LuckyMax Casino - Player's account closure and refund request is delayed.

Hi,

I’ve asked the casino through chat for multiple times to self exclude, but they failed to comply. I even stressed my addiction and that I can’t stop spending money.

On July 14, I emailed them with the request to also refund me after my initial request to close my account. I have no proof of the chat, but I do have it of the mail. I urge the casino to refund me and close my account per my last mail.

Kind regards.

Dear ahmetchakioglou, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi Veronika,

i just emailed you and forwarded the mail I sent to the casino. In the chat I spoke about self exclusion and closure of my account both. I wanted to be excluded forever completely. They first offered me free money to play more after a plee that I couldn’t control myself. In other chat attempt I also tried to exclude myself. Both times they insisted I wait for an answer from the manager and that my account would be excluded, but it never happened. Finally, I sent the mail I forwarded to you just now. The title indicates that I also want to self exclude. After the mail, my account never stopped working. It wasn’t closed, nor was I excluded. I didn’t get a reply. Die to my addiction, I wasn’t able to control myself and kept adding more money to the tab. I truly hope the casino will step up and refund me as well as exclude me from their site.

Thanks again for your help.

Kind regards,

Ahmet

Thank you for your email. Do you have any evidence from before July 13 of your self-exclusion request?

Have you made any deposits to the casino after July 13? If you have, please specify the amount you deposited.

Hi Veronika,

unfortunately, I didn’t save the chats from before July 13. The amount that I opened the case for is 1870 euros and all of that is deposited after July 13. I have proof of deposit for all of these. Before that, I have deposited plenty, but like I said, I don’t have access to the chart history so that is why I didn’t specify that amount. I would like the casino to refund me for at least the 1870 after July 13, but I am willing to settle if they’re open to discuss.

Kind regards,

Ahmet C.

Thank you very much, ahmetchakioglou, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks so much. I’m patiently waiting Michal’s response.

Hello ahmetchakioglou,

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 failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 ahmetchakioglou,

Since the casino has not answered our questions, 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. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

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