LuckyMax Casino - Player’s account closure request is ignored.

Hi,

Since a few months I am asking Luckymax casino to close my account. Severel times by email and several times by chat.

Each time they say the request is forwarded to the relevent department or management.

I can still acces my account and, because I have a gambling issue, I am still losing at the casino because they do not close my account.

They even, after I asked to close my account, send me "vip" emails and add bonus money to my account. They want to force me to log on and spend money!

Hop you guys can help me !

Dear rbandagida,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with closing your account at LuckyMax Casino.

To better understand your case and take the necessary steps, could you clarify the following details?

• When did you first request your account closure?
• Did the casino ever set any restrictions on your account, or has it remained fully accessible the entire time?

Unfortunately, LuckyMax Casino has a bad reputation for completely ignoring self-exclusion requests. We have already documented seven similar cases where the casino failed to act on a player’s request for account closure due to a gambling issue.

In the meantime, I strongly recommend using BetBlocker, a free tool that can help you block access to gambling websites and prevent further losses. You can find more information and download it here: https://www.betblocker.org.

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

Hi and thanks.

the first time i requested my account closure is about 2 months ago.

no ristrictions or what so ever were on my account. I had full acces.

Hi rbandagida,

Thank you for the update.

Based on the information you've provided, here's the timeline I have:

• 27th February 2025: Player sent an email mentioning the GP (Gambling Problem).
• 28th February 2025: Casino acknowledged the request and stated that it was transferred to management for further review.
• 1st March 2025: Player followed up with another request/communication.

Could you please confirm if this timeline is correct?

• Also, could you provide proof of how much you've deposited since 27th February into this casino?
• Additionally, as mentioned in my previous reply, have you already used BetBlocker or any other self-exclusion tool?

Thank you for your cooperation. I look forward to your response.

Dear rbandagida,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

hi,

sorry, due to a vacation i was unable te response.

Dear rbandagida,

Thank you for your response, and I hope you enjoyed your vacation.

To move forward with your case, I kindly ask you to answer the questions I had sent in my earlier message. Your input is essential for us to assess the situation and provide the appropriate support.

Looking forward to hearing from you soon.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

Please find proof of the deposits below:

Dear rbandagida,

• I’ve received your recent messages along with the attachment, but unfortunately, the screenshots are not clear enough for us to properly review the details. Could you please forward the screenshots in better quality directly to [email protected]?
• Also, I’d like to kindly ask whether you’ve already registered with BetBlocker following our previous recommendation. If yes, could you please confirm whether it has been activated successfully?

Thank you in advance for your reply.

Dear rbandagida,

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.

Dear Petronella,

Screenshots are on the way!

Yes I've succesfully activated betblocker. I'm also unable to reach your website as well on my mobile phone due to betblocker. 🙂

Thanks so far!

Dear LuckyMax Casino Team,

Please find below a concise timeline of events and our concerns regarding this case:

Timeline of Events

• 27 February 2025: The player emailed to request self-exclusion, explicitly mentioning their gambling problem.
• 28 February 2025: Your support team acknowledged the request and said it had been forwarded to management for review.
• 1 March 2025: The player followed up, reiterating their request for self-exclusion.
• After 1 March 2025: Despite the acknowledgement, the player was still able to deposit €2,300 into their account.

Fortunately, the player has since installed BetBlocker and can no longer access their account. However, it is unacceptable that your team overlooked multiple requests to apply self-exclusion—even when the player clearly stated they were experiencing a gambling problem.

We therefore request that you:

1. Immediately self-exclude the player, refund the full €2,300 deposited since 1 March, and confirm in writing that their account is closed and all promotional communications are halted.
2. Review and strengthen your self-exclusion procedures to ensure that any future requests are processed without delay.
3. Provide a summary of corrective measures you will implement to address this recurring compliance gap.

Given the pattern of similar unresolved cases in our database, this complaint will remain unresolved, and we have issued blackpoints against LuckyMax Casino. It will stay unresolved until we receive confirmation—from either the player or from you—that the above actions have been completed.

We apologize, rbandagida, for not being able to achieve a resolution sooner due casino's inaction, and that we cannot do anything more to help at this point until these steps are confirmed.

Kind regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru