decided to lock the payment system on my account, which was possible all along. My deposits since disclosing my addiction and request for account closure is 4600. There are no responsible gambling procedures. I have screenshots of live chats.

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Dear Macmam19877,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

13.7. Self-exclusion made via the online chat is valid for 30 days from the date of blocking.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hi the account closure is done via live chat, there is no confirmation via email that this happens. In regards to the terms you provided. That is correct, the website does state it will take effect for 30 days. However it is not the case. You can log straight back in.

And yes I still do have access.

Thank you for your timely response, Macmam19877. I would like to kindly clarify that, in order for us to move forward with this case regarding the failed self-exclusion, we will need to review the self-exclusion requests. If you could please forward any supporting evidence to my email address, it would greatly assist us in addressing this complaint. I appreciate your cooperation and understanding in this matter.

Dear Macmam19877,

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.

Everything is done via live chat. They do ot email copies of chats so technically there is no way of proving or disproving anything. I know this means I have absolutely no leg to stand on. I wish companies like this would be shut down. I have tried multiple times to request refunds for time after I disclosed my issues and requested my account closure. Everything I've tried has been rejected.

I've since learned that payments go to several different crypto wallets and pre paid credit cards. There is no single place to trace money lost. The payment type is not paying for goods pr services, they are just standard transfers. Payment codes are incorrect tricking banks into releasing funds. I fear the scale of this criminal activity is well polished and hard to fight against

Dear Macmam19877,

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, Igor (igor.p@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,

Kristina

Dear Macmam19877,

I am sorry to hear about your problem with Lucky Mister Casino.

I will now try to contact a Lucky Mister Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Lucky Mister Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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.

Dear Macmam19877,

I have repeatedly tried to contact Lucky Mister Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor