LuckyElf Casino - Player's account closure request was not acted upon.

Subject: Complaint Against Lucky Elf Casino – Failure to Process Account Closure and Responsible Gaming Concerns

I am submitting this complaint regarding my experience with Lucky Elf Casino and what I believe to be a failure in their responsible gaming practices.

On March 20, 2026, I contacted the casino and explicitly requested that my account be closed due to a poor experience. My request was not acted upon, and my account remained open and fully accessible.

Following this, between March 20 and March 22, 2026, I continued to deposit and gamble on the platform. During this period, I lost approximately $1,000. I acknowledge my personal responsibility for continuing to gamble; however, I believe the casino failed in its duty to act on my closure request in a timely manner.

Additionally, at no point during or after my request was I asked whether my decision was related to problem gambling, nor was I directed toward responsible gaming tools or support. I also found that responsible gaming features on the platform were not easily accessible.

Given that I had clearly requested account closure, I believe it was inappropriate that I was able to continue depositing and gambling without restriction. This situation suggests a gap in the casino’s responsible gaming procedures.

As a resolution, I am requesting a refund of the deposits made after my account closure request on March 20, 2026.

I am submitting this complaint in good faith and hope it will be fairly reviewed.

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Dear Janemcl0108,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection.

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@luckyelfcasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings LuckyElf Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas