LuckyHills Casino - Player's account closure request has been denied.

I am filing a complaint against LuckyHills Casino (Complete Technologies N.V.) for responsible gambling violations and failing to honor account closure/self-exclusion requests.

​Key Issues:

​Refusal of Account Closure (Aug 5, 2026): I requested permanent account closure due to hardship. The casino refused, telling me to "simply log out." Leaving the account open allowed further deposits starting Aug 8.

​Ignored Gambling Distress (Aug 24, 2026): I disclosed severe gambling distress in writing. The casino acknowledged it but kept my account open, accepted deposits, and sent promotional emails.

​Financial Impact: Failing to close my account on Aug 5 resulted in $7,404 CAD in total deposits minus $1,149 CAD in winnings, leaving a net loss of $6,255 CAD.

​Requested Resolution:

I am requesting a full refund of my net loss ($6,255 CAD) incurred after my Aug 5 closure request. Full documentation and chat logs are available upon request.

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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.

• Could you please forward me your account closure request from August 5, along with the casino's response and any subsequent communication? My email address is veronika.f@casino.guru.
• Which communication channel did you use to request the account closure? Did you contact the casino via live chat or email?
• Also, kindly forward me all subsequent self-exclusion requests that you sent to the casino, up to the point when your account was finally closed. Please make sure to include the full, uncropped email communication, preferably as .eml attachments, rather than just screenshots of the emails.

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