LuckyMax Casino - Online casino ignores player's self-exclusion request.

I have requested several times to close my account and indicated that I have a gambling addiction. After I reported this, I still receive bonus offers and can still deposit money. I had €32,000 in payouts, of which 8,000 have been paid out. I requested to block the remaining 24000 so that I could not reverse it. This was not responded to, so I fully refunded the 24,000 and lost it in just 1 day. I have requested several times to close my account due to a gambling addiction.

Hello Phoolie2222,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyMax Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did you mention gambling addiction for the first time? Can you please forward the e-mail communication between you and the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I send this email yesterday

Dear Phoolie2222 ,

Thank you for your feedback.

As far as we can see, your request was escalated and addressed by your personal manager.

We strive to respond promptly to all questions and requests, but times may vary depending on volumes od requests.

Thanks for choosing us.

We wish you all the very best.

Kind Regards

Lucky Max Casino

Hello Phoolie2222,

Can you please advise if your account is closed yet and if yes, since when exactly?

Hello,

I contacted support chat on May 26 and my account had not yet been closed. they responded here and from that moment on the account is closed. My first request was on May 6, so it took almost 3 weeks for the account to close. I already indicated on May 6 that I struggle with a gambling addiction, so this is really against all the rules. i beleive a refund is the least the casino can offer me.

Hello Phoolie2222,

Basically the only evidence of gambling addiction you forwarded is from 21.5. However, if you claim that your account was still open 5 days later, the casino should refund the deposits made 3 days after your request (or mentioning addiction).

I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Phoolie2222,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LuckyMax Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello i can provide you the email i send on 6-5 were i also said this. Also i got communication with the live chat on 6-5. On an email feom 13-6 i also said that i want a permanent ban because of an addiction.

I also want too receive my full transaction history from the casino.

Hello what happens when the casino gives no reaction?

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.

Dear Michal ,

As far as we can see, the account was closed immediately after the request was reviewed.

We strive to address all inquiries and requests promptly. However, please note that the timelines may vary depending on the nature of the request.

We wish you all the very best.

Kind Regards

Lucky Max Casino

Dear LuckyMax Casino,

Could you give me the exact timeframe of the whole self-exclusion process?

1. When exactly did you receive the properly formatted self-exclusion request?
2. When exactly did you successfully carried out the self-exclusion and closed the player's account?

I already send all my emails too michal. Again, i ask for a permanent ban on 6 mai. I also ask for that in live chat so i hooe the casino also provide michal these conversations.

Dear Michal ,

As far as we can see, the SE request came in later than the closure request. After the initial request, this player was sent for verification. As I mentioned earlier, the review times can vary depending on the department's workload. Once the verification was completed, we immediately closed the account. Therefore, it is not possible to set up SE when the account is already closed.

als ik de informatie over se algemeen moet geloven. Dient een se verzoek altijd direct te worden gehonoreerd. Zeker als er ook is aangegeven dat er een verslaving speelt. Bijna 4 weken is dan echt niet normaal. Heb verschillende mails gestuurd naar jullie waarin ik dit aangeef. Deze mails zijn ook allemaal in het bezit van casino guru. Graag zou ik van jullie ook mijn livechat geschiedenis willen ontvangen. Hier heb ik ook meermaals aangegeven dat ik een probleem had.

Dear LuckyMax Casino,

Do I understand correctly that you have stated that you closed the player's account, not due to his self-exclusion due to a gambling addiction request, but due to an account closure request that the player had made earlier?

Dear Michal ,

A player made a request to close their account, and as soon as their request was reviewed, the account was immediately closed. Initially, the player just asked to close the account.

i send all the proof too casino guru. I ask luckymax a few times now for my chat history here i also explain that i’ve got an gambling addiction. I also want too receive my transaction history after multiple request i still dont receive this. Also the details fromtl the license provider they don’t provide me this. I’ts really absurd that they nott immediately close my account after a scream for help(gambling addiction) the casino got a duty of care, this is not followed up.

The only thing i want is a solution. This case takes almost 2 months now.

Dear LuckyMax Casino,

Do I understand correctly that the player's account is closed due to a simple account closure request, therefore the account can be reopened at any time?

Dear Michal ,

The player's account was closed at their request due to gambling problems. Unfortunately, the player will not be able to reopen their account.

We wish you all the very best.

Kind Regards

Lucky Max Casino

Dear Phoolie2222,

Can you send me the email you sent to the casino on 6.5., which would be the first time that you have mentioned your gambling addiction? Please send all the relevant info to michal.v@casino.guru.

