The player from Argentina filed a complaint against Lucky Star for allowing him to bypass a self-exclusion he had requested due to gambling addiction. Despite providing identification and completing the self-exclusion process, he registered a new account and made 29 deposits totaling 5,611,488 ARS, receiving VIP status in the process. He demanded a full refund for the deposits made under the new account. The complaint remained unresolved as the casino failed to cooperate or respond to requests for evidence and communication. The casino's continued promotion to the player despite his self-exclusion request was noted as an aggravating factor. The complaint was closed with a negative impact on the casino's rating, and no further regulatory recourse was available due to the casino's lack of license.
Lucky Star Casino - Player's account has been closed due to self-exclusion breach.
No reaction
Black points: 880
Amount: $3,080,188 ARS
Lucky Star Casino
Safety Index 5.9 Below averageCase summary
Subject: Severe Breach of Self-Exclusion Policy, VIP Status Misconduct, and Refund Request for 5,611,488 ARS - ID 354124893
Description:
I am filing this formal complaint against Lucky Stars due to a critical and documented failure in their Responsible Gambling and Self-Exclusion protocols.
1. The Background:
On 14 march 2026, I officially requested a permanent self-exclusion due to gambling addiction. To complete this process, the casino required me via email to submit my ID/DNI and a selfie through a formal KYC link (forms.kycaid). I complied, and the casino acknowledged and confirmed the permanent closure of my account.
2. The Technical and Ethical Breach:
Despite having my biometric data and ID on file specifically for exclusion, the casino’s system allowed me to register a new account shortly after, using the exact same personal information:
Full Name and ID/DNI.
The same IP Address and Virtual Wallet (Mercado Pago/CVU).
Furthermore, despite my previous self-exclusion for addiction, the casino granted me VIP Status on this second account. This proves they not only failed to block me but actively incentivized a vulnerable player's activity.
3. Evidence of Deposits:
I have documented 29 separate deposits totaling 5,611,488 ARS made after my self-exclusion. I am attaching the original confirmation, the KYC request email, and a sample of the largest deposit receipts. I have all 29 bank transfer confirmations ready to be provided via email.
4. My Demand:
I am demanding a full refund of the 5,611,488 ARS deposited under this second account. The casino violated its legal duty of care by allowing a self-excluded user—whose identity was fully verified via KYC for exclusion—to re-register, deposit, and receive VIP benefits.
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.
Dear Juanmalg2026,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.
Thank you for providing the screenshots. I can see the casino’s replies confirming account closure and requesting verification. However, at this stage, I do not see your original request where you explicitly mention a gambling problem or request self-exclusion on that basis. This is a very important detail, as self-exclusion due to gambling addiction is treated differently from a standard account closure.
To better understand the situation and assess how we can proceed, I would like to ask you to clarify the following:
- Could you please provide the original message/email you sent on 14 March 2026, where you clearly state that you have a gambling problem and request permanent self-exclusion?
- Did you explicitly use terms such as "gambling addiction," "problem gambling," or similar wording, or did you only request account closure?
- Can you confirm the exact timeline between the closure of the first account and the creation of the second account?
- Were you able to register the second account using exactly the same email address, or did you use different contact details?
- Have you already contacted the casino regarding a refund for these deposits? If yes, what was their final response?
If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.
At this stage, I want to be transparent: if the initial request did not clearly state a gambling problem, the casino may treat it as a standard account closure rather than a self-exclusion, which can significantly affect how the case is assessed. This is why having your original request is crucial.
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 as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Translation
Hello Petronela,
Thank you very much for following up on my case. Below, I respond in detail to each of the points requested to provide greater clarity to the situation:
1. Original message from March 14, 2026:
Attached to this response, and also via email to your address, is a screenshot/copy of the original message sent on that date. In that communication, I expressed my need to permanently close the account because the game was negatively impacting my well-being.
2. Terms used:
Yes, I explicitly used terms related to gambling addiction and my inability to control my spending. It wasn't a standard closure request due to dissatisfaction with the service, but a request for self-exclusion based on health and gambling addiction.
