LuckyMax Casino - Player's request for gambling limitations ignored.

Don't play here!

This casino is BY FAR the most irresponsible there is online. I played in more then 40 online ones and this litterly never happened. I joined this casino started playing no problem but losing went to fast so i asked for a deposit limit of 50 euro a week. The manager was suppose to contact me to handle this. The same day nothing happened and then i said i want to cool off for the longest period OR permantly close. And again the manager should contact me. BTW i told them to speed up the process that i have a gambling addiction and will lose to much money if my account will not be closed fast. (See pictures) After more then 10 chats and litterly BEGGING to close my account untill this day NOTHING happend no limit or closure but offcourse i lost more then 1.250 euro in total in 3 days. And dont forget i asked for the limit more then 10 days ago already. They litterly refuse to help even when you say you have a addiction. Sorry but how does this casino get so many good reviews when they don't follow up the online responsibilty rules. They should be FINED big time. I noticed that im not the only one as well! Oh and also super crazy after i told them i want to close my account because of a gambling addiction they offered me 30 euro to keep playing.

Dear GinoS,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyMax Casino. I checked the responsible gambling section of the casino and I found this:

https://www.luckymax.com/responsible-gaming

In some cases, people have certain gambling issues, when they are not able to find a middle ground between how much they want to play and how much they actually can. If it is also your situation, there is a possibility to exclude yourself from the gambling process at our casino. You can activate this option by contacting our Support Service via Live Chat.

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

• Would you be able to share a screenshot of your communication with the casino where you mentioned a gambling addiction or gambling problems for the first time and the response from the casino?
• Is your casino account currently accessible to you?

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

I also asked them 10 days ago for a deposit limit of 50 a week but same answer that the manager will contact me.

Asked for a closure on the 5th of may! That 8 days ago at that point i still had profit.

What is your e-mail i can send you the whole transcript of the e-mail?

Now that i have mentioned i contacted the gambling commission they SUDDENLY replied on my e-mail.

The 1.250 is now 2.100 EUR and now they put in the limit of 50 euro a month after begging! It took almost 10 days.

My email address is tomas@casino.guru

I'll await your email.

Thank you very much, GinoS, 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 GinoS,

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 delayed limit setting and clarify the situation?

Thank you in advance.

Respectfully,

Michal

representive is Kim - <***@********.com>

on the 5th of may i already asked for both and from the 10th till yesterday i lost more then 2k litterly what i told that would happen after i was litterly begging to close my account. Like i said i played in more then 50 online casino's with some problems but always has been solved in the end but this is BY FAR the most scamming casino. Refuse to put a limit/or a closure in because they had profit and when the customer lost way more and when i mentioned gambling commission they suddenly put in a limit AFTER asking again how much but i told them more then a week already how much and everything.

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 GinoS ,

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

That's correct after pushing, pushing and pushing chats and e-mails and it almost took a month. This is not a solution. I lost literly after i ask for the closure more then 2.750 - 3.000 EUR what is the solution for that? I demand a full or partly refund. When a customer mention to close their account due to gambling issues it's unnacapteble that it took 24 days.

Dear GinoS,

I am glad to hear that your account is closed. Just to summarise, could you tell me the exact date you asked for self-exclusion and also the date of the account closure? Plus, would you be able to tell me when exactly did you make those deposits you are seeking a refund of?

asked on the 5th of may already and also for the deposit limit 2 days later. It's closed on the 29 so that it almost 4 weeks later! Deposits i made after the 5th because according to online gambling rules they had to close it right away specially when gambling issues are mentioned.

Dear GinoS,

Thank you for clarifying. Would you be able to tell me exactly when you made the deposits after your self-exclusion request on the 5th of May?

Almost everyday untill the day last day it was closed.

I need exact dates of deposits with exact amounts. That would help us get a better picture of the situation with refunds.

What is your e-mail? I will send you all deposits

I counted them and i have made 137 deposits after the account closure. So you want me to send every pdf or maybe make an excel sheet as well?

Please, send me all the deposits that you made, screenshots will be sufficient. Please, send me all the relevant info to michal.v@casino.guru. I will be waiting for your reply.

