Lucky Mister Casino - Player’s withdrawal is delayed and account closure ignored.

I am filing a complaint regarding LuckyMister Casino for failing to process my refund, ignoring responsible‑gambling requests, and providing contradictory and misleading information.

I asked the casino to close my account due to a gambling addiction.

Instead of closing the account immediately, they kept it open and even offered me bonuses to continue gambling.

As a result, I deposited a total of £11,118 after informing them about my addiction and requesting closure.

I later requested a refund because the casino failed to act on my responsible‑gambling request.

They issued a partial refund of €1,340 to my Visa card (the same card used for all deposits).

They continue to withhold the remaining refund and refuse to tell me how much is still owed.

The casino is demanding verification of a Mastercard, even though I have never used a Mastercard on their platform. They claim refunds "have a higher probability of success" if sent to Mastercard, which is impossible and contradicts the Visa refund they have already processed.

Their responses have been repetitive stalling messages such as "wait for the relevant department" or "15 business days," without giving any specific details or justification.

They refuse to explain why they ignored my responsible‑gambling request or why they will not return the balance to the same Visa card already used for deposits and the first refund.

I am requesting assistance in:

• Confirming the total amount still owed

• Ensuring the casino returns the remaining balance to my original payment method

• Investigating the casino’s failure to honor my responsible‑gambling closure request and their inappropriate attempts to verify a card I do not own

I can provide full email transcripts of all communications.

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Dear Gamergirl26,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Mister Casino.

Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Has your account now been closed, or is it still active? If it's closed, when was it closed?
• Can you provide details about the specific dates when you requested the account closure and when the partial refund was issued?
• Can you confirm if you have received any updates from the casino since your last inquiry?
• Could you please forward me the account closure request you sent, along with the casino's response? My email address is jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. I hope we will be able to help you to resolve this issue.

Best regards,

Jean