LuckyMax Casino - Player’s account closure requests ignored.

I send multiple e-mails to close my account because of addiction. They dont respond, they keep letting me deposit. They also send me bonuses.

Dear Sienna,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyMax Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When was the first time you informed the casino of your gambling addiction?
• Have you contacted the casino using your registered email address?
• Have you made any deposits in the casino afterward? If so, when?
• When was the last time you were in contact with the casino and what did you discuss?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

on 26-5-24 i emailed them to close my account. No response.

on 6-6-2024 i emailed them that i had an addiction. Still no response.

i emailed them with my registerd e-mail.

the live chat button on their website does not work.

i deposited multiple times after, like yesterday.

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

Hello Sienna,

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

Dear Sienna ,

Thank you for your feedback. Your account after been forwarded to our management for additional review as part of ensuring security and compliance with our standards and it had been closed as per your request. 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 lucky max,

I want also my 1600 eur back.

Dear LuckyMax Casino,

Just to confirm, can you tell me exactly when did you receive the self-exclusion request and also when did you close the player's account?

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

The first time i asked via e-mail to close my account was on 26-5-2024. Before that i asked multiple times via livechat to close my account. So I took almost a month to close my account.

Dear Sienna,

Can you tell me when exactly did the casino close your account due to your self-exclusion request?

on 26-6-2024

Dear Sienna,

I can see that you only mentioned that you wish to close your account due to addiction in the email from the 6th of June. Therefore, that would make the whole process 14 working days.

Could you tell me how much did you deposit from the 12th of June to the 26th of June? Please, share with me your deposit history either here or to my email michal.v@casino.guru. I am looking forward to hearing from you.

Dear michal,

I also send them via chat that I was addicted. This was from 26-5 I know for sure. But the copy from the chat they never send it to my email. Also I can not see how much I deposited because my account is blocked.

Dear Sienna,

Since there is no evidence for us to review, we have to stick to the above-mentioned date of the 6th of June.

Can you provide me with your deposit history as I asked in the previous reply?

Here you can see how much I deposited in their casino.

this is from 12 till 26 of June.

We believe you should be refunded your deposits from the 12th of June until the 26th of June because the self-exclusion process took longer than it should have. Even though we understand the necessary timeframe required to manually sort out and complete the self-exclusion requests, 14 days is a time period that is considered by us to be too long.

Dear LuckyMax Casino,

Can you refund the player so we can close this complaint in our system as resolved?

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 Sienna,

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