The player from the Netherlands had reported an issue with an online casino, stating that despite his requests for account closure due to gambling problems, the casino continued to send bonus offers. The Complaints Team had suggested the player send a clearly marked self-exclusion request to the casino's support email. However, despite extending the response deadline twice, the player did not provide a follow-up, which led to the complaint being rejected. We were unable to proceed with the investigation or offer potential solutions due to the lack of player's response.
LuckyMax Casino - Casino won’t close player’s account.
Amount: ??
LuckyMax Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Casino won't close my account. Support opens ticket but only gives me new bonuses. I told them that i want to close my account indefinetely due to gambling issues.
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6 months ago
Dear tv9xm5j9xf,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
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 xxx
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 support@luckymax.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
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5 months ago
Dear tv9xm5j9xf,
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.
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5 months ago
Nothing happend yet.. they state that they will look at my request but no one seems to want te help me
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5 months ago
Hi tv9xm5j9xf,
- Would you mind forwarding the request you sent to the casino to petronela.k@casino.guru?
- Also, have you tried any alternative channels to contact the casino?
Thank you.
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5 months ago
Dear tv9xm5j9xf,
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.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
