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My player account has been blocked since the end of December due to gambling addiction. I sent an email to luckymax requesting that my player account be permanently blocked due to gambling addiction; see attachment.

My player account has been fully verified since December 25, 2025.

I was able to easily reopen my player account via live chat on March 15, 2026, and deposit a total of 6046 euros, as shown in the attached screenshot.

A player account that has been demonstrably blocked due to gambling addiction may not be reopened.

In the meantime, I had also won 5000 euros, requested a payout, but the casino always canceled the payout, and then I completely gambled away the winnings of 5000 euros.

Had the casino not reopened my player account via live chat on March 15, 2026, in response to my request after it was blocked due to gambling addiction, I would not have been able to gamble away 6046 euros.

The casino is in complete violation of player protection laws.

Mein Spielerkonto ist seit Ende Dezember wegen Spielsucht gesperrt. Ich hatte eine Email an luckymax geschrieben, mein Spielerkonto dauerhaft wegen Spielsucht zu sperren, siehe Anhang.

Mein Spielerkonto ist seit 25.12.25 vollständig verifiziert.

Ich konnte über live chat, siehe Screenshot im Anhang, am 15. März 2026 problemlos über live chat mein Spielerkonto problemlos wieder eröffnen lassen und insgesamt 6046 Euro einzahlen.

Ein Spielerkonto was wegen Spielsucht nachweislich gesperrt ist, darf nicht wieder eröffnet werden.

In der Zwischenzeit hatte ich auch mal 5000 Euro gewonnen, eine Auszahlung beantragt das Casino hat die Auszahlung immer storniert und habe dann den Gewinn von 5000 Euro auch komplett verspielt.

Hätte das Casino mein Spielerkonto über live chat am 15.03.26 auf mein Antrag, welches wegen Spielsucht gesperrt war, nicht wieder eröffnen, so hätte ich keine 6046 Euro verspielen können.

Das Casino verstößt total gegen den Spielerschutz.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyMax Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Have you asked the casino for a refund due to failed player protection already? With what result?
• Could you please share with me your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

The amount must be changed to 10,095 euros.

Unfortunately, since I filed the complaint, I have gambled away and lost another 4049 euros.

Der Betrag muss auf 10.095 Euro geändert werden.

Ich habe leider seitdem ich die Beschwerde eingereicht habe, nochmals 4049 Euro verspielt und verloren.

Hello Tomas,

Here are the answers to your questions:

Could you please tell us how long you played at the casino and when exactly your account was blocked?

I first notified you via email on December 25, 2025, that I wish to suspend my player account due to gambling addiction; see attached email.

I was able to easily reopen my player account via live chat on March 15, 2026 (see screenshot attached) and deposit and gamble a total of €10,095 up to yesterday.

On March 16, 2026, I again requested that my player account be blocked due to gambling addiction; see attached screenshot:

The casino replied to me on March 17, 2026; see attached screenshot.

Have you already requested a refund from the casino due to a malfunctioning player protection system? What was the outcome?

Yes, I have done that several times. I wrote via email on March 22, 2026, that since my player account was reopened due to gambling addiction, I had gambled away a total of 1400 euros; however, the total loss up to yesterday had reached 10,095 euros.

See my email from March 22, 2026 attached:

The casino wrote the following on March 22, 2026, see screenshot attached:

Hallo Tomas,

hier die antworten auf Ihr Fragen:

Könnten Sie uns bitte mitteilen, wie lange Sie im Casino gespielt haben und wann genau Ihr Konto gesperrt wurde?

Ich habe erstmalig per Email am 25.12.25 mitgeteilt, mein Spielerkonto wegen Spielsucht zu sperren, siehe Email anbei.

Ich konnte über live chat, siehe Screenshot im Anhang, am 15. März 2026 problemlos über live chat mein Spielerkonto problemlos wieder eröffnen lassen und insgesamt bis gestern 10.095 Euro einzahlen und verspielen.

Ich habe am 16.03.2026 erneut beantragt, mein Spielerkonto wegen Spielsucht zu sperren, siehe Screenshot anbei:

Am 17.03.2026 hat das Casino mir geantwortet, siehe Screenshot anbei.

Haben Sie das Casino bereits wegen eines nicht funktionierenden Spielerschutzes um eine Rückerstattung gebeten? Mit welchem ​​Ergebnis?

Ja, das habe ich mehrfach, ich habe am 22.03.2026 per Email geschrieben, da hatte ich seitdem mein Spielerkonto wegen Spielsucht wieder eröffnet wurde, insgesamt 1400 Euro verspielt, die Verlustsumme bis gestern hat sich allerdings auf 10.095 Euro summiert.

Siehe meine Email vom 22.03.2026 im Anhang:

Am 22.03.2026 hat das Casino das geschrieben, siehe Screenshot im Anhang:

I also once requested a payout after a one-time win of 3500 euros.

The casino cancelled the winnings even though my player account was fully verified, see screenshot attached showing that my player account was verified and yet the payout was cancelled:

I then completely gambled away my winnings.

Online, you can read many reports from other players that payouts are cancelled and not paid out.

I have uploaded all the screenshots from between me and the casino.

Ich hatte auch mal eine Auszahlung nach einem einmaligen Gewinn von 3500 Euro beantragt.

Das Casino hat den Gewinn storniert, obwohl mein Spielerkonto vollständig verifiziert war, siehe Screenshot im Anhang, dass mein Spielerkonto verifiziert war und trotzdem die Auszahlung storniert wurde:

Ich hatte danach den Gewinn auch komplett verspielt.

Im Internet liest man viele Berichte von anderen Spieler, dass Auszahlung storniert werden und nicht ausgezahlt werden.

Ich habe Ihnen alle Screenshots zwischen mir und das Casino hochgeladen.

Please set all screenshots to private mode, as they contain sensitive data.

Bitte alle Screenshots auf privaten Modus setzen, da es sensible Daten enthält.

Hello hschlue88,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear hschlue88,

Thanks for your patience. I updated the disputed amount based on your further comments.

Unfortunately, we reached a point where we are forced to close the complaint as unresolved.

I would like to inform you that since this casino has several cases closed as 'failed self-exclusion and even in cases where we contacted them and mediated such issues, the result was unsatisfactory.

Regrettably, it seems to be a common practice of LuckyMax Casino to either ignore us completely or ignore the necessary responsible gambling practices we deem indispensable in online casinos. For this reason, the casino is blacklisted, and its safety index is very low. Please check our previous failed attempts to negotiate similar issues.

We strictly recommend staying away from LuckyMax Casino.

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I wish I could be of more help.

The casino can reopen this complaint anytime.