LuckyMax Casino - Player requests refund due to non-closure of account by casino.

On July 20, 2024, I indicated via the live chat that I no longer had control over my gambling. (See screenshot with proof of this message) 

Luckymaxcasino then did not decide to close my account immediately and/or block the top-up menu for me. 

After July 20, I was able to bet extremely high amounts for days, lose them and lose even more control over my gambling. 

This situation has caused me extreme financial problems. 

I have asked Luckymax Casino to refund my deposits AFTER July 20, 2024. This is because Luckymaxcasino did not intervene immediately after I informed them of my gambling problem and I was able to continue gambling. 

Luckymaxcasino has indicated that it does not agree with the refund. I have indicated that I do not agree with this. 

Luckymaxcasino should have closed my account immediately and prevented the damage. This did not happen. 

I insist that the deposits after July 20 be refunded. The total amount is €1540.00. 

Thanks.

Hello Pascal2500,

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? Can you please forward the initial self-exclusion request you sent to the casino? Where is the screenshot you attached from exactly? Is your account currently still open?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thanks for your response. 

My account is not verified this was rejected by email. 

In the attachment I send the request that I shared with the casino after I lost control of my gambling (20-7) I was able to continue to top up extreme amounts from the moment of notifying my gambling problem on (20-7) until (24-7) 16:15 local time. 

For four days my account and deposit function were accessible and I was able to cause even more financial problems for myself and people I love. 

Of course I have the proof of deposits from (20-7) until (24-7-) Since I was able to gamble for days without any protection I informed the casino again (24-7-) that I was able to lose even more and how this could be possible. 

On (24-7) at 16:24 my account was blocked. 

The deposit function of my entire account should have been blocked immediately after being notified that my gambling was no longer under control.

Hello Pascal2500,

Please forward the e-mail request and answers in full to nikolas.b@casino.guru.

Hi Nick,

I have sent the requested documents to the email.

Kind regards.

Hello Pascal2500,

Can you please forward the deposit history as well?

Please keep in mind that it might take up to 72 hours (3 working days) to process a self-exclusion and the casino is not obligate to refund the balance deposited within that period. If they closed your account on 24th, they basically did everything correctly.

Hi Nick,

Thanks for your response.

It took 4 days in total. It is also strange that the casino takes days to close my account. A player who has problems with gambling should be blocked immediately of course.

I will send you the deposits to your email and. Thanks.

Hello Pascal2500,

Every casino has hundred and thousand of players and only a limited support. Some of them aren't working during weekends that's why it takes up to 3 working days to process such requests sometimes. You most understand that they have maybe over hundreds of requests daily and it is not possible to process them all immediately.

Hi Nick, 

The casino focuses on me as a Dutch player. The condition is that everything, absolutely everything, must be done to prevent greater damage like this. 

I have clearly communicated that I suffer extreme financial damage due to gambling. This should have been anticipated immediately. What happened here, dear Nick, is anything but responsible. It does not make sense for a casino to wait days before blocking. This is also inexplicable when we talk about responsible gambling. 

Sorry Nick, but it does not make sense that I was able to continue playing for another 4 days. My account should have been blocked immediately. These and the other conditions apply to responsible gambling and that did not happen here. Sorry these are the facts. If they had acted differently, greater damage would have been prevented.

Hello Pascal2500,

It's not about that they did not block your account on purpose. Imagine going to work on Monday having hundreds of e-mails reading them one by one. Every player has the same priority and you can't expect that they will read yours first and block you immediately. Unfortunately, as your account got closed within the 72 working hours, there is nothing we can do. You can try to contact the casino's licensing authorities as they may be able to do something but our hands are tied in this case.

Is there anything else we could assist you with?

Hello Nick,

unfortunately you are setting a very bad example. We are talking about the health of people's lives and their situations. You are not giving any legal facts. The fact is that the casino had to close my account immediately. This is in Dutch law and everywhere where this casino focuses on Dutch players they had an obligation to comply. And; officially the casino responded later than 72 hours

Hello Pascal2500,

Free feel to contact the casino's licensing authority or a lawyer in your country but from our point of view, the casino acted correctly.

As you did not request our additional assistance, the complaint will be now closed.

Best regards,

Nick