Hallo ik heb je de mails nogmaals gestuurd, ik heb het casino ook gevraagd om de transcriptie van mijn chats met het casino, deze hebben ze tot op heden nog niet aangeleverd!! Ook hier heb ik namelijk in aangegeven dat ik mijn account wilde sluiten ivm met een gokverslaving!!! Ik heb een idee dat het casino dit niet wil gaan oplossen. Zoals je kunt zien vraag ik duidelijk om een permanente ban ik verwijs in mijn mail van 13-6 nogmaals naar de gokverslaving en de ban!!!! Dus 13-6 was zeker bekend dat het om een verslaving ging. Ik eis dat het casino de chatgeschiedenis beschikbaar stelt hier heb ik 100% zeker ook verwezen naar mijn verslaving.

hoop dat er eindelijk een oplossing gaat komen want vind het proces al erg lang duren.

Dear Phoolie2222,

Thank you for the provided emails. Since the casino is not willing to share exact dates with me, and we have already established that you have sent the self-exclusion request due to a gambling problem on the 6th of May, can you please tell me:

1. When exactly did the casino ask you to provide the verification documents?
2. When exactly did you provide those documents?
3. When exactly did you get a confirmation of your account closure?

Thank you for all of the info you have provided so far and for your patience. I will be looking forward to hearing from you.

hallo,

Ook ik krijg helemaal geen response van het casino. ik heb fortaprime srl ook al mails gestuurd en ook van hun krijg ik geen reactie. ik heb me geverifieerd meteen de eerste dagen van mijn account opening.

zoals gezegd heb ik geen bevestiging gehad dat mijn account gesloten is. ik heb dit zelf opgemerkt ik meen me te herrineren dat dit op 29-6 was meen ik.ik weet dit niet 100%zeker maar 27-6 was mijn account nog open. Ik wil gewoon een oplossing!!! Het is toch duidelijk dat het casino de fout in is gegaan nu is het zaak dat het casino met een oplossing komt. al lijkt het dat het casino op geen enkele manier meewerkt. @casino guru hebben jullie contact informatie van de licentie verstrekker??? ik denk dat ik rechtstreeks contact met hen ga zoeken. ook wil ik graag de nederlandse autoriteiten informeren over deze zaak. een buitenlands casino mag zich volgens de nederlandse wetten niet richten op de nederlandse markt maar doet dit overduidelijk wel. ze refereren naar Max 33 verstappen. Ik wil ze nog een kans geven voor een oplossing anders zal ik echt een juridische zaak willen opstarten.

Dear Phoolie2222,

I have gone through the evidence again and I have to say that your email from the 6th of May has no mention of gambling addiction. The earliest date I can see from the evidence that was provided by you with the mention of gambling addiction is from the 13th of May.

Please, if you have any more emails or evidence that shows an earlier mention of your wish for self-exclusion due to gambling problems, please, post them here or send them to michal.v@casino.guru

Ik heb al eerder aangegeven dat ik ook contact heb gehad via de live chat vanaf dag 1. Het belangrijkste mailverkeer heb ik je doorgezet. Graag zou ik willen weten hoe nu verder. Ik heb al juridische informatie ingewonnen (informatief) indien nodig zal ik een zaak aanspannen tegen het casino. Uiteraard zou ik het liefste willen dat er via jullie een oplossing wordt gevonden, maar nogmaals ik schroom er niet om een rechtzaak te starten tegen luckymax.

Dear Phoolie,

Here I will summarise the facts that we can work with. The first instance of you mentioning gambling addiction that we can clearly see is from the 13th of May. Then, by your words, your account was still open on the 27th of June, and your account was closed somewhere around the 29th of June.

In any case, after you clearly show your wish to self-exclude yourself due to a gambling addiction problem, we believe you should be refunded all of your deposits that have happened after the 17th of May since we believe that would be an adequate time period to deal with the request.

Dear LuckyMax Casino, can you refund the player so we can close this complaint as resolved? Or, perhaps, correct any information that might not be correct?

Dear Phoolie2222,

Your account has been forwarded to our management for additional review as part of ensuring security and compliance with our standards. We strive to ensure that every player receives high-quality service and a fair gaming environment.

We wish you all the very best.

Kind Regards

Lucky Max Casino

Dear LuckyMax Casino,

We look forward to receiving updates from you on this case.

Het casino heeft mij in de livechat aangegeven dat ze absoluut niet overgaan tot een terugbetaling. @casino guru wat kan ik voor stappen ondernemen tegen het casino? Hebben jullie informatie van de licentieverstrekker of een goede advocaat die ik kan inhuren tegen het casino. Ik laat het hier zeker niet bij en zal er alles aan doen om mijn recht te behalen tegen deze oplichtersbende. Dit is echt tegen alle regels in en zal hiervan ook melding gaan maken bij de nederlandse autoriteiten.

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.

Dear Phoolie2222,

Since the casino did not react, I have to close this complaint. The casino has a Costa Rican license, but the license authority does not offer an option for officially filing a complaint. The casino also doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

I can only recommend you choose casinos by 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,

Michal V, Casino.Guru