LuckyMax Casino - Pelaaja ei pysty sulkemaan tiliään.

They don't want to close my account and keep giving bonuses, tried several things to close my account despite losing 12k, also registered in cruks and they tell me that they allow the ksa on their site and that it is allowed

Hun willen mijn account niet sluiten en geven steeds bonussen meerdere dingen geprobeerd me account te sluiten des ondanks 12k verloren ook geregistreerd staan in cruks en het vertellen dat ze de ksa op hun site toelaten en dat het mag

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.

Dear C078,

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, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

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.

Thank you in advance for your cooperation.

Best regards,

Veronika

I send it over couple hours

I have not received any emails from you yet. Could you please specify the email address you sent them from? Also, could you please check whether you entered my email address correctly? It's veronika.f@casino.guru.

Ive send it on live chat also

also they not respond on the question about license and they tell me they allowed by the ksa it is legal for me to play

Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Please forward me the self-exclusion requests you sent to the casino via email. If you have not mentioned gambling addiction, I suggest you send a new self-exclusion request.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings LuckyMax Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to LuckyMax Casino, add my email address to CC (veronika.f@casino.guru) and keep me informed about any further developments. Thank you in advance. 

Ive send something like this multiple times but the not respond only when u ask for bonus they respond

I tell them a kid make the account under 18 they do not care

also i u think about to jump of the building because of that company they do not care at all they scaming everyone

I kindly ask once again to forward the emails sent to the casino with the self-exclusion requests to veronika.f@casino.guru, so that the complaint can be transferred to one of our resolvers, who will then reach out to the casino directly.

Thank you for the cooperation.

Dear C078,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear C078

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, Igor (igor.p@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,

Veronika

Dear C078,

I am so sorry to hear about your problem with the LuckyMax Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LuckyMax Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyMax Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Maybe u can send mail to the vip managers

Dear C078,

I have already tried contacting the casino through their official email. If you are aware of any other email address they might be using, please feel free to share it. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Email@luckymax.vip

Dear C078,

I have repeatedly tried to contact LuckyMax Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor