Lucky Star Casino - Das Spielerkonto wurde aufgrund eines Verstoßes gegen die Selbstsperre geschlossen.

Subject: Severe Breach of Self-Exclusion Policy, VIP Status Misconduct, and Refund Request for 5,611,488 ARS - ID 354124893

​Description:

I am filing this formal complaint against Lucky Stars due to a critical and documented failure in their Responsible Gambling and Self-Exclusion protocols.

​1. The Background:

On 14 march 2026, I officially requested a permanent self-exclusion due to gambling addiction. To complete this process, the casino required me via email to submit my ID/DNI and a selfie through a formal KYC link (forms.kycaid). I complied, and the casino acknowledged and confirmed the permanent closure of my account.

​2. The Technical and Ethical Breach:

Despite having my biometric data and ID on file specifically for exclusion, the casino’s system allowed me to register a new account shortly after, using the exact same personal information:

​Full Name and ID/DNI.

​The same IP Address and Virtual Wallet (Mercado Pago/CVU).

​Furthermore, despite my previous self-exclusion for addiction, the casino granted me VIP Status on this second account. This proves they not only failed to block me but actively incentivized a vulnerable player's activity.

​3. Evidence of Deposits:

I have documented 29 separate deposits totaling 5,611,488 ARS made after my self-exclusion. I am attaching the original confirmation, the KYC request email, and a sample of the largest deposit receipts. I have all 29 bank transfer confirmations ready to be provided via email.

​4. My Demand:

I am demanding a full refund of the 5,611,488 ARS deposited under this second account. The casino violated its legal duty of care by allowing a self-excluded user—whose identity was fully verified via KYC for exclusion—to re-register, deposit, and receive VIP benefits.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 Juanmalg2026,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for providing the screenshots. I can see the casino’s replies confirming account closure and requesting verification. However, at this stage, I do not see your original request where you explicitly mention a gambling problem or request self-exclusion on that basis. This is a very important detail, as self-exclusion due to gambling addiction is treated differently from a standard account closure.

To better understand the situation and assess how we can proceed, I would like to ask you to clarify the following:

• Could you please provide the original message/email you sent on 14 March 2026, where you clearly state that you have a gambling problem and request permanent self-exclusion?
• Did you explicitly use terms such as "gambling addiction," "problem gambling," or similar wording, or did you only request account closure?
• Can you confirm the exact timeline between the closure of the first account and the creation of the second account?
• Were you able to register the second account using exactly the same email address, or did you use different contact details?
• Have you already contacted the casino regarding a refund for these deposits? If yes, what was their final response?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

At this stage, I want to be transparent: if the initial request did not clearly state a gambling problem, the casino may treat it as a standard account closure rather than a self-exclusion, which can significantly affect how the case is assessed. This is why having your original request is crucial.

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

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you very much for following up on my case. Below, I respond in detail to each of the points requested to provide greater clarity to the situation:

1. Original message from March 14, 2026:

Attached to this response, and also via email to your address, is a screenshot/copy of the original message sent on that date. In that communication, I expressed my need to permanently close the account because the game was negatively impacting my well-being.

2. Terms used:

Yes, I explicitly used terms related to gambling addiction and my inability to control my spending. It wasn't a standard closure request due to dissatisfaction with the service, but a request for self-exclusion based on health and gambling addiction.

3. Schedule between accounts:

My first account was closed after I requested self-exclusion. However, on March 18th, I was able to create a second account. It's worth noting that, despite my reported situation, the casino did not block my access based on identity or payment method, allowing me to play again.

4. Registration details for the second account:

To create the second account, I used the same IP address, full name, ID number, and digital wallet as the first. Although I could have used a different email address for registration, the financial and login details were identical, which should have triggered an alert in their responsible gaming system.

5. Prior contact with the casino and response:

Yes, I contacted the casino to request account closure and a refund of deposits made after my self-exclusion. Their response was to ignore my situation; in fact, not only did they not close my account immediately, but they continued sending me promotional SMS messages treating me as a "VIP user," which is a serious offense considering my prior admission of gambling addiction.

