The player from Austria had requested the closure of his accounts due to gambling addiction on April 13th, but his account had remained active, leading him to lose an additional €1559. He then sought compensation and a proper account closure. The complaint was escalated and investigated by the casino, which acknowledged the oversight and agreed to process a refund for the disputed amount. The player was kept informed throughout the process, and the issue was ultimately resolved with the refund being processed. We marked the complaint as resolved following the player's confirmation.
LuckyWins! Casino - Player’s account remains open despite closure request.
Resolved
Our verdict
Case closed
Amount: €1,559
LuckyWins! Casino
Safety Index 9.6 Very highCase summary
Discussion
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1 month 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.
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1 month 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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1 month 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
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1 month ago
TranslationHello Tomas,
I had access to my account until yesterday and could have made further deposits. After contacting the casino again, my account has now been closed.
I forwarded you two transcripts and the email regarding the account closure. Unfortunately, I have not been contacted by email since then.
Do you need anything else?
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1 month ago
TranslationI have contacted the casino's live chat support several times now. Each time, I was simply told that my case was being reviewed by the finance department. I have also sent two emails to the casino.
For over six days now, I have received no feedback whatsoever from the finance team. My account is fully verified and was even closed after my last live chat. I also sent the casino a screenshot of the relevant email and a video of me opening it. This evidence was also ignored.
Frankly, I can't understand how this casino can have such a high security rating when basic communication, transparency, and response times aren't being met. To me, their current behavior doesn't inspire confidence.
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1 month ago
TranslationHello, could this case be escalated? Since I still haven't received anything from the finance department?
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1 month ago
Dear Gaming1993,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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1 month ago
Hello Gaming1993,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the LuckyWins! Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us from your point of view? The player has provided us with a video, showing the request in question, please let us know whether you want us to provide it to you or whether the agent has already shared it internally. Afterwards, would you be able to provide us with his deposit history?
Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
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1 month ago
Dear All,
Thank you for raising the complaint and for bringing it to our attention.
I can see that the player's complaint has also been escalated internally, investigated, and closed with an instruction to process a refund for the disputed amount on 13-05-2026.
I am currently clarifying the status of the refund and will confirm the status of the refund as soon as possible.
I would d also like to offer our apologies for the oversight.
Kind regards,
Lucy @ LuckyWins
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1 month ago
Dear casino representative,
thank you for your response and for clarifying the issue. We will be awaiting your update regarding the refund processing.
Dear Gaming1993,
thank you for your continued cooperation. Please keep us updated on the status of your funds.
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1 month ago
TranslationPayment just received. Thanks to CasinoGuru and LuckyWins!
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Gaming1993,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martin
