LuckyWave Casino - Player seeks help after account remains open due to self-exclusion request.

Unresolved

Our verdict

No reaction policy

Black points: 1,261

Amount: €12,000

LuckyWave Casino

Safety Index 2.5 Very low

Case summary

The player from Austria filed a complaint against LuckyWave for failing to close his account despite multiple requests related to his gambling addiction. He explicitly informed the casino on July 5 and July 11, 2026, about his situation, yet was still allowed to deposit funds and continue gambling, prompting him to seek an investigation into the casino's adherence to responsible gambling practices. We were unable to make any further progress because LuckyWave Casino was already under our No Reaction Policy and had repeatedly refused to cooperate with us. For this reason, the complaint was closed as unresolved, which negatively affected the casino’s rating.

Discussion

Public

Markus10

Bronze

Austria

Public

3 weeks ago

Original

Translation

Dear Casino Guru Team,

I would like to file a complaint against LuckyWave for what I consider to be a serious breach of the principles of responsible gambling.

I explicitly informed LuckyWave that I am a gambling addict and that my account must be permanently closed.

On July 5, 2026, I wrote to support:

"Close my account i am addicted."

I also pointed out my conspicuous gambling behavior and asked why my account had not been blocked or a gambling break implemented.

Since my account remained open, I contacted support again on July 11, 2026, and explicitly wrote:

"Why don’t you close my account?"

and:

"I am addicted please close it."

I have thus clearly informed the operator twice about my gambling addiction and explicitly requested the closure of my account.

Nevertheless, my account was not closed. I was subsequently able to continue depositing funds and playing.

After my initial self-exclusion request on July 5th, numerous deposits via Apple Pay continued to be accepted. Even after my second request on July 11th, I was still able to make deposits.

I can fully provide completed deposits, transaction history, and communication with the casino as proof.

In addition, there were several rejected or

I would like to explicitly point out that I made the payments myself. Therefore, I am not claiming that the payments were unauthorized. My problem is rather that I explicitly informed the operator about my gambling addiction and repeatedly requested that the account be blocked, but the account remained open and further deposits were still possible.

I therefore ask Casino Guru to:

Investigation to determine whether LuckyWave has violated its responsible gambling obligations following my explicit self-exclusion requests.

Examination in particular of the deposits made after July 5 and after July 11, 2026.

Support with communication with LuckyWave.

Examination whether a refund of the losses incurred after my explicit self-exclusion request is justified.

An assessment of how this case falls under LuckyWave's Responsible Gambling rules.

I can provide the following evidence:

Screenshot of my self-exclusion request from July 5, 2026

Screenshot of my renewed self-exclusion request from July 11, 2026

full transaction history

Proof of deposits via Apple Pay

Evidence of rejected or reversed payments

further communication with LuckyWave support

I ask you to review the case and let me know what further documents you require.

Thank you for your support.

Sehr geehrtes Casino-Guru-Team,

ich möchte eine Beschwerde gegen LuckyWave wegen eines aus meiner Sicht schwerwiegenden Verstoßes gegen die Grundsätze des verantwortungsvollen Glücksspiels einreichen.

Ich habe LuckyWave ausdrücklich darüber informiert, dass ich spielsüchtig bin und mein Konto dauerhaft geschlossen werden muss.

Am 5. Juli 2026 habe ich dem Support geschrieben:

„Close my account i am addicted."

Ich habe außerdem auf mein auffälliges Spielverhalten hingewiesen und gefragt, warum mein Konto nicht gesperrt bzw. keine Spielpause eingerichtet wurde.

Da mein Konto weiterhin geöffnet blieb, habe ich mich am 11. Juli 2026 erneut an den Support gewandt und ausdrücklich geschrieben:

„Why you dont close my account?"

und:

„I am addicted please close it."

Damit habe ich den Betreiber zweimal eindeutig über meine Spielsucht informiert und ausdrücklich die Schließung meines Kontos verlangt.

