LuckyMax Casino - Player’s self-exclusion request is delayed.

The casino is not implementing my requested self-exclusion due to my gambling addiction. I have repeatedly requested immediate self-exclusion, but I only ever receive the response that my case is under review. Shouldn't something like this be implemented immediately? I've been waiting since November 24th.

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Dear Marti89xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

WHAT TO DO:

In some cases, people have certain gambling issues, when they are not able to find a middle ground between how much they want to play and how much they actually can. If it is also your situation, there is a possibility to exclude yourself from the gambling process at our casino. You can activate this option by contacting our Support Service via Live Chat.

To clarify the issue:

• When was the first time you informed the casino of your gambling addiction and requested your account closure?
• Is your casino account currently still accessible to you?
• When was the last time you spoke to the casino regarding the account closure?
• Could you please advise if your account is already verified, and if yes, since when exactly?
• Could you please share your attempts to self-exclude in the casino? Share screenshots here or send the information to my email to: [email protected].

Thank you very much in advance.

Best regards,

Petra

Hello Petra,

I have provided all the necessary information. I am requesting a refund from the casino for the deposits made on November 28, 2025, as the casino failed to respond to my inquiry for more than three days at that time. This is more than reasonable.

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 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.

We strictly recommend staying away from LuckyMax Casino.

Please check several resources that might be of help.

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.