LuckyMax Casino - Player’s account closure request delayed, leading to continued deposits.

I joined this casino on the 9th June. I noticed they didn't have any responsible gaming tools like setting a deposit limit, so I asked for my account to be closed. I have been sending multiple emails and contacting live chat for two months and nothing... They just keep telling me they are reviewing it and then close the ticket. I have made deposit after deposit after deposit. Whilst I understand that I chose to do that, the account should have been closed within an hour of the first request I sent, so making an obsessive amount of deposits should not have been possible. I am so disappointed - in myself and them! In total, I have deposited €6080.

Dear gtwitch,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have sent a request for self-exclusion? My email address is petronela.k@casino.guru.

• In that request, did you specify the duration for which you wanted your account to be suspended and the reason why?

I have checked the Responsible Gambling section of the casino and found that they should be contacted at support@luckymax.com.

• Is that the email address where you sent your self-exclusion requests?

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,

Petronela

Hey, I have sent the email correspondance via email but I have received a failure notice. I copied and pasted the email address, so could you please check if it is correct. Many thanks! In the beginning I didn't tell them it was for responsible gaming reasons (out of shame), but I ended up doing so a few emails later (on the 2nd July), so they were made well aware it was a permanent closure I was looking for.

Hi gtwitch,

I see that the first time you requested your account to be blocked for "responsible gaming" reasons was on July 2nd.

• Could you please confirm if your account is still accessible?

Thank you.

Good morning,

Yes, that is correct. And yes, unfortunately, the account is still open.

Warm regards,

Gemma

Thank you very much, gtwitch, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear gtwitch,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Good morning,

The account is still open 😫 and I have deposited more! I just need it closed. I can see many other people have had the same problem. It is so dangerous. Those with serious gambling problems could end up committing suicide because of something like this. They should be ashamed of themselves!

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear gtwitch,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Be aware that the LuckyMax Casino is not licensed and has a low safety index on our site. I tried to contact their live chat support to explore all available options, but I received the same reply as you: the account is under review. Please, see my recommendation below.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru