LuckyMax Casino - Player’s Self-exclusion request ignored.

Hi,

So, i have been playing at Luckymax, after a couple of days i wanted to close my account because i am a gambling addict.

So i asked customer service in the chat, to close my account.

Customer service told me that they will send my request to the manager and he or she will contact me by email.

But nobody has contacted me ever since.

I asked customer service 3 times to close my account, i also explained that i want to have it close because i'm a gambling addict.

So i was so dumb to play at Lucky max again, i could not control myself.

And i lost 2000 euro, i know this is stupid and i will search for help.

And its my own fault.

But if they just closed my account, maybe i did not lost so much.

My account is still open now, and i really want to have it close and also want my money back that i've lost after my request to close my account.

So i've asked customer service if they have an email adres so i can contact the manager myself, but they told me that they can not give me that.

What can i do know?

I am going to report this casino.

Hello Cill,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Dear Cill,

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.

Hi i am sorry, i have used gambling block and thats why could not get on casino guru.

I told them my reason was that i am a gambling addict.

Till today i havent heard anything from them, they refuse to.

Thank you, i get the difference between self exclusion and closing account.

But the thing is, they said that a manager will contact me, and in these last 3 weeks, nobody has contacted me to or close my account or a self exclusion.

And i asked a lot of times for them close it.

Thank you.

Have a nice day.

Dear Cill,

Would it be possible to forward your initial self-exclusion request which you sent to the casino to nikolas.b@casino.guru?

Dear Cill,

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.