3. Schedule between accounts:
My first account was closed after I requested self-exclusion. However, on March 18th, I was able to create a second account. It's worth noting that, despite my reported situation, the casino did not block my access based on identity or payment method, allowing me to play again.
4. Registration details for the second account:
To create the second account, I used the same IP address, full name, ID number, and digital wallet as the first. Although I could have used a different email address for registration, the financial and login details were identical, which should have triggered an alert in their responsible gaming system.
5. Prior contact with the casino and response:
Yes, I contacted the casino to request account closure and a refund of deposits made after my self-exclusion. Their response was to ignore my situation; in fact, not only did they not close my account immediately, but they continued sending me promotional SMS messages treating me as a "VIP user," which is a serious offense considering my prior admission of gambling addiction.
6. Additional point regarding the operator's license:
I would like to inform you that I have contacted Antillephone, the body that supposedly regulates this casino under license 8048/JAZ. Their official response was unequivocal: "Antillephone ceased operations in November 2024. Anyone claiming to have an Antillephone license and/or license 8048/JAZ is a SCAM!" This confirms that the casino not only ignored my self-exclusion due to problem gambling, but is also operating fraudulently under a non-existent license, making their responsibility to refund my deposits even more urgent.
Additional relevant information:
I want to emphasize that the casino has consistently failed in its duty to protect players. They ignored my self-exclusion and, instead of protecting me, incentivized my participation with personalized loyalty promotions.
I remain at your disposal to send any further evidence you may need to proceed with the resolution of this claim and the refund of my deposits.
Sincerely,
User: Juanmalg2026
TranslationCase update: Despite sending a formal ultimatum and detailing my gambling addiction, Lucky Star Casino continues to keep my account open and active. I have verified that the system is allowing me to deposit funds at this very moment, confirming a complete and ongoing violation of basic Responsible Gaming protocols.
TranslationDear Petronela, I would like to make a technical clarification regarding the total amount of my claim so that it exactly matches the receipts I have uploaded to Drive.
After auditing my deposits and withdrawals, the Net Amount owed is ARS 3,082,188. This value comes from the sum of all my deposits made after self-exclusion (ARS 7,082,188) minus the withdrawals that the casino already allowed me to make (ARS 4,000,000).
I apologize for the initial confusion, but this is the exact amount of the financial loss I am claiming based on the attached receipts.
TranslationGood morning peteonella, I'm updating the case. The casino tried to close the case via email, offering a partial amount of 435,277 ARS, which does not correspond at all to the total net loss (3,082,188 ARS) generated by the critical failure of its self-exclusion system.
Furthermore, it is important to clarify that this sum has not even been credited to my account, therefore the message received is misleading. I do not accept this resolution and demand a full refund of the 3,082,188 ARS corresponding to the 35 improperly authorized deposits.
TranslationI have sent the video email chain to the mediator's email address, which provides evidence of the block and the subsequent system failure.
TranslationDear peteonela: I am sending proof of identity recognition from the casino:
I have attached four transfer receipts totaling ARS 4,000,000 received in my Mercado Pago account on March 31st. These transfers were sent by the casino's payment processors following a withdrawal request to my account.
This demonstrates that:
The casino verified my real identity by sending funds to a bank/virtual account that fully matches the details of my first self-excluded account.
They have complete traceability of who I am, regardless of the email address used.
TranslationUpdate: The casino assigned me a VIP manager (Floriano) to try and offer me bonuses instead of refunding my money. Kycaid has already confirmed that the casino is responsible for the error. The casino continues to ignore my claim for 3,082,188 ARS.
TranslationI've sent all the video evidence and deposit slips directly to my VIP manager (Floriano), who contacted me today. I'm awaiting a resolution.
TranslationDear Petronela,
I would like to provide an important update. I have just shared the official Kycaid confirmation email dated March 15th with the casino's VIP Assistant. This document proves that my identity and self-exclusion were fully validated and approved by their system before the 35 unauthorized deposits were accepted.
