LuckyWave Casino - Player’s account has not been closed despite requests.

i have repeatedly asked Lucky Wave to close my account since August, but they have ignored me completely. I have contacted them over 10 times by email and live chat, explaining that continued access is causing me mental and financial harm.

Each time, live chat just says my request is "being looked at," but nothing ever happens. Even the manager replied with this unhelpful message:

"Sorry, could you please clarify the issue?

I just want to make sure I understand everything correctly.

If you have any questions or doubts, please do not hesitate to contact us via email or live-chat.

Best Regards, LuckyWave Casino Support."

I have made it very clear I want my account closed for responsible gambling reasons, yet it remains open two months later, and I have lost money as a result.

I am asking that Lucky Wave immediately close my account and refund all deposits made after my first closure request in August, as this is a serious breach of responsible gambling obligations.

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Dear Cocohibs1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

Dear Cocohibs1,

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,
Katarina
Casino.Guru