LuckyWave Casino - Player's self-exclusion request is ignored.

on the 19th February I emailed this casino to self exclude i made them aware of gambling addiction. they did not do this. i have sent several messages in the weeks thereafter and still wasn't closed. i told them i have no control over my spending, and they allowed me to deposit more. i have sent several emails and they have not replied at any time. im sick of these off shore sites taking advantage, i have all emails screenshotted.

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Dear hohohoho01, thank you very much for submitting your complaint. I am truly sorry about your negative experience with LuckyWave Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi there

I am fully verified yes. They are saying they never received any emails from me , which is entirely untrue. They said send another email and i did, they said maybe it was delayed.

I have sent you the email.

Dear Player,

Thank you for your response. Could you please advise when exactly did you first disclose gambling related issues to LuckyWave Casino? Could you please forward the request in question directly to my email rather than attaching it as a screenshot?

Additionally, could you please advise whether you currently still have access to your account?

Thank you in advance for your cooperation.

I first requested it on 19th feb and yes its still active. I have asked thenm on live chat and they saying they didnt reciece email.

Hello hohohoho01,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Thank you for providing the forwarded evidence. In order for me to better help you with this issue, could you please send a screen recording of your sent emails, including your self-exclusion requests?

Thank you for your patience and cooperation.

Dear hohohoho01,

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,
Attila
Casino.Guru