LuckyMax Casino - Player’s self-exclusion was ignored by casino.

In april I requested a permanent self exclusion as I have a gambling addiction. After 10 attempts they said they finally closed my account as can be seen in the attached screenshot. Today I was able to gamble again and I lost 1000 euros within a time frame of an hour. The support on the website is a joke. They dont care about responsible gambling at all.

Dear Nigel9,

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. 

• Do I understand correctly you informed the casino about your gambling addiction on or before 23/4/2024?
• Is your player's account currently blocked?
• Have you requested a refund of your deposits due to a failed exclusion already? With what result?
• When was your casino account initially blocked, and how did the reopening of your account proceed?
• Any additional evidence can be shared here in the form of screenshots. If you have any supporting communication in the form of chat transcripts or emails you can send this information to my email at tomas@casino.guru

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,

Thank you for your swift reply.

I made a first attempt for a self exclusion on april 17th as you can see in the screenshot. They didnt take any action so I requested this again on April 22nd via chat and via email. After another attempt they said that it was closed on April 23rd. After this, I haven't visited the website but I guess the self exclusion never took place. Therefore I could still play today. The account is still open. I already requested for compensation for the losses of today (1000eu) but I havent heard anything back. The support department is far from proactive and does not respond back often.

Hi, can anyone confirm that this case is still being looked at?

Thank you very much, Nigel9, for your patience and for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear Nigel9,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you Jozef

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Nigel9,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru