The player from Austria had requested account closure due to gambling addiction but was still able to make deposits nearly a month later. He then sought a refund and a definitive closure of his account. The issue was resolved after the casino confirmed the player's eligibility for a refund and requested verification documents, which the player provided despite multiple delays and repeated requests from the casino. The complaint was marked as resolved following the player's confirmation that the matter had been settled. We facilitated communication and ensured the complaint was properly closed.
Lucky7even Casino - Player requests closure and refund after account remains active.
Resolved
Our verdict
Case closed
Amount: €490
Lucky7even Casino
Safety Index 8.9 HighCase summary
Discussion
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3 weeks ago
Translation
Hello,
I requested account closure via live chat and was referred to their email address. There, I requested urgent account closure due to gambling addiction.
Unfortunately, I was still able to deposit money after almost a month. Therefore, I request a refund and, once again, the closure of my account.
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you received any response to the self-exclusion request you sent to the casino?
- Could you please forward screenshots or chat transcripts of your conversations with customer support in which they informed you which email address should be used for self-exclusion requests?
- Have you tried contacting the casino through any other communication channels or email addresses?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Hello,
On April 13th, I started a live chat with Lucky7even Casino. During the conversation, they offered me money or free spins, which I declined. I clearly stated that I wanted my account to be closed.
They refused to process the closure via chat and instructed me to send an email to closeaccount@lucky7even.com, which I did immediately. In my email (written in German), I explicitly requested the immediate closure of my account due to severe gambling addiction.
Based on this, I assumed that my account would be closed within 1–3 days, so I did not check further. Unfortunately, a few days later my addiction resurfaced, and I was still able to log into my account and continue playing. I never received any response to my email.
My account was only closed after I contacted them about my complaints.
I can provide transcripts of my communication. However, I am unable to provide the live chat transcript from April 13th because my account is now closed but I still saw the chat when I was logged in the last time. The casino should still have this record, as it was conducted via their standard support channel.
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3 weeks ago
TranslationYesterday, Lucky7even.com confirmed via email that I qualify for a refund and requested documents for verification. I submitted these immediately and am now waiting for the money or a letter from Lucky7even.
I have also already forwarded the chat to you.
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3 weeks ago
TranslationHello Veronika,
lucky7even is insisting on a screenshot of the Skrill account, but all my relevant payments (for which I'm getting a refund) were EPS, and my Skrill account is closed. I can only provide a payment receipt from the bank if they tell me the amount and the date.
The deposits made via the Skrill account (if any) are also from some time ago.
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2 weeks ago
TranslationThey have now accepted that I cannot provide a Skrill account and requested further screenshots. I submitted these, then they claimed that proof of identity and address was missing, which I had already provided. A considerable amount of time passed at each stage. I then resubmitted the attachments and reiterated that I had provided everything. Since then, another 2-3 days have passed without a response from the casino.
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2 weeks ago
TranslationI just received another email requesting my passport and a receipt (for the third time). I've sent the attachments again and forwarded the emails that already contained the documents.
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2 weeks ago
Thank you for your emails and for providing updates regarding your complaint.
Please allow me to ask you a few additional questions to assist with our investigation:
Was the email address "closeaccount@lucky7even.com" provided to you by a live chat agent? I was unable to find this address listed anywhere on the casino’s official website. According to the available information, responsible gaming-related requests should be directed to "support@lucky7even.com".
Regarding the verification of your Skrill account, have you previously submitted any documents confirming your ownership of the Skrill account? Please note that for KYC purposes, the casino is required to verify all payment methods used for deposits, regardless of when those deposits were made.
Do you have any older Skrill statements confirming these deposits? If so, do these statements include personal details that can be linked to your casino account?
If your Skrill account has been closed, do you have any official confirmation from Skrill stating that you previously held the account and that the relevant transactions were made through it?
Thank you in advance for your cooperation.
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2 weeks ago
TranslationYes, this email address was given to me by the support representative in the live chat. The chat is from the same day I wrote the email, but I no longer have the chat history because the account has been closed.
But the casino no longer disputes the claim; they've confirmed that I'm entitled to it. All that's missing is the payment.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Gaming1993,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