I'm currently waiting for the casino's final response regarding the full refund of the net amount. I'll keep you updated on any developments.
TranslationDear Petronela,
I hope you are well. I am writing to update you on the case with important information regarding the casino's behavior in the last few hours:
I have sent to your email the video evidence that shows the entire thread: my self-exclusion request for gambling addiction, the successful validation on Kycaid (ID and Selfie) and the account blocked confirmation email sent by the casino itself.
Despite this confirmed block, Lucky Star's system allowed 35 manual deposits, which constitutes a critical failure of its Responsible Gaming policy.
I contacted their VIP support, and their response was evasive: first they denied the existence of the block and then they pretended not to understand the complaint, despite having my player ID and all the evidence.
I believe this is a clear delaying tactic. I request your intervention so that the casino proceeds with the full refund of the net amount deposited during the exclusion period (ARS 3,082,188), as the technical failure and the operator's negligence are fully demonstrated in the video.
I remain at your disposal for any further testing.
TranslationSubject: IMPORTANT UPDATE: Evidence of system failure and operator responsibility (KYCAID Response)
Dear Casino Guru Team:
I am writing to provide critical evidence regarding the breach of my self-exclusion. The operator (Lucky Star) has been evading responsibility, claiming they had no record of my exclusion. However, I have received a formal response from KYCAID, the identity verification provider used by the casino to validate my ID and biometrics (selfie).
KYCAID's response explicitly confirms that the responsibility for blocking the user after identity verification rests solely with the casino operator.
KYCAID Support's exact response:
"Please note that KYCAID is an identity verification software provider and is not responsible for user account restrictions or responsible gambling policies. The operator (Lucky Star) is solely responsible for implementing and managing these restrictions based on the verification data provided through our system. Once a user is verified and flags themselves for exclusion, the technical execution of the block must be carried out by the casino's internal management system."
Conclusion:
This proves that on March 15th, when I completed the verification with my ID and selfie, the casino received my information. Despite having my national identity document (DNI) on file—the same DNI used for my 35 subsequent deposits—they failed to cross-reference this information and allowed me to deposit over ARS 7,000,000, even though I am a self-excluded problem gambler.
The use of a different email address is irrelevant, since the ID card is a unique identifier and was successfully verified by your own KYC partner.
I am still requesting a refund of my net deposits (ARS $3,082,188). I have already provided the Google Drive link with the 35 deposit slips and video evidence of my transaction history.
Thank you for your continued help.
TranslationPetronela update:
The casino just credited me with ARS 36,000 in cashback. I won't be using this money, as my claim is for a full refund of my net deposits due to the failure to self-exclude. This is further proof that they continue to incentivize my activity despite my informed status.
TranslationAttached is evidence from today, April 11th. Lucky Star Casino has credited me with a cashback of $36,686.40. This is a provocation and a direct violation of my self-exclusion for problem gambling. I will not use this balance, as I will only accept a full refund of my net loss of $3,082,188 ARS. This demonstrates that the casino prioritizes incentivizing gambling over the safety of vulnerable users.
Hi Juanmalg2026,
Thank you for your updates and for sending all the materials.
First of all, I would like to confirm that I have received your video, screenshots, and all the files you have shared, including the email communication. Thank you for providing them.
However, I kindly ask you not to send updates on a daily basis. Please understand that we are reviewing each case carefully, and frequent updates do not speed up the process. We will always get back to you once there is a meaningful development.
At the same time, I would like to be transparent — we unfortunately do not have the capacity to go through such an extensive amount of evidence in detail. Therefore, it is important to keep the information focused on what is essential for the case.
At this stage, I only need one key piece of evidence:
➡️ Clear proof that you explicitly requested self-exclusion due to a gambling problem (GA).
This is the most important factor in determining whether the casino had an obligation to prevent further access and deposits.
Thank you for your understanding and cooperation.
TranslationDear Petronela,
Following your request to focus on the essentials, I am attaching the 3 definitive pieces of evidence that prove the casino ignored my self-exclusion due to addiction (GA):
Screenshot from March 14 : My explicit message declaring: ' I am a gambling addict and I need to stop gambling and get blocked'.
