The player from Austria files 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.
LuckyWave Casino - Player seeks help after account remains open due to self-exclusion request.
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6d 23h 29m 33s
LuckyWave Casino
Safety Index 2.9 Very lowCase summary
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17 hours ago
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.
Automatic translation:
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38 minutes 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.
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38 minutes 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
