LuckyMax Casino - Player’s account closure is not being honored.

2 weeks ago i asked luckymax to close my account.

However after this i was still able to deposit 3x20 euro and 1x40 euro

This brought me in financial trouble i request that they refund me all deposits after i requested them to close my account.

what they are doing in illegal and bring financial harm to gamblers.

Dear dailey123,

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

When requesting self-exclusion, it is crucial to clearly state the reason why you want your account to be deactivated and specify the time period for the exclusion. Additionally, the email subject line should be clearly marked and easily recognizable, as casino support receives many requests daily. A well-structured request increases the chances of your self-exclusion being processed promptly.

Here’s an example of how your request should be formatted:

Email Subject: Self-Exclusion Request

Player’s Information:

First name:

Last name:

Date of Birth:

Casino Login:

Email Address:

Message:

"Greetings LuckyMax Casino,

I am writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [XXX months/years/lifetime]. The reason for my decision is [XXX].

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

Please send another email to [email protected] and CC me at [email protected]. If there are other contact options, such as live chat or WhatsApp, I recommend trying those as well and saving screenshots of all relevant communication.

• Additionally, could you please forward any previous emails or messages proving that you already requested self-exclusion? This would help us better understand your case and support you effectively.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello i asked them to close my account multiple times however it goes on deaf ears.

Also lot of players complain about this casino not closing account when they has gambling problems.

I request they refund all deposits after i request to be self excluded.

Hi i send you additional mail with proof to luckymax and cc you.

I have asked them multiple times to close my account and its weeks now.

I also request they refund my deposits totaling 100euro since i requested self exclusion of the account.

Have also been multiple times in livechat but nothing gets done.

This is not normal and industry standard

Also they still send me emails with bonusses after i told em multiple times to self exclude.

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Hi dailey123,

Thank you for your message.

Could you confirm whether you have saved any previous emails regarding your self-exclusion request? I noticed that the first mention of your gambling problem is in the email from 21st February 2025. If you have earlier correspondence, it could assist in resolving this issue more efficiently.

It was requested multiple times via livechat if the casino has nothing to hide they send the logs.

In the transaction history i requested it after the 600euro win date wise

Hi dailey123,

Thank you for your response.

I have only received one email from 21st February 2025, where you informed the casino that you had requested account closure multiple times after your €600 win. Additionally, I have a live chat transcript from the same day with the same request.

• To better assess your case, could you please confirm the date of your last deposit?
• Also, did you contact the casino regarding account closure before or after this conversation on 21st February?

Additionally, if you have any supporting evidence, such as previous emails or chat logs where you requested self-exclusion earlier, please share them with us.

Looking forward to your reply.

I already did a withdrawal please close this i won my money with profit the casino did not refund anything or did not close the account

Close this case thanks i recommend all to avoid this casino

Dear dailey123,

Thank you for your update. Based on your explicit request, we will proceed with closing the complaint.

Given the casino's safety rating, this resolution is truly the best outcome we could have hoped for. For future reference, if you need to self-exclude from a casino, we strongly recommend contacting them with a clear request stating the reason and keeping all related evidence for your records.

Wishing you all the best, and thank you for sharing your experience.

Best regards,

Petronela

Casino.Guru