LuckyWave Casino - Player's account closure request is ignored.

I wish to raise a complaint regarding this casino’s repeated failure to close my account despite numerous requests.

Between 19 June 2026 and 9 July 2026, I sent multiple emails requesting that my account be closed immediately. These requests included:

19 June 2026 – "Please urgently close my account immediately."

20 June 2026 – "Urgently please close."

26 June 2026 – Follow-up requesting a response.

30 June 2026 – Email sent directly to the manager requesting urgent closure.

9 July 2026 – Further request for an urgent response.

Copies of these emails are attached.

Despite my repeated and unequivocal requests, the casino failed to respond and did not close my account. As a result, the account remained fully accessible, allowing further deposits and gambling activity that would not have occurred had my initial request been actioned.

I consider this to be unacceptable customer service and a failure to act on a clear account closure request.

Given that the casino ignored my repeated requests to close the account, I am requesting that all funds deposited and lost after my first account closure request on 19 June 2026 be disputed and refunded. Had the casino acted promptly on my request, these transactions would never have taken place.

I respectfully ask Casino Guru to investigate this matter and assist in resolving this dispute.

Important notice:

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Dear Cnorth98,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the original account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi, I’ve requested to close the account because I have a gambling issue and would like to stop. Even after several attempts they just refuse to close my account and offer a bonus, which I decline and they still refuse. I have sent you email. Thank you

Thank you for your response and for your emails.

When requesting self-exclusion, it is important to clearly state that the reason for your request is gambling addiction or gambling-related harm and to specify the exact duration of the self-exclusion. Make sure the subject line of your email is clear and easy to identify. Casino support teams often receive a high volume of emails every day, so a well-labeled subject line can help ensure that your request is noticed and processed more efficiently.

Additionally, I strongly recommend that you always keep a copy of your self-exclusion request, whether it is a sent email, a live chat transcript, or screenshots of your conversation with customer support. Having clear evidence of your request can be extremely helpful in the event of any future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player information:

• First name:
• Last name:
• Date of birth:
• Casino username:
• Email address:

Email:

Greetings, LuckyWave Casino,

I am writing to request the immediate self-exclusion of my account for a minimum period of [insert duration, e.g. five years or permanently]. I also request that I no longer receive any gambling-related marketing communications.

The reason for my request is gambling addiction.

I understand that my self-exclusion cannot be revoked before the end of the agreed exclusion period and that I will not be permitted to access my account during that time.

Kindly confirm once my self-exclusion has been applied.

Thank you.

Please send this email to LuckyWave Casino, copy me at veronika.f@casino.guru, and keep me informed of any further developments. Thank you in advance.

Dear Cnorth98,

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.

Done - thank you

Hello Cnorth98,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Cnorth98,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello Cnorth98,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Cnorth98,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I also strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

The casino can reopen this complaint anytime.