Lucky Meister Casino - La cuenta del jugador permanece cerrada a pesar de las reiteradas solicitudes.

Hello,

This concerns the casino https://www.luckymeister.com/ , which is not listed.

I have been trying to close my account since May 1st, 2026. I have sent six emails in which I clearly stated that I am a gambling addict and have repeatedly pointed out my gambling addiction in the chat.

Unfortunately, there was no response – instead, I was offered bonuses and a VIP account. The above amount was lost as of May 1st, 2026. I don't know what else to do.

Hallo,

Es geht um das Casino https://www.luckymeister.com/ dieses ist nicht gelistet.

Ich versuche seit 01.05.2026 mein Konto zu schließen. Habe 6 Emails gesendet in welchen in ganz klar gesagt habe, dass ich spielsüchtig bin und im Chat mehrmals darauf hingewiesen dass ich spielsüchtig bin.

Leider alles ohne Reaktion - mir wurden stattdessen Boni und VIP-Account zugesprochen. Der obige Betrag ist ab dem 01.05.2026 verloren worden. Ich weiß nicht was ich noch machen soll.

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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 mottsims,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I read your emails and it is not clear to me if you want an account closure or self-exclusion.

I’d like to explain the difference between closing an account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or 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 clarify if you want an account closure or self-exclusion? If it's self-exclusion, please specify the exact time period of the exclusion.

Thank you in advance. 

Best regards,

Jean

I have disclosed my gambling addiction in several emails - this was ignored.

In the chat I asked for self-exclusion, in the email it was always a request to close my account with the statement that I am a gambling addict.

Unfortunately without success - I was granted VIP access...

I wanted to be excluded and stated this on May 1st... I have not received a reply to this day.

Ich habe in mehreren emails den hinweis auf meine spielsucht bekanntgegeben - dies wurde ignoriert.

im chat habe ich um selbstausschluss gebeten, per mail war es immer sie bitte auf schliessung meines kontos mit der angabe, dass ich spielsüchtig bin.

leider ohne erfolg - ein VIP zugang wurde mir grwährt...

Ich wollte dass ich ausgeschlossen werde und habe dies am 01.05 angegeben...mir wurde bis heute nicht geantwortet

I was under the impression that a casino has to close an account if someone has a gambling addiction?

ich war der meinung, dass ein casino bei einer vorliegenden spielsucht das konto schliessen muss?

Thank you for the clarification that you want a self-exclusion. In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Could you please forward me the self-exclusion request you sent, along with the casino's response? My email address is jean.s@casino.guru.
• Did you send the request from your registered email address linked to your casino account?
• Has your account now been closed, or is it restricted in any way after your request?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Hello,

I will send you the multiple requests by email.

Yes - the requests came from my email address which is also linked to the casino.

No - my account still hasn't been closed.

Thanks

Hallo,

die mehreren Anfragen werde ich Ihnen per Mail schicken.

Ja - die Anfragen kamen von meiner Mail adresse welche auch mit dem Casino verknüft ist.

Nein - mein Konto wurde immer noch nicht geschlossen.

Danke

Hello mottsims,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The account still hasn't been closed. I've lost over €10,000 by now. Please close it.

Das konto wurde immer noch nicht geschlossen. ich habe mittlerweile über 10000€ verloren. bitte um schliessung

Instead of self-exclusion or account closure, I am offered a VIP reward.

Anstelle des Selbstausschlusses bzw. der Kontoschließung wird mir eine VIP- Belohnung angeboten.

Dear mottsims

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, Martin, (martin.l@casino.guru). 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,

Jean

Hello mottsims,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Best regards

Martin

Thanks for your help.

Danke für Ihre Hilfe.

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 mottsims,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.