The player from Germany had requested the closure of his gaming account due to gambling addiction on February 19, 2025, but instead received bonus offers and deposited an additional €1800 afterward. He was seeking the closure of his account at Luckyvibe and a refund of the funds deposited after his initial request. The Complaints Team had been unable to investigate further due to the player's lack of response to inquiries, which led to the rejection of the complaint.
LuckyVibe Casino - Player’s account closure request ignored.
Closed
Our verdict
Player stopped responding
Amount: €1,800
LuckyVibe Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
Good day,
I ask for your support.
I sent an email to [email protected] with the request to close my gaming account immediately due to gambling addiction. Unfortunately, I didn't know until then that there was no license for Germany.
Instead of processing my request from February 19, 2025, they are sending me bonus offers. Due to my gambling addiction, I became weak and was still able to deposit another €1800 from February 21 to February 28, 2025.
In the interests of player protection, my gambling addiction and the license not being valid in Germany, I ask you to close my account at Luckyvibe and refund me the €1800 that I wrongfully paid in after I requested that my account be closed due to gambling addiction.
Thank you for your support
Marcel R***
evidence
Deposits from February 21 to February 28 (1800€)
email sent on February 19, 2025 to [email protected]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
10 months ago
Hello Raabi2711,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyVibe Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did the casino ever response to your self-exclusion request?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello, my account has been verified since February 14, 2025.
I received an answer saying that no account could be found with the email address.
I requested the deletion of my email account with which I am registered there and also included my email address in the email.
The only problem is that my account automatically adds .com instead of .de when sending emails to foreign addresses, so I have listed the email with .de again in the email.
That was also my last contact with the casino and since then I have never been able to deposit 1800€
Automatic translation:
Public
Public
10 months ago
Dear Raabi2711,
I hope you're doing well.
Could you please forward the full self-exclusion requests, rather than screenshots, along with the casino's response to [email protected] for further review? This will help us assess the matter thoroughly.
Looking forward to your response.
Best regards,
Nick
