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.

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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