Beschwerde #21 Lucky7even Casino

Unprocessed gambling self exclusion request account still active

Von mixedbrothers

vor 2 Monaten

I am submitting this complaint regarding Lucky7even’s failure to process my gambling self-exclusion request and the ongoing risk this creates.

Background (brief):
In May 2025, I permanently closed my account. Despite this, my account was later reopened after I was contacted directly by a VIP manager and encouraged to return.

Current issue:
On 30/03/2026, I contacted the casino via email and clearly requested gambling self-exclusion due to personal risk. I explicitly asked for my account to be closed to prevent further gambling.

I did not receive any response.

On 02/04/2026, I sent a follow-up email and included my VIP manager in copy, as he has previously been responsive. Despite this, I have still not received any reply.

As of today 03/04/2026:
- My account remains open
- I continue to receive daily promotional emails and offers
- My self-exclusion request has been ignored

This situation puts me at significant risk of continued gambling harm, as I have actively requested to be excluded but still have full access to my account and ongoing marketing exposure.

What I am requesting:
- Immediate processing of my gambling self-exclusion
- Permanent closure of my account with no possibility of reopening
- Immediate cessation of all marketing communications

Additionally, I request a refund of losses incurred after my account was reopened, as this occurred following direct contact from a VIP manager despite my previous permanent closure, and during a period where my current self-exclusion request has been ignored.

Under these circumstances, I believe these losses are directly linked to the casino’s failure to uphold responsible gambling obligations

This is an ongoing issue, and I urgently require assistance to ensure my account is closed and my self-exclusion request is enforced.

Unseriöses Casino Lucky7even Casino

Betrag €283

Diskussion

AskGamblers

• Support Team

vor 1 Monat

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

mixedbrothers

vor 1 Monat

Dear AskGamblers Complaint Team,

I confirm that I have received a refund of €283, which corresponds to the deposits made after my request to permanently close the account on May 1, 2025.

I would like to sincerely thank the AskGamblers Complaint Team for giving me the opportunity to resolve this matter.

I would also like to thank the casino for their decision, and I hope that this case can be useful for them—and for other users of the casino.

AskGamblers

• Support Team

vor 1 Monat

Dear @mixedbrothers,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed amount request/s and let us know in a timely manner if you have received the payment/s.

Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Lucky7even Casino

• Representative

vor 1 Monat

Dear AskGamblers,

We can confirm that the refund of all deposits made following the request for account closure has been processed via bank transfer. Thank you for your patience in this matter.

Kind regards,

The Lucky7even Team

Lucky7even Casino Beschwerde-Statistik

Gelöst 7 / 7

Durchschn. Betrag $2,197

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 23 Stunden

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Betruegerische Loeschung von 11700 Euro Gewinn

Sehr geehrtes AskGamblers-Beschwerdeteam,

hiermit möchte ich offiziell eine Beschwerde gegen Lucky7Even einreichen, bei dem ich als VIP-Spieler aktiv bin.

Am 31.08.2025 habe ich durch einen 50 € Bonus insgesamt 15.700 € gewonnen. Als VIP-Spieler habe ich mit meinem persönlichen VIP-Manager, <full name removed>, sowie seinem Vorgesetzten eine schriftliche Vereinbarung, mehrfach bestätigt über WhatsApp, dass:

1. Meine Auszahlungen innerhalb von sechs Stunden bearbeitet werden.

2. Bonus-Gewinne nicht den üblichen Auszahlungsbeschränkungen (z. B. 10-facher Bonuswert) unterliegen.

Diese Vereinbarung wurde in der Vergangenheit mehrfach eingehalten, und ich konnte bereits mehrfach Beträge oberhalb der Bonuslimits auszahlen. Genau aus diesem Grund habe ich weiterhin sehr hohe Beträge eingezahlt.

Trotzdem hat Lucky7Even in diesem Fall nur 4.000 € ausgezahlt und die restlichen 11.700 € unrechtmäßig gelöscht. Das stellt einen klaren Vertragsbruch und in meinen Augen einen Betrugsfall dar.

Besonders schwer wiegt, dass mir von <name removed> und seinem Vorgesetzten schriftlich zugesichert wurde, dass ich mir wegen Bonuslimits keine Gedanken machen muss. Mit diesen Zusagen wurde ich über Monate hinweg motiviert, weiterzuspielen und monatlich 10.000–20.000 € einzuzahlen. Das Traurige ist dass diese Zusicherungen gemacht wurden nachdem ich aufgrund der Verluste mein Account geschlossen habe, und ich mit diesen Lügen motiviert wurde es wieder zu öffnen. Dann kam der Moment und mein Guthaben wurde geklaut. Inzwischen bin ich auf deren Plattformen bereits über 60.000 € im Minus. Der Gewinn von 11.700 € ist nur ein Bruchteil dessen, was ich eingezahlt habe – und dennoch wurde er mir verweigert obwohl eine Vereinbarung existiert.

Dieses Vorgehen hat bei mir zu massiver Enttäuschung, psychischer Belastung und Depressionen geführt, da ich mich durch diese Methoden bewusst getäuscht und ausgenutzt fühle.

Ich bitte AskGamblers daher dringend, in diesem Fall zu vermitteln und sicherzustellen, dass:

die 11.700 € umgehend wieder auf mein Spielerkonto gutgeschrieben werden,

die Auszahlung unverzüglich freigegeben wird.

Als Beweis kann ich sämtliche Chatverläufe mit <name removed> vorlegen, in denen die Vereinbarung klar dokumentiert ist.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

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