Kycaid screenshot: Evidence that on March 15th my ID and biometric data were verified and approved by the casino.
Casino Confirmation: Email where Lucky Star confirms the block under the 'Self exclusion' clause.
Hi Juanmalg2026,
Thank you for the information provided so far.
Before we proceed further, I would like to kindly ask you to confirm whether the timeline below is accurate and reflects the sequence of events correctly:
- 14.03.2026 – You sent an email to the casino security@lucky-star.pro stating that you are a gambling addict and requested your account to be closed and blocked
- 15.03.2026 – The casino replied that your account was blocked
- 18.03.2026 – A new account was created
- 11.04.2026 – The casino issued a cashback of 36,000
- The disputed amount was later adjusted from 5M to 3M+
- Prior to this, you had a resolved complaint with our colleague Karla regarding delayed payments with this same casino
Additionally, could you please clarify the following:
- Did you use the same personal details (such as name, address, payment methods, etc.) when creating the second account on 18.03.2026?
- Could you explain why, in your previous complaint handled by Karla, there was no mention of your self-exclusion request, gambling-related concerns, or the existence of another account?
These details are very important for us to properly assess your case.
Thank you.
TranslationI will now confirm the timeline and answer your questions promptly:
1. Confirmation of the Chronology:
The sequence of events is accurate, with one crucial clarification on April 11, 2026: The casino did not issue a refund, but instead automatically credited a cashback bonus of ARS 36,686.40. I have not used this balance nor accepted the transaction, as my claim is for a full refund of my net deposits. I consider crediting bonuses to a self-excluded player a further violation of their duty of care.
2. Data used in the second account (18/03/2026):
When registering the new account, I used the same critical personal data that the casino already had verified:
Full name and ID number: The same as those validated by KYCAID on 15/03.
Payment methods: I used the same Mercado Pago account (same CVU) linked to my first account.
IP address: The same connection from which it usually operated.
3. Regarding the previous complaint with Karla:
In the complaint handled by Karla (ID 354124893), my priority was to resolve the delay in the payment of 4,000,000 ARS that the casino was withholding. However, I would like to point out that I did mention self-exclusion in that complaint. In the description of that case, I wrote verbatim: "I had a previous account on this platform, which was closed under the permanent self-exclusion policy" (SCREENSHOT ATTACHED).
My initial approach with Karla was to try to collect the winnings, but after seeking further advice and understanding Casino Guru's Responsible Gaming policies, I realized that the correct course of action in the event of a self-exclusion failure is to claim a refund of the net deposits. Therefore, I adjusted the amount from over 5 million ARS to 3,082,188 ARS (total deposits minus partial withdrawals), aligning myself with their platform's standard mediation protocol.
I remain at your complete disposal for any further clarification.
Sincerely,
Juanmalg2026
Dear Juanmalg2026,
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, Matej (matej.l@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.
Hello Juanmalg2026, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I’d like to invite a representative of Lucky Star Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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.
TranslationDear matej, another 7 days? Don't you think enough time has passed and that the casino is simply ignoring me? With all the irrefutable evidence I've presented, why keep extending the deadlines? I've tried to be patient, but for a gambling addict, continuing to deal with this is frustrating. I request that you please urge the casino to stop extending the deadlines, as the evidence is more than clear.
TranslationUrgent update for Matej: While awaiting the casino's response in this thread, today, May 7th, I received an email from Floriano, a 'VIP manager' at Lucky Star, inviting me to play and offering me exclusive bonuses. A screenshot is attached. This is irrefutable proof that the casino has no intention of respecting my self-exclusion and, on the contrary, continues to aggressively encourage me to gamble despite knowing my health condition. I request that this be considered an aggravating factor in this case.
Dear Juanmalg2026,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licenc, there is nowhere else I can refer you to.
I am really sorry I could not be of more help on this occasion, and I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
Best regards,
Matej
