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

Hey!

I have replied to you via email on Thursday of last week. Please let me know if you need more information or if you need me to resend the email

Thanks

Thank you for your emails. I have reviewed all the communication you provided, and I need to clarify a few points.

• When considering complaints regarding failed self-exclusion, we need solid evidence showing that the player informed the casino about their gambling problem and explicitly requested to be self-excluded. In the communication you provided, I found gambling addiction mentioned for the first time on 26 August. Therefore, this is the point from which we would consider the casino to have been aware of your gambling-related problem and obligated to treat your request as a self-exclusion request.
• In the email you sent me regarding the refund you received, you mentioned that your account was "temporarily blocked." Could you please clarify why your account was blocked only temporarily, given that you requested permanent self-exclusion and the casino sent you a confirmation email on 26 August confirming the permanent self-exclusion of your account?

​Dear Veronika,

​Thank you for the clarification. I understand Casino Guru’s policy regarding the explicit disclosure of a gambling problem, and I am answering your two points below:

​1. Regarding the August 26th Starting Benchmark & Remaining Balance

While I believe my initial August 5th request to permanently close my account and stop gambling clearly signaled financial distress, I accept using August 26th as the formal starting benchmark where the casino was legally obligated to self-exclude me.

​My total net losses following my explicit August 26th self-exclusion request totaled $6,255.00 CAD. Since I have only received a partial recovery of $3,274.00 CAD to date, my remaining outstanding claim is for the exact net balance of $2,981.00 CAD lost after August 26th.

​2. Clarification on the "Temporarily Blocked" Phrasing

To clarify: I explicitly requested permanent self-exclusion on August 26th, and the casino confirmed my account was permanently closed.

​However, when LuckyHills support emailed me on September 9th regarding my refund payout, THEY used the phrase "your account is temporarily blocked" in their automated email system. I never requested a temporary block—this was entirely the casino’s internal terminology. This demonstrates their failure to handle permanent self-exclusion requests properly on a technical level.

​Summary:

I am requesting Casino Guru’s assistance in recovering the remaining $2,981.00 CAD net loss incurred directly after my August 26th permanent self-exclusion notice. I will email you with the PDF copies of the ongoing emails.

​Best regards,

Jessica L.

Hello Laney88,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much

I’m glad to hear that you received the CAD 3,274 refund. To assess your remaining CAD 2,981 claim, could you please send me your LuckyHills transaction history showing deposits, withdrawals and gameplay from August 26 until your access was restricted? The information provided so far does not show which losses occurred after your gambling-problem disclosure or how the remaining amount was calculated.

Please send the record privately to veronika.f@casino.guru and mention complaint 228417. Thank you for your cooperation.

Dear Laney88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What do you mean extended the timer ? I sent you my reply on September 24th, via EMAIL as requested.

Did you not receive it ? I will send it again now. Please let me know once you've gotten it please.

Hello, I would like to request that this complaint be escalated to the Head of the Complaint Resolution Center. It has been over a month now since this complaint has been opened.

Summary of my case: On August 5, I told Lucky Hills Casino to close my account. They did not close it and ignored my follow-up emails, while continuing to accept my deposits — $6,255 in total. I made them aware of my issue with chasing losses and my financial hardship and STILL they did nothing. They have since refunded $3,274 and still owe me $2,981. Deposits taken after my August 5 closure request should be returned in full.

Please confirm my evidence has been received and advise on next steps and a timeline.

Dear Laney88

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, Igor (igor.p@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.

Kind regards,

Veronika

Dear Laney88,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the LuckyHills Casino and I hope that together we will come to a successful resolution of your issue.

First, do you have any communication sent before August 26 in which you clearly informed LuckyHills that you were experiencing a gambling problem or loss of control and requested permanent self-exclusion? If so, please provide the original email or complete communication showing its date, recipient, and content.

Second, do you have evidence that you were able to deposit or gamble after the casino confirmed that your account had been closed on August 26? If so, please identify the relevant activity and provide the supporting record.

Best regards,

Igor

Dear LuckyHills Casino,

Could you please forward me the player’s deposit and withdrawal history from 26 August onwards so that the player’s potential net loss can be calculated accordingly? Thank you.

Dear Igor, we’ve sent you the requested information by email. Please take a look whenever you have a chance. Thank you!

Dear Laney88,

After reviewing the available communication and transaction information, I have concluded that we cannot support a further refund in this case.

The August 5 message requested permanent account closure in the context of financial hardship, but it did not clearly state that gambling was causing harm or that you were unable to control your gambling. For this reason, it cannot be treated as a documented gambling-related self-exclusion request for refund purposes.

The first documented disclosure of a gambling problem and request for permanent exclusion was made on August 26. The available records show deposits on that date and a subsequent refund of CAD 3,274. I could not establish gambling losses after the protection should reasonably have taken effect that would support the remaining refund request.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Given what you have shared about gambling-related harm, I also encourage you to consider using BetBlocker, a free tool that can help block access to gambling websites and apps: https://betblocker.org/

Best regards,

Igor