Queja #8 Lucky7even Casino

Unprocessed gambling self exclusion request account still active

Por mixedbrothers

hace 2 meses

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.

Casino en conflicto Lucky7even Casino

Cantidad €283

Discusión

AskGamblers

• Support Team

hace 1 mes

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

hace 1 mes

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

hace 1 mes

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

hace 1 mes

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

Estadísticas de quejas de Lucky7even Casino

Resueltas 3 / 3

Cantidad promedio $352

Duración media de quejas N/A

Tiempo de respuesta promedio N/A

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When I contacted them again, they asked me to provide a bank statement, which I sent, and they confirmed once again that my account is verified — for the third time.

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Withdrawal complaint

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Resuelta

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