The player from Austria requested the closure of his accounts due to gambling addiction on April 13th, but his account remained active, leading him to lose an additional €1559. He is now seeking compensation and a proper account closure.
LuckyWins! Casino - Player’s account remains open despite closure request.
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Current status
Waiting for Casino Guru to reply
6d 10h 5m 5s
LuckyWins! Casino
Safety Index:Very highCase summary
Discussion
Public
Public
4 days ago
Translation
I sent the following email on April 13th to support@luckywins.com sent:
Please close all my accounts immediately due to gambling addiction.
Unfortunately, my account was not closed, and I was able to gamble away another €1559 in the last few days. Therefore, I request compensation and, once again, the closure of my account.
Automatic translation:
Public
Public
14 hours 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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Public
14 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyWins! Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the casino's responses to your requests? Please share the information with timestamps if available, to my email at tomas@casino.guru
- After you learned your request wasn't processed, have you contacted live chat support and asked for assistance?
- When was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