Trotzdem wurde mein Konto nicht geschlossen. Ich konnte anschließend weiterhin einzahlen und spielen.

Nach meiner ersten Selbstsperranfrage am 5. Juli wurden weiterhin zahlreiche Einzahlungen über Apple Pay akzeptiert. Auch nach meiner erneuten Aufforderung am 11. Juli konnte ich weiterhin einzahlen.

abgeschlossene Einzahlungen sowie eine Die Transaktionshistorie und die Kommunikation mit dem Casino kann ich vollständig als Beweis zur Verfügung stellen.

Zusätzlich gab es mehrere abgelehnte bzw.

Ich möchte ausdrücklich darauf hinweisen, dass ich die Zahlungen selbst durchgeführt habe. Ich behaupte daher nicht, dass die Zahlungen unautorisiert waren. Mein Problem ist vielmehr, dass ich den Betreiber ausdrücklich über meine Spielsucht informiert und wiederholt eine Kontosperre verlangt habe, das Konto aber trotzdem offen blieb und weitere Einzahlungen möglich waren.

Ich bitte Casino Guru daher um:

Prüfung, ob LuckyWave nach meinen eindeutigen Selbstsperranfragen gegen seine Responsible-Gambling-Verpflichtungen verstoßen hat.

Prüfung insbesondere der Einzahlungen, die nach dem 5. Juli und nach dem 11. Juli 2026 erfolgt sind.

Unterstützung bei der Kommunikation mit LuckyWave.

Prüfung, ob eine Rückerstattung der nach meiner ausdrücklichen Selbstsperranfrage entstandenen Verluste gerechtfertigt ist.

Eine Bewertung, wie dieser Fall unter den Responsible-Gambling-Regeln von LuckyWave einzustufen ist.

Ich kann folgende Beweise vorlegen:

Screenshot meiner Selbstsperranfrage vom 5. Juli 2026

Screenshot meiner erneuten Selbstsperranfrage vom 11. Juli 2026

vollständige Transaktionshistorie

Nachweise über Einzahlungen über Apple Pay

Nachweise über abgelehnte bzw. rückgängige Auszahlungen

weitere Kommunikation mit dem LuckyWave-Support

Ich bitte Sie, den Fall zu prüfen und mir mitzuteilen, welche weiteren Unterlagen Sie benötigen.

Vielen Dank für Ihre Unterstützung.

Automatic translation:

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

3 weeks ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

3 weeks ago

Dear Markus10,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the 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. If you communicated with the casino through email, forward me the full, uncropped, original conversations, rather than screenshots.

Thank you in advance for your cooperation.

Best regards,

Veronika

Public

Markus10

Bronze

Austria

Public

3 weeks ago

Original

Translation

Hello Veronika,

I sent you an email.

Regards, Markus

Automatic translation:

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

2 weeks ago

Dear Markus10,

Unfortunately, we have reached a point where we are unable to make any further progress with your complaint.

Under normal circumstances, we would now contact the casino and ask them to provide their explanation and position regarding your case. However, LuckyWave Casino already has more than five complaints that were closed under our No Reaction Policy, which clearly indicates that the casino is currently unwilling to cooperate with us.

As a result, we have no choice but to close your complaint as "Unresolved." This will negatively affect the casino's overall rating. While I understand that this does not provide you with the resolution you were hoping for, unresolved complaints can have an impact on the casino's rating and may encourage the casino to reconsider its approach to cooperation.

Unfortunately, this appears to be a recurring issue with LuckyWave Casino. We have made numerous attempts to contact the casino and resolve complaints through various channels, including email, live chat, and their affiliate team. Despite these repeated efforts, we have been unable to establish meaningful communication or obtain their cooperation.

You can review our previous unsuccessful attempts to mediate similar complaints on the casino's profile.

For these reasons, we strongly recommend avoiding LuckyWave Casino until its approach to resolving player complaints changes.

I sincerely wish I could have done more to assist you in this case. The casino may reopen the complaint at any time if they decide to cooperate with us.

Best regards,

Veronika