The player from Germany reported that his account had been blocked due to gambling addiction, yet it was reopened without following proper protocols. After the reopening, he deposited 10,095 euros and won 3,500 euros, but the casino canceled his payout, causing him to lose his winnings. He believed that the casino had violated player protection principles. We closed the complaint as unresolved due to the casino’s repeated failure to adhere to responsible gambling practices and poor cooperation in mediation, which resulted in the casino being blacklisted and strongly advised against. Information about self-exclusion support services was provided to assist the player.
LuckyMax Casino - Player's account has been closed due to gambling addiction.
Unresolved
Our verdict
Failed self-exclusion
Black points: 3,505
Amount: €6,046
LuckyMax Casino
Safety Index 0.2 Very lowCase summary
Discussion
Sensitive attachment
Sensitive attachment
3 months ago
Translation
My player account has been blocked since the end of December due to gambling addiction. I sent an email to luckymax requesting that my player account be permanently blocked due to gambling addiction; see attachment.
My player account has been fully verified since December 25, 2025.
I was able to easily reopen my player account via live chat on March 15, 2026, and deposit a total of 6046 euros, as shown in the attached screenshot.
A player account that has been demonstrably blocked due to gambling addiction may not be reopened.
In the meantime, I had also won 5000 euros, requested a payout, but the casino always canceled the payout, and then I completely gambled away the winnings of 5000 euros.
Had the casino not reopened my player account via live chat on March 15, 2026, in response to my request after it was blocked due to gambling addiction, I would not have been able to gamble away 6046 euros.
The casino is in complete violation of player protection laws.
Automatic translation:
Public
Public
3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 months ago
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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Have you asked the casino for a refund due to failed player protection already? With what result?
- Could you please share with me your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Public
Public
3 months ago
TranslationThe amount must be changed to 10,095 euros.
Unfortunately, since I filed the complaint, I have gambled away and lost another 4049 euros.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
TranslationHello Tomas,
Here are the answers to your questions:
Could you please tell us how long you played at the casino and when exactly your account was blocked?
I first notified you via email on December 25, 2025, that I wish to suspend my player account due to gambling addiction; see attached email.
I was able to easily reopen my player account via live chat on March 15, 2026 (see screenshot attached) and deposit and gamble a total of €10,095 up to yesterday.
On March 16, 2026, I again requested that my player account be blocked due to gambling addiction; see attached screenshot:
The casino replied to me on March 17, 2026; see attached screenshot.
Have you already requested a refund from the casino due to a malfunctioning player protection system? What was the outcome?
Yes, I have done that several times. I wrote via email on March 22, 2026, that since my player account was reopened due to gambling addiction, I had gambled away a total of 1400 euros; however, the total loss up to yesterday had reached 10,095 euros.
See my email from March 22, 2026 attached:
The casino wrote the following on March 22, 2026, see screenshot attached:
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
TranslationI also once requested a payout after a one-time win of 3500 euros.
The casino cancelled the winnings even though my player account was fully verified, see screenshot attached showing that my player account was verified and yet the payout was cancelled:
I then completely gambled away my winnings.
Online, you can read many reports from other players that payouts are cancelled and not paid out.
I have uploaded all the screenshots from between me and the casino.
Automatic translation:
Public
Public
3 months ago
TranslationPlease set all screenshots to private mode, as they contain sensitive data.
Automatic translation:
Public
Public
3 months ago
Hello hschlue88,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
2 months ago
Dear hschlue88,
Thanks for your patience. I updated the disputed amount based on your further comments.
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
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.