6. Additional point regarding the operator's license:

I would like to inform you that I have contacted Antillephone, the body that supposedly regulates this casino under license 8048/JAZ. Their official response was unequivocal: "Antillephone ceased operations in November 2024. Anyone claiming to have an Antillephone license and/or license 8048/JAZ is a SCAM!" This confirms that the casino not only ignored my self-exclusion due to problem gambling, but is also operating fraudulently under a non-existent license, making their responsibility to refund my deposits even more urgent.

Additional relevant information:

I want to emphasize that the casino has consistently failed in its duty to protect players. They ignored my self-exclusion and, instead of protecting me, incentivized my participation with personalized loyalty promotions.

I remain at your disposal to send any further evidence you may need to proceed with the resolution of this claim and the refund of my deposits.

Sincerely,

User: Juanmalg2026

Hola Petronela,

​Muchas gracias por el seguimiento de mi caso. A continuación, respondo detalladamente a cada uno de los puntos solicitados para dar mayor claridad a la situación:

​1. Mensaje original del 14 de marzo de 2026:

Adjunto a esta respuesta y envío por correo electrónico a su dirección la captura de pantalla/copia del mensaje original enviado en dicha fecha. En esa comunicación, expresé mi necesidad de cerrar la cuenta de forma permanente debido a que el juego estaba afectando mi bienestar.

​2. Términos utilizados:

Sí, utilicé explícitamente términos relacionados con la ludopatía y mi incapacidad para controlar el gasto. No fue una solicitud de cierre estándar por insatisfacción con el servicio, sino una petición de autoexclusión por motivos de salud y adicción al juego.

​3. Cronograma entre cuentas:

La primera cuenta fue cerrada tras mi solicitud de autoexclusión. Sin embargo, el dia 18 de marzo, pude crear la segunda cuenta. Cabe destacar que, a pesar de mi situación informada, el casino no bloqueó mi acceso por identidad o medios de pago, permitiéndome operar nuevamente.

​4. Datos de registro de la segunda cuenta:

Para la creación de la segunda cuenta, utilicé la misma dirección IP, mismo nombre completo, mismo DNI y la misma billetera virtual que en la primera. Aunque pude haber usado un correo electrónico distinto para el registro, los datos financieros y de conexión eran idénticos, lo cual debería haber activado una alerta en su sistema de juego responsable.

​5. Contacto previo con el casino y respuesta:

Sí, me puse en contacto con el casino para intimar al cierre de la cuenta y solicitar el reembolso de los depósitos realizados tras mi autoexclusión. Su respuesta fue ignorar mi situación; de hecho, no solo no procedieron al cierre inmediato en ese momento, sino que continuaron enviándome promociones vía SMS tratándome como "usuario VIP", lo cual es una falta grave considerando mi declaración previa de ludopatía.

6. Punto adicional sobre la licencia del operador:

​Quisiera informarles que me he puesto en contacto con Antillephone, el organismo que supuestamente regula a este casino bajo la licencia 8048/JAZ. Su respuesta oficial ha sido tajante: "Antillephone cesó sus operaciones en noviembre de 2024. ¡Cualquiera que afirme tener una licencia de Antillephone y/o la licencia 8048/JAZ es una ESTAFA!". Esto confirma que el casino no solo ignoró mi autoexclusión por ludopatía, sino que además está operando de forma fraudulenta bajo una licencia inexistente, lo que hace que su responsabilidad de reembolsar mis depósitos sea aún más urgente.

​Información adicional relevante:

Quiero enfatizar que el casino ha fallado sistemáticamente en su deber de protección al jugador. Ignoraron mi autoexclusión y, en lugar de protegerme, incentivaron mi participación con promociones personalizadas de fidelización.

​Quedo a su disposición para enviar cualquier otra prueba que necesiten para avanzar con la resolución de este reclamo y el reembolso de mis depósitos.

​Atentamente,

​Usuario: Juanmalg2026

Case update: Despite sending a formal ultimatum and detailing my gambling addiction, Lucky Star Casino continues to keep my account open and active. I have verified that the system is allowing me to deposit funds at this very moment, confirming a complete and ongoing violation of basic Responsible Gaming protocols.

Actualización del caso: A pesar de haber enviado un ultimátum formal y haber declarado mi condición de ludopatía detalladamente, el casino Lucky Star sigue manteniendo mi cuenta abierta y operativa. He comprobado que el sistema me permite seguir depositando fondos en este preciso momento, lo que confirma una violación total y continua de los protocolos básicos de Juego Responsable

Dear Petronela, I would like to make a technical clarification regarding the total amount of my claim so that it exactly matches the receipts I have uploaded to Drive.

After auditing my deposits and withdrawals, the Net Amount owed is ARS 3,082,188. This value comes from the sum of all my deposits made after self-exclusion (ARS 7,082,188) minus the withdrawals that the casino already allowed me to make (ARS 4,000,000).

I apologize for the initial confusion, but this is the exact amount of the financial loss I am claiming based on the attached receipts.

Estimada Petronela, quisiera realizar una precisión técnica sobre el monto total de mi reclamo para que coincida exactamente con los comprobantes que he subido al Drive.

​Tras auditar mis depósitos y retiros, el Monto Neto adeudado es de 3.082.188 ARS. Este valor surge de la suma de todos mis depósitos realizados tras la autoexclusión (7.082.188 ARS) menos los retiros que el casino ya me permitió realizar (4.000.000 ARS).

​Pido disculpas por la confusión inicial, pero este es el monto exacto del perjuicio económico que reclamo basándome en los comprobantes adjuntos

Good morning peteonella, I'm updating the case. The casino tried to close the case via email, offering a partial amount of 435,277 ARS, which does not correspond at all to the total net loss (3,082,188 ARS) generated by the critical failure of its self-exclusion system.

Furthermore, it is important to clarify that this sum has not even been credited to my account, therefore the message received is misleading. I do not accept this resolution and demand a full refund of the 3,082,188 ARS corresponding to the 35 improperly authorized deposits.

Buen dia peteonella actualizo caso. El casino intentó cerrar el caso mediante un correo electrónico ofreciendo un monto parcial de 435.277 ARS, el cual no corresponde en absoluto al total de la pérdida neta (3.082.188 ARS) generada por la falla crítica de su sistema de autoexclusión.

​Además, es importante aclarar que dicha suma ni siquiera ha sido acreditada efectivamente en mi cuenta, por lo que el mensaje recibido es engañoso. No acepto esta resolución y exijo el reembolso total de los 3.082.188 ARS correspondientes a los 35 depósitos permitidos indebidamente.

I have sent the video email chain to the mediator's email address, which provides evidence of the block and the subsequent system failure.

He enviado al correo de la mediadora, la cadena de correos electeonicos en video, que evidencia la confirmación del bloqueo y la falla posterior del sistema

Dear peteonela: I am sending proof of identity recognition from the casino:

I have attached four transfer receipts totaling ARS 4,000,000 received in my Mercado Pago account on March 31st. These transfers were sent by the casino's payment processors following a withdrawal request to my account.

This demonstrates that:

The casino verified my real identity by sending funds to a bank/virtual account that fully matches the details of my first self-excluded account.

They have complete traceability of who I am, regardless of the email address used.

Querida peteonela: Envio Prueba de Reconocimiento de Identidad por parte del Casino:

Adjunto 4 comprobantes de transferencia por un total de 4.000.000 ARS recibidos en mi cuenta de Mercado Pago el día 31 de marzo. Estas transferencias fueron enviadas por los procesadores de pagos del casino tras una solicitud de retiro en mi cuenta.

​Esto demuestra que:

​El casino validó mi identidad real al enviarme fondos a una cuenta bancaria/virtual que coincide plenamente con los datos de mi primera cuenta autoexcluida.

​Tienen trazabilidad total de quién soy, independientemente del correo electrónico utilizado

Update: The casino assigned me a VIP manager (Floriano) to try and offer me bonuses instead of refunding my money. Kycaid has already confirmed that the casino is responsible for the error. The casino continues to ignore my claim for 3,082,188 ARS.

Actualizo, El casino me asignó un gerente VIP (Floriano) para intentar ofrecerme bonos en lugar de devolverme el dinero. Kycaid ya confirmó que el casino es el responsable del fallo. El casino sigue ignorando el reclamo de 3.082.188 ARS

I've sent all the video evidence and deposit slips directly to my VIP manager (Floriano), who contacted me today. I'm awaiting a resolution.

