LuckyWave Casino - Player wants his account closed but is facing resistance.

I had previously complaint

I emailed over and over to get a deposit limit and lost £4000 in that time, after 3 months the did a limit now I ask to get my account closed and they won’t do it try and manipulate me to keep it open

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Dear Moose1409,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced while trying to close your account.

Unfortunately, we have received multiple complaints regarding this casino. Despite our repeated attempts to contact the casino and assist players with their complaints, the casino has adopted a No Reaction Policy and generally does not cooperate with us in resolving these cases. While we will do our best to assist you, please be aware that our possibilities may therefore be limited.

• Could you please confirm whether you specifically informed the casino that you wanted your account closed due to gambling problems or gambling addiction?

Please also provide the communication where you requested the account closure and the casino’s responses attempting to persuade you to keep the account open.

Thank you very much for your cooperation.

Karla M

• hi
• I’ve asked over and over to close it now deposit limits on my account
• will add some email replied it’s trying to talk me round and not listening

Thank you for your message.

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I truly value having you as part of my VIP community, and I want to make sure you feel comfortable with whatever decision you make.

Before making any permanent changes, perhaps a short 3-day Cooling-Off period could be a good first step. It would give you some time away to relax and clear your mind, without having to make any final decisions just yet.

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I would love to hear your thoughts on this.

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Best Regards,

Eva Wade

VIP Manager

Dear Neil,

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Thank you for your message.

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If you feel like taking a little break, there’s no need to make any changes to your account settings.

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You can simply step away for a while and avoid logging in. Your account and all its settings will remain unchanged until you decide to come back.

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If there’s anything else you’d like to discuss, please feel free to let me know!

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Best Regards,

Eva Wade

VIP Manager

Hi

How about we close my account as I asked, I don’t want to play a hour I never want to play here ever again ! 

That’s the balance I’d rather 

Neil 

 Neil,

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Thank you for your message.

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Before we proceed, I would also suggest taking a look at the Session Limit that will help you control how much time you spend on the site each day.

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The Session limit allows you to set a personal timeframe for how long you remain logged into your account. That way you will be able to maintain control of your gaming and still have an entertaining gaming experience. 

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We can set a Session limit for 1 week to see how you feel. For example, let's start with 100 minutes per session. If you don't like it, we can either adjust it or proceed with your initial request.

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What do you think?

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Best Regards,

Eva Wade

VIP Manager

ww

Dear Neil,

​

Thank you for your message.

​

You are a deeply valued member of our VIP community, and I would love to understand what could make your experience exciting and comfortable again. Before we proceed, could you please let me know what could possibly help return your interest in our casino? Maybe anything specific you're looking for in terms of gaming experience, or is it your VIP experience that needs tailoring?

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What kind of offer could I arrange today to restore that enjoyment for you?

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I'm looking forward to your reply.

​

--

Best Regards,

Eva Wade

VIP Manager

www.luckywave.com

Dear Neil, 

Thank you for your message! 

​

If you feel a break is needed, no account changes are necessary right now. 

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Feel free to take time for yourself and simply avoid logging in. Your account will remain completely unchanged for your return. 

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Please let me know if there is anything else I can help with.

Hi

I want to close my account so yes I want account changes being applied is me leaving here? Am I prisoner here and not allowed to leave? Wrong I am leaving and going else where so sort it. 

Don’t you understand deposit limit and no deposits meaning I don’t want to play here. 

I WANT ACCOUNT CLOSURE AS SOON AS POSSIBLE I INSTRUCTED YOU ON MONDAY AND STILL GOING ON SO SORT IT TONIGHT!!!

 

So help me and sort it

Neil 

Dear Moose1409,

Thank you for providing the communication.

I can see that you have repeatedly asked LuckyWave Casino to close your account and that the casino has continued suggesting alternatives instead of proceeding with the closure.

Unfortunately, as mentioned previously, LuckyWave Casino has a No Reaction Policy and generally does not cooperate with us in resolving complaints. This means that our ability to assist directly with the account closure may be limited.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool:

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool can help you block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. It was designed to assist individuals who may be facing difficulties with their gambling habits by helping them limit access to gambling and reduce the potential for further harm.

Please continue to avoid making any further deposits while the account remains open.

Thank you for your understanding.

Karla M.

Dear Moose1409,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for LuckyWave Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from LuckyWave Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.