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

Hallo,

ich versuche das Konto wegen problematischen Spielverhaltens zu sperren, aber das Casino kommt der Aufforderung nicht nach. Bisher habe ich mich mehrfach an den Live Chat gewandt, aber ich werde nur abgewimmelt. Eine E-Mail [email protected] ist auch raus.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyMax Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your account is still accessible to you?
• Have you disclosed your gambling problems to the casino at any point? If you did, please specify when exactly you informed the casino about your gambling problem.
• Could you please share your self-exclusion requests sent to the casino with me? Please share the information to my email at [email protected].

If your account is currently open, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings LuckyMax Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to [email protected] and separately to your vip manager if you have one (include me in the copy at [email protected]), and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Es hat sich weiterhin nichts getan. Der Live Chat wird von KI bedient und auf E-Mails wird nicht reagiert.

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.

Please check several resources that might be of help in your particular situation:

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

(https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

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.