He enviado todas las pruebas de video y comprobantes de depósito directamente a mi gerente VIP (Floriano), quien me contactó hoy. Quedo a la espera de una resolución

Dear Petronela,

I would like to provide an important update. I have just shared the official Kycaid confirmation email dated March 15th with the casino's VIP Assistant. This document proves that my identity and self-exclusion were fully validated and approved by their system before the 35 unauthorized deposits were accepted.

I'm currently waiting for the casino's final response regarding the full refund of the net amount. I'll keep you updated on any developments.

Estimada Petronela,

Me gustaría proporcionar una actualización importante. Acabo de compartir con el Asistente VIP del casino el correo electrónico oficial de confirmación de Kycaid con fecha del 15 de marzo. Este documento demuestra que mi identidad y la autoexclusión fueron totalmente validadas y aprobadas por su propio sistema antes de que se aceptaran los 35 depósitos no autorizados.

Actualmente estoy esperando la respuesta final del casino con respecto al reembolso total del monto neto. Te mantendré informada sobre cualquier avance

Dear Petronela,

I hope you are well. I am writing to update you on the case with important information regarding the casino's behavior in the last few hours:

I have sent to your email the video evidence that shows the entire thread: my self-exclusion request for gambling addiction, the successful validation on Kycaid (ID and Selfie) and the account blocked confirmation email sent by the casino itself.

Despite this confirmed block, Lucky Star's system allowed 35 manual deposits, which constitutes a critical failure of its Responsible Gaming policy.

I contacted their VIP support, and their response was evasive: first they denied the existence of the block and then they pretended not to understand the complaint, despite having my player ID and all the evidence.

I believe this is a clear delaying tactic. I request your intervention so that the casino proceeds with the full refund of the net amount deposited during the exclusion period (ARS 3,082,188), as the technical failure and the operator's negligence are fully demonstrated in the video.

I remain at your disposal for any further testing.

Estimada Petronela,

​Espero que estés bien. Te escribo para actualizar el caso con información importante sobre la actitud del casino en las últimas horas:

​He enviado a tu correo electrónico el video probatorio que muestra el hilo completo: mi solicitud de autoexclusión por ludopatía, la validación exitosa en Kycaid (DNI y Selfie) y el correo de confirmación de cuenta bloqueada enviado por el propio casino.

​A pesar de este bloqueo confirmado, el sistema de Lucky Star permitió 35 depósitos manuales, lo cual constituye una falla crítica de su política de Juego Responsable.

​Me he puesto en contacto con su soporte VIP, y su respuesta ha sido evasiva: primero negaron la existencia del bloqueo y luego fingieron no entender el reclamo, a pesar de tener mi ID de jugador y todas las pruebas.

​Considero que esta es una táctica de dilación clara. Solicito tu intervención para que el casino proceda con el reembolso total del monto neto depositado durante el periodo de exclusión (3.082.188 ARS), ya que la falla técnica y la negligencia del operador están plenamente demostradas en el video.

​Quedo a tu disposición para cualquier prueba adicional

Subject: IMPORTANT UPDATE: Evidence of system failure and operator responsibility (KYCAID Response)

Dear Casino Guru Team:

I am writing to provide critical evidence regarding the breach of my self-exclusion. The operator (Lucky Star) has been evading responsibility, claiming they had no record of my exclusion. However, I have received a formal response from KYCAID, the identity verification provider used by the casino to validate my ID and biometrics (selfie).

KYCAID's response explicitly confirms that the responsibility for blocking the user after identity verification rests solely with the casino operator.

KYCAID Support's exact response:

"Please note that KYCAID is an identity verification software provider and is not responsible for user account restrictions or responsible gambling policies. The operator (Lucky Star) is solely responsible for implementing and managing these restrictions based on the verification data provided through our system. Once a user is verified and flags themselves for exclusion, the technical execution of the block must be carried out by the casino's internal management system."

Conclusion:

This proves that on March 15th, when I completed the verification with my ID and selfie, the casino received my information. Despite having my national identity document (DNI) on file—the same DNI used for my 35 subsequent deposits—they failed to cross-reference this information and allowed me to deposit over ARS 7,000,000, even though I am a self-excluded problem gambler.

The use of a different email address is irrelevant, since the ID card is a unique identifier and was successfully verified by your own KYC partner.

I am still requesting a refund of my net deposits (ARS $3,082,188). I have already provided the Google Drive link with the 35 deposit slips and video evidence of my transaction history.

Thank you for your continued help.

Asunto: ACTUALIZACIÓN IMPORTANTE: Evidencia de falla del sistema y responsabilidad del operador (Respuesta de KYCAID)

​Estimado equipo de Casino Guru:

​Escribo para proporcionar evidencia crítica sobre el incumplimiento de mi autoexclusión. El operador (Lucky Star) ha estado evadiendo su responsabilidad, alegando que no tenían registro de mi exclusión. Sin embargo, he recibido una respuesta formal de KYCAID, el proveedor de verificación de identidad utilizado por el casino para validar mi DNI y mi biometría (Selfie).

​La respuesta de KYCAID confirma explícitamente que la responsabilidad de bloquear al usuario después de la verificación de identidad recae exclusivamente en el operador del casino.

​Respuesta textual de KYCAID Support:

​"Tenga en cuenta que KYCAID es un proveedor de software de verificación de identidad y no es responsable de las restricciones de la cuenta del usuario ni de las políticas de juego responsable. El operador (Lucky Star) es el único responsable de implementar y gestionar estas restricciones basándose en los datos de verificación proporcionados a través de nuestro sistema. Una vez que un usuario es verificado y se marca a sí mismo para la exclusión, la ejecución técnica del bloqueo debe ser llevada a cabo por el sistema de gestión interna del casino."

​Conclusión:

Esto demuestra que el 15 de marzo, cuando completé la verificación con mi DNI y Selfie, el casino recibió mis datos. A pesar de tener mi documento de identidad único (DNI) en sus registros —el mismo DNI utilizado para mis 35 depósitos posteriores—, no cruzaron esta información y me permitieron depositar más de $7.000.000 ARS siendo un ludópata autoexcluido.

​El uso de un correo electrónico diferente es irrelevante, ya que el DNI es un identificador único y fue verificado con éxito por su propio socio de KYC.

​Sigo solicitando el reembolso de mis depósitos netos ($3.082.188 ARS). Ya he proporcionado el enlace de Google Drive con los 35 comprobantes de depósito y la evidencia en video de mi historial de transacciones.

​Gracias por su ayuda continua.

Petronela update:

The casino just credited me with ARS 36,000 in cashback. I won't be using this money, as my claim is for a full refund of my net deposits due to the failure to self-exclude. This is further proof that they continue to incentivize my activity despite my informed status.

Actualizo petronela:

El casino acaba de acreditarme 36.000 ARS en concepto de cashback. No voy a utilizar este dinero, ya que mi reclamo es por el reembolso total de los depósitos netos debido a la falla en la autoexclusión. Esto es una prueba más de que siguen incentivando mi actividad a pesar de mi condición informada

Attached is evidence from today, April 11th. Lucky Star Casino has credited me with a cashback of $36,686.40. This is a provocation and a direct violation of my self-exclusion for problem gambling. I will not use this balance, as I will only accept a full refund of my net loss of $3,082,188 ARS. This demonstrates that the casino prioritizes incentivizing gambling over the safety of vulnerable users.

Adjunto evidencia de hoy, 11 de abril. El casino Lucky Star me ha acreditado un cashback de $36.686,40. Esto es una provocación y una violación directa a mi autoexclusión por ludopatía. No utilizaré este saldo, ya que solo aceptaré el reembolso total de mi pérdida neta de $3.082.188 ARS. Esto demuestra que el casino prioriza el incentivo al juego por sobre la seguridad del usuario vulnerable.

Hi Juanmalg2026,

Thank you for your updates and for sending all the materials.

First of all, I would like to confirm that I have received your video, screenshots, and all the files you have shared, including the email communication. Thank you for providing them.

