LuckyMax Casino - Player seeks self-exclusion and refund.

Hii

i’ve been playing in lucky max since beginning of April, i had no wins and didn’t want to continue playing, i asked them to close my account on 13th of april and i pointed the gambling addiction problem. Since this time they ignoring my problem and don’t want to add a limit or close my account. I asked them so many times but they don’t cooperate.

i want them to refund my money that i added after 10th of April.

Dear amoh04513,

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. 

• Have you informed the casino about your gambling addiction before May 15th?
• Could you please explain if your account has been blocked already?
• Could you please share your account closure request from April 10th and any responses from the casino you received afterward?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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 asked them through the chat many times.

this is what i have for now and the casino still doesn’t want to close it

Thank you very much, amoh04513, 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 amoh04513,

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 self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear amoh04513,

Thanks for taking time to review our casino.

We wanted to inform you that your request has been escalated and handled by your personal manager. While we aim to respond to all inquiries promptly, response times may vary based on the volume of requests we receive.

Thank you for choosing us.

Wishing you all the best.

Kind Regards,

Lucky Max Casino

You taking very long time. And still my account is working. I need a timeline for this process and when I can expect your cooperation?

Dear amoh04513,

Could you give us an update regarding your account? Is it already closed or is it still open?

now is closed. But still didn’t get a refund

Thank you for the confirmation. Could you tell me when exactly your account was closed after your self-exclusion request on April 13th? Also, could you tell me when exactly did you make the deposits after your self-exclusion requests?

the account closed on the day luckymax replied here to this complaint, i don’t remember the exact time i made this deposits but overall after asking for a closure and self exclusion was around 880 euros

Dear LuckyMax Casino,

Would you be able to provide us with a list of the player's deposits for the said period? We will be waiting for updates from you.

Dear Michal,

Unfortunately, we cannot provide you with a list of deposits for this player. As far as we can see, the account was closed immediately after the request was reviewed.

We strive to address all inquiries and requests promptly. However, please note that the timelines may vary depending on the nature of the request.

The request reviewed in more than a month after many requests and this complaint. You scammers and manipulators

Dear LuckyMax Casino,

Just to summarize and to have a clear view of things, can you tell me:

1. When exactly did you receive a properly formatted self-exclusion request from the player
2. When exactly did you complete this request and close the player's account?

Dear Michal ,

As far as we can see, the request was made on April 13. After that, the player was sent for verification. As I mentioned earlier, the review times can vary depending on the department's workload. As soon as the verification was completed, we immediately closed the request. By the time the complaint was submitted, the player had already been closed.

hi luckymax.

you keep ignoring me here and by ur chat. Even emails. You only talk to casino guru representative and ignoring my problem. Let me tell u such a rude and disgusting casino. And you are manipulators. Making these tactics and nonsense excuses not to pay. Why you need a review to close account of gambler addiction? It takes seconds to close it in any other platforms. But you happy that gambler pays you their money. You don’t even want to show the transaction activity. What a behavior and waste of time.

Dear amoh04513,

Do I understand correctly that your account was closed on the 2nd of June?

yes

Dear LuckyMax Casino,

Since we established that the player requested self-exclusion due to gambling addiction on the 13th of April, do I understand correctly that the player was asked to complete verification by sending documents? Can you tell me when exactly did you ask the player to provide such documents and when exactly the player sent them?

They never contacted me, they lie. And This complaint has no end. the casino is a scam and u casino guru should’ve just mark them fraud

Dear Michal ,

Unfortunately, we do not provide such information, but we want to assure you that it was done immediately.

Thank you for choosing us.

Wishing you all the best.

Kind Regards,

Lucky Max Casino

how casino guru still hosting like these casinos? Last year there’s something unclear with Casino guru. For marketing and hosting these scam casinos

Dear LuckyMax Casino,

Thank you for the provided explanation. I would like to mention that self-exclusion due to a gambling problem is a very serious issue because the players often lose control over their actions and are not thinking rationally. 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 opening (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 this case, the self-exclusion process timeframe was too long (13.4 - 2.6). We recommend improving the whole process. The self-exclusion due to gambling addiction should be carried out within a couple of days. In this case, it was over a month. Therefore, the player should be entitled to get a refund of their deposits from 18.4. until the day of the account closure.

I would like to ask you if we understood the situation correctly or if there is any other information as to why was the player with a gambling problem allowed to reopen his account and play so easily.

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 the casino did not answer our further questions, I have to close this complaint as unresolved. The complaint can be reopened anytime.

I am sorry we could not have been of more help.

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.

The case is taking too long, since April and they are not replying or responding. And now is just another game. The casino should be banned and I don’t understand why casino guru still wants these casino in here.

Dear amoh04513,

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