LuckyMax Casino - O pedido de exclusão da conta do jogador foi ignorado.

Good day,

On January 11th, I contacted the live chat and requested account deletion due to gambling addiction. I was then informed that I would receive a response within 24 hours. To this day, I have received no response whatsoever, and I have lost another €1947 due to my addiction. I urgently request your assistance and a refund of my deposits. The casino is in blatant violation of all its policies. The conversation is attached.

Guten Tag,

am 11. Januar war ich im Live Chat und habe um Löschung des Kontos gebeten auf Grund von Spielsucht. Danach kam die Mitteilung, dass ich innerhalb 24h Antwort erhalte. Bis heute kam keinerlei Antwort und ich habe durch meine Sucht weitere 1947€ verloren. Ich bitte umgehend um eure Hilfe und um Rückerstattung meiner Einzahlungen. Das Casino verstößt absolut gegen jegliche Richtlinie. Die Konversation ist angehängt.

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

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

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 gambling process at our casino. You can activate this option by contacting our Support Service via Live Chat.

What email address did you use to register at this casino? Have you tried to contact the casino via email with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

As instructed, I contacted customer service via live chat and received no response. It was ignored. I completed the KYC process there.

Habe wie dort angegeben den Kundenservice per Live Chat informiert und keine Rückmeldung erhalten. Wurde ignoriert. KYC Prozess dort wurde durchlaufen.

Dear player, could you kindly share the messages you have sent to the customer support via live chat? Additionally, could you please forward receipts of your deposits as well? You can reach me via email at attila.g@casino.guru, or feel free to post screenshots here. Thank you for your cooperation.

Dear player,

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.

Everything has just been sent via email.

Wurde soeben alles per Mail übermittelt.

Dear Player,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear benediktmerkel,

I am sorry to hear about your problem with LuckyMax Casino.

I will now try to contact a LuckyMax Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a LuckyMax Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Good day,

Can the amount in dispute be adjusted upwards to €3960? I have sent you the booking details by email… Unfortunately, I cannot verify this, even though it is very unpleasant for me…

Guten Tag,

kann der streitwert auf oben korrigiert werden auf 3960€. Buchungen habe ich Ihnen per Mail gesendet… . Kann es leider nicht kontrollieren auch wenn es mir sehr unangenehm ist ..

Dear benediktmerkel,

Thank you for your email.

I would like to inform you that the disputed amount has been adjusted in accordance with your request.

Please let me know if there is anything else I can assist you with.

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 benediktmerkel,

I have repeatedly tried to contact LuckyMax Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on 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,

Igor