However, I kindly ask you not to send updates on a daily basis. Please understand that we are reviewing each case carefully, and frequent updates do not speed up the process. We will always get back to you once there is a meaningful development.

At the same time, I would like to be transparent — we unfortunately do not have the capacity to go through such an extensive amount of evidence in detail. Therefore, it is important to keep the information focused on what is essential for the case.

At this stage, I only need one key piece of evidence:

➡️ Clear proof that you explicitly requested self-exclusion due to a gambling problem (GA).

This is the most important factor in determining whether the casino had an obligation to prevent further access and deposits.

Thank you for your understanding and cooperation.

Dear Petronela,

Following your request to focus on the essentials, I am attaching the 3 definitive pieces of evidence that prove the casino ignored my self-exclusion due to addiction (GA):

Screenshot from March 14 : My explicit message declaring: ' I am a gambling addict and I need to stop gambling and get blocked'.

Kycaid screenshot: Evidence that on March 15th my ID and biometric data were verified and approved by the casino.

Casino Confirmation: Email where Lucky Star confirms the block under the 'Self exclusion' clause.

​

Estimada Petronela,

​Siguiendo su pedido de centrarme en lo esencial, adjunto las 3 pruebas definitivas que demuestran que el casino ignoró mi autoexclusión por adicción (GA):

​Captura del 14 de marzo: Mi mensaje explícito declarando: 'soy ludópata y necesito dejar de jugar y que me bloqueen'.

​Captura de Kycaid: Evidencia de que el 15 de marzo mi DNI y datos biométricos fueron verificados y aprobados por el casino.

​Confirmación del Casino: Correo donde Lucky Star confirma el bloqueo bajo la cláusula de 'Self exclusion'.

​

Hi Juanmalg2026,

Thank you for the information provided so far.

Before we proceed further, I would like to kindly ask you to confirm whether the timeline below is accurate and reflects the sequence of events correctly:

• 14.03.2026 – You sent an email to the casino security@lucky-star.pro stating that you are a gambling addict and requested your account to be closed and blocked
• 15.03.2026 – The casino replied that your account was blocked
• 18.03.2026 – A new account was created
• 11.04.2026 – The casino issued a cashback of 36,000
• The disputed amount was later adjusted from 5M to 3M+
• Prior to this, you had a resolved complaint with our colleague Karla regarding delayed payments with this same casino

Additionally, could you please clarify the following:

• Did you use the same personal details (such as name, address, payment methods, etc.) when creating the second account on 18.03.2026?
• Could you explain why, in your previous complaint handled by Karla, there was no mention of your self-exclusion request, gambling-related concerns, or the existence of another account?

These details are very important for us to properly assess your case.

Thank you.

I will now confirm the timeline and answer your questions promptly:

1. Confirmation of the Chronology:

The sequence of events is accurate, with one crucial clarification on April 11, 2026: The casino did not issue a refund, but instead automatically credited a cashback bonus of ARS 36,686.40. I have not used this balance nor accepted the transaction, as my claim is for a full refund of my net deposits. I consider crediting bonuses to a self-excluded player a further violation of their duty of care.

2. Data used in the second account (18/03/2026):

When registering the new account, I used the same critical personal data that the casino already had verified:

Full name and ID number: The same as those validated by KYCAID on 15/03.

Payment methods: I used the same Mercado Pago account (same CVU) linked to my first account.

IP address: The same connection from which it usually operated.

3. Regarding the previous complaint with Karla:

In the complaint handled by Karla (ID 354124893), my priority was to resolve the delay in the payment of 4,000,000 ARS that the casino was withholding. However, I would like to point out that I did mention self-exclusion in that complaint. In the description of that case, I wrote verbatim: "I had a previous account on this platform, which was closed under the permanent self-exclusion policy" (SCREENSHOT ATTACHED).

My initial approach with Karla was to try to collect the winnings, but after seeking further advice and understanding Casino Guru's Responsible Gaming policies, I realized that the correct course of action in the event of a self-exclusion failure is to claim a refund of the net deposits. Therefore, I adjusted the amount from over 5 million ARS to 3,082,188 ARS (total deposits minus partial withdrawals), aligning myself with their platform's standard mediation protocol.

