LuckyWins! Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

I sent the following email on April 13th to support@luckywins.com sent:

Please close all my accounts immediately due to gambling addiction.

Unfortunately, my account was not closed, and I was able to gamble away another €1559 in the last few days. Therefore, I request compensation and, once again, the closure of my account.

Ich habe am 13.April folgende E-Mail an support@luckywins.com gesendet:

Bitte um sofortige Kontoschließung aller meiner Konten aufgrund Spielsucht.

Leider wurde mein Konto nicht geschlossen und ich konnte in den letzten Tagen wieder 1559€ verspielen. Daher bitte ich um Kompensation und immer noch die Schließung meines Kontos.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyWins! Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the casino's responses to your requests? Please share the information with timestamps if available, to my email at tomas@casino.guru
• After you learned your request wasn't processed, have you contacted live chat support and asked for assistance?
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hello Tomas,

I had access to my account until yesterday and could have made further deposits. After contacting the casino again, my account has now been closed.

I forwarded you two transcripts and the email regarding the account closure. Unfortunately, I have not been contacted by email since then.

Do you need anything else?

Hallo Tomas,

ich hatte bis gestern Zugriff auf mein Konto und hätte auch noch einzahlen können. Nach nochmaligen Kontakt zum Casino wurde nun mein Konto geschlossen.

Ich habe Ihnen zwei Transkripte und die E-Mail zur Kontoschließung weitergeleitet. Leider wurde ich seither per E-Mail noch nicht kontaktiert.

Benötigen Sie sonst noch etwas?

I have contacted the casino's live chat support several times now. Each time, I was simply told that my case was being reviewed by the finance department. I have also sent two emails to the casino.

For over six days now, I have received no feedback whatsoever from the finance team. My account is fully verified and was even closed after my last live chat. I also sent the casino a screenshot of the relevant email and a video of me opening it. This evidence was also ignored.

Frankly, I can't understand how this casino can have such a high security rating when basic communication, transparency, and response times aren't being met. To me, their current behavior doesn't inspire confidence.

Ich habe den Live‑Chat‑Support des Casinos inzwischen mehrfach kontaktiert. Jedes Mal wurde ich lediglich darauf verwiesen, dass mein Fall von der Finanzabteilung geprüft werde. Zusätzlich habe ich zwei E‑Mails an das Casino gesendet.

Seit nunmehr über sechs Tagen habe ich jedoch keinerlei Rückmeldung vom Finanzteam erhalten. Mein Konto ist vollständig verifiziert und wurde nach meinem letzten Live‑Chat sogar geschlossen. Einen Screenshot der entsprechenden E‑Mail sowie ein Video, in dem ich die E‑Mail öffne, habe ich dem Casino ebenfalls übermittelt. Auch diese Nachweise wurden ignoriert.

Ehrlich gesagt kann ich nicht nachvollziehen, wie dieses Casino einen so hohen Sicherheitsindex haben kann, wenn grundlegende Kommunikation, Transparenz und Reaktionszeiten nicht eingehalten werden. Für mich wirkt das Verhalten derzeit nicht vertrauenswürdig.

Hello, could this case be escalated? Since I still haven't received anything from the finance department?

Hallo, könnte man den Fall nun eskalieren? Da ich immer noch nichts von der Finanzabteilung erhalten habe?

Dear Gaming1993,

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,

Tomas

Hello Gaming1993,

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 would also like to invite the LuckyWins! Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us from your point of view? The player has provided us with a video, showing the request in question, please let us know whether you want us to provide it to you or whether the agent has already shared it internally. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear All, 

Thank you for raising the complaint and for bringing it to our attention.

I can see that the player's complaint has also been escalated internally, investigated, and closed with an instruction to process a refund for the disputed amount on 13-05-2026.

I am currently clarifying the status of the refund and will confirm the status of the refund as soon as possible.

I would d also like to offer our apologies for the oversight.

Kind regards,

Lucy @ LuckyWins

I haven't received any money yet.

Ich habe aktuell noch kein Geld erhalten.

Dear casino representative,

thank you for your response and for clarifying the issue. We will be awaiting your update regarding the refund processing.

Dear Gaming1993,

thank you for your continued cooperation. Please keep us updated on the status of your funds.

Payment just received. Thanks to CasinoGuru and LuckyWins!

Zahlung soeben erhalten. Danke an CasinoGuru und LuckyWins!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gaming1993,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin