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

I am making a formal complaint about LuckyWave because I have been trying to close my account for over a week and they have completely ignored my requests.

I have emailed LuckyWave more than 10 times asking for my account to be permanently closed. I have clearly explained that I have a gambling problem and that I need my account closed, but I have received no help and no response from them.

Despite repeatedly asking for my account to be closed, I am still able to access the account and, more importantly, I am still able to make deposits.

I feel that LuckyWave has failed me as a customer by not responding to my repeated requests for help and not taking action when I specifically told them that I have a gambling problem.

I would like Casino Guru to investigate this matter and contact LuckyWave regarding their failure to close my account despite my repeated requests and my disclosure of a gambling problem.

I would also like to know whether I may be entitled to claim back any of the deposits I made after I first asked LuckyWave to close my account. I have screenshots and evidence of my emails, including the dates of my requests, as well as evidence of the deposits made while LuckyWave continued to leave my account open.

I am happy to provide all of this evidence to support my complaint and would appreciate it being reviewed to see whether I have any grounds for a refund of those deposits.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the first time you mentioned gambling addiction as the reason for requesting the closure of your account? Please forward me all the emails you sent to the casino requesting self-exclusion in which you mentioned suffering from gambling addiction. My email address is veronika.f@casino.guru.
• Have you tried using different communication channels to contact the casino, such as live chat or social media?
• Have you ever successfully communicated with the casino’s customer support, regardless of the issue discussed?
• Have you completed the full KYC verification process at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Greig1994,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru