LuckyMax Casino - Player’s account closure request ignored.

This casino site is a complete scam. On May 1, I sent them an email stating that I was a banned player, but no action was taken. I asked for a deposit refund and they didn't do that either. I contacted my lawyer and requested a file regarding my deposit history. They don't send me the files. After writing to my account many times, saying that I was a Cruks player, they did nothing for 28 days. I wrote many times to ask them to close my account.

Hello bayriiis1,

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? Did you request for self-exclusion or account closure in the casino? When was the last time you spoke to the casino and what was it about?

Please note that unless you requested for self-exclusion directly from the casino, you are not entitled for any kind of refund.

Looking forward to your answer.

Regards,

Nick

Yes, I confirmed it, I wrote my account many times, told them to close it, I was a banned player, and they offered me a monthly deposit limit.

Hello bayriiis1,

It is still unclear why did you request a refund. Did you request for self-exclusion and the casino allowed you to play or what is the reason?

Yes, I declared that I was an attitude cruks player and sent my documents, but the site never closed the account despite this.

Even though I informed them of this situation, they did not take any precautions for 28 days. They did not close my account. I contacted them many times via live chat. I told them that I was a Cruks player and that I could not restrict myself.

Hello bayriiis1,

Is there any evidence that you have requested for self-exclusion directly in the casino? If yes, please forward it to nikolas.b@casino.guru?

I sent it to the email you sent.

Hello bayriiis1,

When exactly did the casino close your account and how much did you deposit since 1st of May?

They were closed on May 28th, they have not done anything until now, unfortunately, although I informed them, I am not exactly sure, but the amount is more than 3200.I am currently preparing to file a lawsuit, I requested a file containing the deposit history, but they did not send it, they stated that they will not give a refund yet, so I will take it to court then.

I can send you from my bank exactly how much money I deposited, starting from May 1st.if you want to see

I didn't tell them about my gambling problem, I sent them a document stating that I was a banned player, in which case they should have blocked my account immediately but they didn't do that, I guess they don't. deliberately because they know that when they find out that you are addicted to gambling, more money will be deposited they are fraudsters

Thank you bayriiis1 for all the information provided. 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 bayriiis1,

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 self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I demand them to pay back all my deposits, this is a complete fraud, even though I sent them a file showing that I was a banned player, they did nothing for 28 days, which shows that they violated the terms and conditions.

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

I sent you a legal file stating that I am a banned player. In this case, you had to close the account within seconds, not after 28 days.

On May 1, we tell you that I am a Cruks player and you need to close my account. On May 17, you offer me a deposit limit instead of closing my account.

Dear bayriiis1,

Just to have a complete picture, can you tell me exactly when you contacted the casino for the first time with the mention of self-exclusion due to gambling addiction, and also when exactly your account was closed?

On May 1, I sent them an e-mail stating that I was a Cruks player. On May 28, my account was closed. During that period, I sent them many e-mails, as you can see there, they offered me a deposit limit.

Dear LuckyMax Casino,

We consider the timeframe from the initial self-exclusion request to the actual account closure to be too long in this case. We believe the player should be entitled to a refund of her deposits from the 7th of May until the day of the account closure.

Would you be willing to refund the player and therefore successfully resolve this case?

I want it as of May 6th

I already sent them an official document stating that I was a banned player, in which case my account had to be closed within a few seconds. My documents were also sent via live chat, I request the refund of the money I deposited as of May 6.

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.

This casino is a scam, I legally requested my GDPR files from them, they did not deliver it even though it had 30 days, they do not respond to the complaint here.

I do not intend to close this case here, what you are doing is fraud.

Dear bayriiis1,

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