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 veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Anoushka99,

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.

Hallo,

Könnten Sie mir bitte Ihre richtige Email angeben. veronika.f@casino.guru diese ist unvollständig.

VG

Anja

Thank you for your emails.

Have you reached out to the casino customer support via email only once, on January 4?

When exactly was your account closed? Am I correct in understanding that the casino closed it after you contacted support via live chat?

Have you received any confirmation that your account is now closed?

Hallo Veronik,

ich war mehrmals im.Chat und habe dort um Schliessung meines Kontos gebeten, doch es kam nie ein Agent online (obwohl ich bis zu 50 Minuten wartete - und das mind 3 x ). Ich hinterliess mehrere Nachrichten. Ebenso schrieb ich mehrere Emails mit der Bitte um Schliessung. Leider habe ich nur noch die vom Januar 26 gespeichert. Als ich am 01.02.26 dann endlich einen Agent im Chat zu sprechen bekam, sagte er mir meine Emailanfrage wegen Kontoschliessung wäre in Bearbeitung (Screenshot vom Chat vorhanden). Später am selben Tag war ich nochmal im Chat um mich zu beschweren (inkl. Rückforderung meines Geldes), da hieß es dann, sie hätten gar keine Email wegen Schliessung des Kontos erhalten. Sie lügen also offensichtlich. Letztendlich wurde mein Konto erst am 01.02.26 geschlossen. Und dann bekam ich eine Emailbestätigung. Auf meine Forderungen sind sie gar nicht eingegangen. Haben so getan als wäre nichts gewesen. Ich habe Dir eine Email mit allen Screenshots usw. gesendet.

Viele Grüße

A.

Hello Anoushka99,

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

Dear Anoushka99,

Thanks for your patience.

Unfortunately, we reached a point where we are forced to close the complaint as unresolved.

I would like to inform you that since this casino has several cases closed as 'failed self-exclusion and even in cases where we contacted them and mediated such issues, the result was unsatisfactory.

Regrettably, it seems to be a common practice of LuckyMax Casino to either ignore us completely or ignore the necessary responsible gambling practices we deem indispensable in online casinos. For this reason, the casino is blacklisted and its safety index is very low. Please check our previous failed attempts to negotiate similar issues.

We strictly recommend staying away from LuckyMax Casino.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

(https://casino.guru/global-self-exclusion-initiative)

and about BetBlocker here

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I wish I could be of more help.

The casino can reopen this complaint anytime.