LuckyMax Casino - Player's account remains open despite self-exclusion request.

Hi.

i did play @ lucky max casino

after a day I did ask for a self exclusion duo gambling addiction.

2 days later there was still no reply or action taken.

so I could keep on playing. And yes the rest is history. I have lost 3500. And wagered over 20000 on the same slot.

at the end the slot seemed to be fixed giving the same amount off winning over and over again no matter what or how much wagering the slot did not pay out more then max 20x my bet.

nevertheless my account is still open this date. The live chat only tells me to wait. So that 3 days later again. Still I am able to play. While I told them that I have a problem.

i want to be refunded. The way they are acting is against any law anywhere in the world.

there is no reply to my request

I hope you guys can help me with this.

Dear Amnesys,

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. 

• Could you please share your attempts to self-exclude in the casino? Share screenshots here or send the information to my email at tomas@casino.guru
• Have you requested a refund from the casino already? With what result?

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 Thomas.

i did send you a email with the chat transcript and some more information.

my account is still open today this date.

i did make the request past Friday already.

5-10-2024

stil there is no reply and the live chat is telling me to wait.

when I tell a casino that I have a addiction normally my account gots shut down instantly.

the way this casino is handling isn’t allowed even based in Costa Rica it’s against any law.

i demand a full refund for every deposit I have ever make.

yesterday i did receive a bonus off 200 euro from my vip manager... feeding my addiction

8000 euro wagger to pay out. i did win the bonus

today my account was still open

so yes i did play more the rest is hystorie lost again everything

there slots seems to be rigged scatters in gates off olympus never fall below each other on the same reel. i got screenshots for that

also 90 out off the 100 scatter bonuses dont pay more then max 10x bets.

so rng realy must hate me? or its a setup

also they did denied my refund reqeust. and closed my profile just now 09-10-2024

so it took them 4 days to close my profile.

but in the mean time i was even provided a bonus off 200 euro cash. to feed the addiction offcourse.

so facts i ask a self exclusion duo gambling problems

2 days later i received a cashbonus for playing..

2 days after that bonus my account was closed with me losing over 3000 euro

now they replied that there wont be a refund and that my account was closed upon request 😀 4 days later

it should be instant after telling them that i have a addiction

also my account on there sister site was marked already 4 months ago... so i see this as a setup exploiting the max

Dear Amnesys,

Thanks for your emails and the update. I apologize for not replying sooner.

In your communication with live chat, you explained you had already contacted the responsible gambling department earlier than on the 6th of October. Could you please share the self-exclusion request you sent to them earlier?

Send the self-exclusion requests or confirmations from the sister sites as well.

Kindly forward it to my email at tomas@casino.guru

If you received a reply to your refund request, please also send it. I apologize for the inconvenience.

I did send you the email. With the screenshot attached… I also got a screenshot from the bonus offering to me after asking for a self exclusion…

iff you want it.

there conclusion is there won’t be any help. And I got ignored since then…

and even now my account is been reopend

So will there be a reply ?

Thanks for your patience.

Unfortunately, we reached a point where we are forced to close the complaint as unresolved.

I would like to inform you that since this casino has several cases closed as 'failed self-exclusion and even in cases we contacted them and mediated such issues, the result was unsatisfactory.

Regrettably, it seems to be a common practice of LuckyMax Casino to either ignore us completely or ignore the necessary responsible gambling practices we deem indispensable in online casinos. For this reason, the casino is blacklisted and its safety index is very low. Please check our previous failed attempts to negotiate.

We strictly recommend staying away from LuckyMax Casino.

Please check several resources that might be of help.

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.

I wish I could be of more help.

The casino can reopen this complaint anytime.