LuckyMax Casino - Player’s account closure request has been ignored.

Ich habe beim Luckymax Casino mehrmals im November und Dezember im Chat darum gebeten mein Konto wegen Spielsucht zu schliessen. Doch nichts passierte. Dann habe ich per Mail am 04.01.26 nochmal um Schliessung gebeten. Nichts ist passiert. Jetzt habe ich 1069 Eur verspielt. Das ist nicht fair. Das Casino reagiert einfach nicht. Können Sie mir helfen meine Einsätze zurückzufordern?

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Dear Anoushka99,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika