LuckyMax Casino - Запрос игрока на закрытие аккаунта был проигнорирован.

I contacted Luckymax Casino several times in November and December via chat to request that my account be closed due to gambling addiction. Nothing happened. Then, on January 4th, 2026, I again requested closure via email. Still nothing. Now I've lost €1069. This isn't fair. The casino simply isn't responding. Can you help me get my money back?

Ich habe beim Luckymax Casino mehrmals im November und Dezember im Chat darum gebeten mein Konto wegen Spielsucht zu schliessen. Doch nichts passierte. Dann habe ich per Mail am 04.01.26 nochmal um Schliessung gebeten. Nichts ist passiert. Jetzt habe ich 1069 Eur verspielt. Das ist nicht fair. Das Casino reagiert einfach nicht. Können Sie mir helfen meine Einsätze zurückzufordern?

Important notice:

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 Anoushka99,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Anoushka99,

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.

Hello,

Could you please provide me with your correct email address? "> " target="_blank" rel="nofollow ugc noopener noreferrer"> [email protected] This is incomplete.

VG

Anja

Hallo,

Könnten Sie mir bitte Ihre richtige Email angeben. [email protected] diese ist unvollständig.

VG

Anja

Thank you for your emails.

Have you reached out to the casino customer support via email only once, on January 4?

When exactly was your account closed? Am I correct in understanding that the casino closed it after you contacted support via live chat?

Have you received any confirmation that your account is now closed?

Hello Anoushka99,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru