Lucky7even Casino - Player’s account closure request is ignored.

Hello, I played and won some money.

I wanted the withdrawal to happen before playing it down..so I contacted support to close my account, they told me to write and email which I did.i stated that if they don't close it I risk losing it all which I wanted to prevent.Multiple Emails which couldnt be understood clearer to close my account and not ask any questions didnt work to close my account..they just dont give a shit about Player safety thats obvious.i want the money which I asked to cash out, when I asked them to close it and not ask me weird stuff.

Dear Cutzii,

Thank you for submitting this complaint. I’m sorry to hear about the issue you are facing. Please note that we are able to assist only those players who wish to close their account due to gambling addiction.

Could you please confirm if you did not specify the reason for closing your account to the casino's customer support?

Is it possible to set a cooling-off period while your withdrawal request is active, to prevent you from canceling it and continuing to play, thereby risking your balance?

Have you made any successful withdrawals from this casino before?

Lastly, have you completed the full KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have asked several times for my account to be closed because otherwise I will lose it again, which implies that I have a problem. It didn't happen because that's exactly what they were hoping for. Now that my account is at 0, they could of course close it without hesitation or questions. I have also asked several times for a ban in all hollycorn casinos, but that didn't happen, and it worked with dama too. They know about the gambling problem.

Please understand that we can assist with account closure requests only in cases where players explicitly state that their reason for account closure is gambling addiction.

Do you have any emails or other communication where you specifically mentioned gambling addiction as the reason for your request? If so, please forward them to me at veronika.l@casino.guru, and we’ll be happy to continue supporting you in this matter.

Additionally, please note that this casino operates under a license issued by the GCB. Currently, there is no option to self-exclude from all Curaçao-licensed online casinos at once. However, every operator is required to offer players the ability to self-exclude from their platform for a minimum period of six months. Please be aware that even if you requested self-exclusion from another casino under the same operator or ownership, this exclusion would not automatically apply to all brands they manage.

Dear Cutzii,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.