LuckyWave Casino - Учетная запись игрока остается открытой, несмотря на запрос о ее закрытии.

I have contacted this casino on multiple occasions to try to permanently close my account due to a gambling addiction but each time they try to get me to take a break or set deposit limits and also give me extra rewards just to keep my account open.

It is completely irresponsible and I have now racked up over £2300.00 in debt in this time period (10-18 February) after filling up three credit cards. I would like this to be returned as these deposits should not have been possible and I would like to clear my debt to give myself the best chance of rehabilitation. This is an evil cycle that has been enabled by Lucky Wave by ignoring or stalling my attempts to change my life. I now feel very depressed as this should never have been allowed to happen and I have had to take time off work (also reducing earnings.)

I feel like I have been taken advantage of as they can see how much I have been depositing but are unwilling to have any duty of care. I'm happy to send proof of deposits to a verified CasinoGuru email address as these are across different cards and accounts. I have attached the emailed closure attempts to this complaint. Please let me know if anything else is required at this stage.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response to your original self-exclusion request sent on 28 January 2026?
• Could you please forward the full, uncropped emails you sent to the casino on 30 January?
• Have you mentioned gambling addiction in any of your communications with the casino’s customer support? In the email correspondence you have had with support since 10 February, you have not specified the reason for your self-exclusion request.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronika

- I have attached the original request from 25th January which shows the reason for my closure request.

- I have also attached the full email requests from 28th. These were sent 20 times with no response.

- As you will see from these emails, I have specified a gambling addiction as the reason for the requests.

Just a note to say the casino seems to at least reply on the [email protected] email but not on the [email protected] address (are you able to invite both email addresses into the chat when you ask for their reply?)

Thanks

Martin

I also received this email overnight, trying to get me to stay as a customer again.

Also just to add, if the original date of exclusion request is now 25th January, my claim becomes £4749.00 (was £2346.00 but that was based on a 10th February request.) Is it possible to edit this?

Happy to provide statements to Casino Guru via email if needed later.

Thanks

I have also now attached my response to last night's email with the request to refund my deposits. I will update if there is a reply.

Screenshot attached of the company's responsible gambling terms. These have not been followed as I have not had my interests protected even after multiple account closure requests.

Email reply just received and my response to this reply.

Hello Casino Guru, is it possible to extend the timer on this if Veronika is currently unavailable? Thanks in advance

Hello martino938918,

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

Thank you for your assistance

Dear martino938918

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Great, thank you for the update Veronika

Dear martino938918,

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

I will now try to contact a LuckyWave 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 LuckyWave Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Thanks Igor, the two email addresses I have been attempting to contact are;

[email protected]

[email protected]

Hi Igor

I have sent a reminder email to the casino and copied you in as I can see the time is running down.

I am also open to a settlement figure from the casino; for reference, I believe I have deposited £4749.00 since asking to close my account due to a gambling addiction so this should be the starting point. I would be open to accepting a reasonable resolution that is under this figure as well.

Thanks in advance

Martin

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.