The player from the Netherlands was unable to close her casino account despite multiple requests made through live chat and customer service. She expressed frustration over the lack of options on the site to facilitate the closure. The Complaints Team was unable to proceed with the investigation due to her lack of response to inquiries and reminders, leading to the closure of the complaint for the moment. However, the player retained the option to reopen the complaint in the future if she chose to resume communication.
LuckyMax Casino - Player is unable to close her account.
Closed
Our verdict
Player stopped responding
Amount: ??
LuckyMax Casino
Safety Index:Very lowCase summary
Discussion
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9 months ago
I am trying to close my account. No possibility at the site and several requests to close it through live chat and customer service doesn’t work .
i want to close my account!!!
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9 months ago
Dear Soof,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain 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 casino has no obligation to the player.
- On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru.
Thank you very much in advance.
Best regards,
Natalia
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9 months ago
Dear Soof, please let me know if you have sent anything to me. So far, I haven't received any emails from you.
Can you please answer my questions and specify if your closure request was related to self-exclusion or if you just wanted to stop having the account at the casino?
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9 months ago
Dear Soof,
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.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
