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

On April 3rd, 2025, I sent a written request to Luckymax Casino asking for my account to be permanently closed due to gambling addiction. This was a clear self-exclusion request.

Despite my request, the casino did not close my account. Instead, they kept it active and allowed me to make dozens of deposits in the weeks and months afterwards.

I contacted them multiple times asking not only for account closure, but also for a resolution and refund of deposits made after April 3rd, 2025. My emails were either ignored or met with vague, automated responses.

Even today, my account remains open.

This is a serious violation of responsible gambling obligations and the duty to protect vulnerable players.

What I am requesting:

I am asking Luckymax Casino to refund all deposits made after April 3rd, 2025 via my credit cards (ICS and Rabobank), which total several thousand euros.

I am not requesting refunds for older deposits or for bank transfers.

I have attached:

My original self-exclusion request (April 3rd, 2025)

Follow-up emails with no proper action taken

Transaction lists showing all deposits made after my exclusion request

I kindly ask Casino Guru to help mediate this matter and support my request for a refund.

Thank you for your assistance.

Hello,

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 advise whether your account has been blocked or if it is still accessible to you?
• Have you disclosed your gambling problems to the casino at any point?
• Could you please share your self-exclusion requests sent to the casino with me? Please share the information to my email at tomas@casino.guru
• Do I understand correctly that your last deposit to the casino was made on July 27th?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently open, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings LuckyMax Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to email@luckymax.support and separately to your vip manager (include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas,

Thank you for your reply and for taking the time to assist me with this complaint. Please find my answers to your questions below:

Is my account still accessible?

Yes, my account is still open. I am still able to log in and access the casino, despite having requested a permanent closure back in April.

Did I disclose my gambling problem to the casino?

Yes. On April 3rd, 2025, I clearly stated in writing that I was struggling with gambling and requested that my account be permanently blocked. I can provide a screenshot of that email as evidence.

Can I share my self-exclusion request?

Yes — I sent the request by replying directly to a promotional email from Luckymax on April 3rd. In that message I explicitly asked them to block my account immediately. I’ll forward that email to you as requested.

Was my last deposit made on July 27th?

Yes, that’s correct. I made multiple deposits after April 3rd — including on July 27th — because my account was never blocked despite my request.

Has the casino responded to my refund request?

Yes, but not with any real action. I received a few vague replies apologizing for delays, but they never addressed my actual request for a refund or properly responded to my self-exclusion. The account still remains open.

I would be happy to send another self-exclusion request and will copy you in this time as advised.

Thanks for your reply and for providing the information.

Did the casino close your account following your repeated self-exclusion requests on August 7th?

Hi thomas, No problem! I just checked it and my account is still open...

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 where 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 similar issues.

We strictly recommend staying away from LuckyMax Casino.

Please check several resources that might be of help in your particular situation:

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.