Dear GinoS,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best regards,

Michal V, Casino.Guru

We’ve reopened this complaint at the request of GinoS. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I have received the deposit history from the player. Thank you, GinoS for the provided information.

Dear LuckyMax Casino,

Can you tell me when exactly did you receive a proper self-exclusion request and when exactly did you close the player's account?

And now AGAIN... You asked for the deposits proof etc but as you can see (i put you in CC). I asked Luckymax for al my deposits from the 5th of may twice. They never applied so i had to reopen my account and i had suddenly 100 euro on my account so i played and stupid me i deposit again and again ... Then i asked them to close my account ASAP and they said AGAIN manager this and that ok so i begged them to put a deposit limit in otherwise i will lose al my money AGAIN. And now again more then 50 deposits further and also a week later they STILLL did not close it or STILL no deposit limit. They know i have a big gambling addiction but they litterly DONT HAVE any responsible gaming.

Dear GinoS ,

As far as we can tell, your account is currently closed.

It's closed litterly 5 minutes ago! After when i lost again hundreds of euro's.

And what about ALL the deposits you let me make during the time i had to wait and CLEARLY informed you about my addiction. I lost more then 3.000 a 4.00 euro because of your casino that did not follow up.

Litterly the same case only with me it's times x20 of the deposits that i made.

https://casinoguru-int.com/en/crocoslots-casino-player-requested-a-refund-from-the

Dear GinoS,

It was established that you asked for self-exclusion due to a gambling problem on the 5th of May, and your account was closed on the 29th of May. But in your message on 10.7., you have mentioned that the account was closed "5 minutes ago".

Does that mean your account was reopened and then closed again?

Yes, i had to reopen because you asked for al the deposits and i e-mailed them twice for this information ( i putted you in CC) and both e-mails were ignored by their site. So i had to choice to reopen. Went very easy btw! Then i found out i had 100 euro on my account (old pending deposit i think, they never mentioned that to me when my account was closed).

Dear everyone,

I would like to summarise this case. It was established that the player had asked for an account closure on the 5th of May and the actual closure came on the 29th of May. We at Casino.Guru understand that there is a certain timeframe needed for the whole self-exclusion process, as the casinos have to sort through all of the requests manually and one by one, dealing with each and every case on an individual basis.

However, we consider 18 working days to complete such a request to be a very long time. On one hand, the casino needs to be able to fulfill all of the requests in a manageable way, on the other hand, the timeframe needed for this whole process should be as short as possible so the players who are suffering from gambling addiction have their accounts closed and do not fall into the temptation to play more.

Another issue is that the player was easily able to reopen the account, which should definitely not happen in cases of self-exclusion due to a gambling addiction, due to the fact that players often are not in control of their actions and they are prone to lose more money - as it unfortunately happened in this case. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, their account should be permanently closed without the possibility of reopening (except for certain situations like when a long enough self-exclusion period has already passed - we are talking about years) and also a relevant reopening process, which includes a sufficient cool off period (not a day but at least a week, ideally two) and also communication with the player during this cool-off period for verifying if the request was made in sound mind and wasn't just a temporary failure.

In conclusion, we find the whole self-exclusion process and also the responsible gambling policy in this case not sufficient enough and we recommend improving the whole process. We believe that the player should be entitled to get a refund of all the deposits that occurred on his account from the 9th of May if we take into consideration the time needed for completing the request by the casino.

Dear LuckyMax Casino, are you willing to refund the player? I will be looking forward to your reply.

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.

Update from my side:

No refund or any reply or contact from Lucky Max.

Dear Gino S,

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

We’ve reopened this complaint at the request of LuckyMax Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hmm... that's is good news i think but we will see.

And offcourse nothing AGAIN ... What a scam casino. I'm happy that you mentioned them as ' very low '. Also contacted them many times by chat and mail and till this day no answer or any improvements. Still don't understand why they wanted to reopen the case.

Dear Gino S,

Since the casino did not react, even though the complaint was reopened by their choice, 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.

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