Lucky Star Casino - Player's account has been closed due to self-exclusion breach.

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.

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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