I remain at your complete disposal for any further clarification.

Sincerely,

Juanmalg2026

Procedo a confirmar la cronología y a responder sus consultas de manera puntual:

​1. Confirmación de la Cronología:

La secuencia de eventos es precisa, con una aclaración fundamental en la fecha del 11.04.2026: El casino no emitió un reembolso, sino que acreditó automáticamente un bono de cashback de 36.686,40 ARS. No he utilizado ese saldo ni aceptado dicha transacción, ya que mi reclamo es por el reembolso total de los depósitos netos. Considero que acreditar bonos a un jugador autoexcluido es una violación adicional a su deber de protección.

​2. Datos utilizados en la segunda cuenta (18/03/2026):

Al registrar la nueva cuenta, utilicé los mismos datos personales críticos que el casino ya tenía verificados:

​Nombre completo y DNI: Los mismos que fueron validados por KYCAID el 15/03.

​Métodos de pago: Utilicé la misma cuenta de Mercado Pago (mismo CVU) vinculada a mi primera cuenta.

​Dirección IP: La misma conexión desde la que operaba habitualmente.

​3. Sobre la reclamación anterior con Karla:

En la queja gestionada por Karla (ID 354124893), mi prioridad era resolver el retraso en el pago de 4.000.000 ARS que el casino retenía. Sin embargo, quisiera señalar que sí mencioné la autoexclusión en ese reclamo. En la descripción de aquel caso escribí textualmente: "Poseía una cuenta previa en esta plataforma, la cual fue cerrada bajo el régimen de autoexclusión permanente" (ADJUNTO CAPTURA DE PANTALLA DONDE CONSTA).

​Mi enfoque con Karla fue intentar cobrar las ganancias, pero tras asesorarme mejor y entender las políticas de Juego Responsable de Casino Guru, comprendí que lo correcto ante una falla de autoexclusión es reclamar el reembolso de los depósitos netos. Por eso ajusté el monto de mas de 5 millones a 3.082.188 ARS (depósitos totales menos retiros parciales logrados), alineándome con el protocolo estándar de mediación de su plataforma.

​Quedo a su entera disposición para cualquier otra aclaración.

​Atentamente,

Juanmalg2026

Dear Juanmalg2026,

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, Matej (matej.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.

Hello Juanmalg2026, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Lucky Star Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 matej, another 7 days? Don't you think enough time has passed and that the casino is simply ignoring me? With all the irrefutable evidence I've presented, why keep extending the deadlines? I've tried to be patient, but for a gambling addict, continuing to deal with this is frustrating. I request that you please urge the casino to stop extending the deadlines, as the evidence is more than clear.

Querido matej otros 7 dias? No crees que paso suficiente tiempo y que el casino lo unico que hace es ignorar? Con todas las pruebas irrefutables que presente porque alargar los plazos? Trate de ser paciente pero para un ludopata seguir lidiando con esto es frustrante, solicito que por favor intime al casino y deje de alargar plazos ya que las pruebas son mas que claras

Urgent update for Matej: While awaiting the casino's response in this thread, today, May 7th, I received an email from Floriano, a 'VIP manager' at Lucky Star, inviting me to play and offering me exclusive bonuses. A screenshot is attached. This is irrefutable proof that the casino has no intention of respecting my self-exclusion and, on the contrary, continues to aggressively encourage me to gamble despite knowing my health condition. I request that this be considered an aggravating factor in this case.

Actualización urgente para Matej: Mientras espero la respuesta del casino en este hilo, hoy 7 de mayo he recibido un correo de Floriano, un 'gerente VIP' de Lucky Star, invitándome a jugar y ofreciéndome bonos exclusivos. Adjunto la captura. Esto es una prueba irrefutable de que el casino no tiene ninguna intención de respetar mi autoexclusión y, por el contrario, sigue incentivando mi actividad de juego de forma agresiva a pesar de conocer mi situación de salud. Solicito que esto se tome como una agravante en el caso.

Dear Juanmalg2026,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licenc, there is nowhere else I can refer you to.

I am really sorry I could not be of more help on this occasion, and I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Best regards,

Matej