LuckyWave Casino - Запрос игрока на закрытие аккаунта игнорируется.

I asked the casino to close by account many days ago and they just kept on sending me offers etc and encouraged me to keep playing. I previously had an account with them and I had asked to be blocked from all casinos in their group which they blatantly ignored and I continued to receive spam marketing emails. They should never let me open this account and acted irresponsibly as clearly aware of my issues. Aside from this they have no licence and I am UK based so they are acting completely illegally.

For the past 48 hours I have sent numerous emails to support, VIP support and their sister site Amonbet pretty much begging them to close my account and I have been completely and utterly ignored. Live chat will not assist and have been useless. LuckyWave are fully aware I am extremely vulnerable right now following the death of a loved one which I disclosed to them and they have cruelly and irresponsibly taken advantage of my vulnerability for their own financial gain. I am now reaching out to Casinoguru with this complaint about their despicable behaviour and complete lack of regard for responsible gaming practices.

Dear Lottie48, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the 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 the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify if you explicitly informed the casino about any gambling issues/addiction? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes I have made it incredibly clear to them I have gambling issues. They are just not even responding to me.

I will send you copies of all emails with them to date. It is so stressful for me and so irresponsible and unprofessional of them to just ignore me.

Thank you, Lottie48. Let me know once you have sent the emails to [email protected], and I will review them carefully. Thank you.

I will send you the emails shortly but can confirm that despite sending numerous emails all week begging LuckyWave to close my account they have consistently ignored me and also encouraged me to gamble more by depositing offers into my account. They are a complete and utter disgrace and I will now be reporting to a UK member of parliament. They are part of the Fortaprime SRL group which holds no valid licence and need to be stopped asap from profusely promoting their services in the UK. Others casinos in their group are:

Kaasino

Betrolla

Slotlair

Amonbet

Bilucky

Max lucky

Supraplay

Anyone else who has been exploited by these casinos I actively encourage to contact me through the Casinoguru forum so that we can come together and take group action if necessary. UKGC will also be fully updated.

Casinoguru please can you contact LuckyWave - I am begging them to close my account and self exclude me but they have ignored me all week. I am utterly desperate.

Dear Lottie48,  have you already forwarded me the self-exclusion requests? I haven't received any email from you. Please do so as soon as possible so that we can proceed with your case. My email is [email protected].

If your account is still open, I advise you to contact the casino once more via [email protected] following this instruction: When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

You can CC me in your email to the casino, too. Please let me know if the casino will react to your email.

Dear Lottie48,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru