Lucky7even Casino - Spieler beantragt Schließung und Rückerstattung, obwohl das Konto weiterhin aktiv ist.

Hello,

I requested account closure via live chat and was referred to their email address. There, I requested urgent account closure due to gambling addiction.

Unfortunately, I was still able to deposit money after almost a month. Therefore, I request a refund and, once again, the closure of my account.

Hallo,

habe ich im Livechat um Kontoschließung gebeten, ich wurde an deren E-Mailadresse verwiesen. Dort habe ich dann um dringende Kontoschließung aufgrund Spielsucht gebeten.

Leider kann und konnte ich nach fast einem Monat immer noch Geld einzahlen. Daher bitte ich um einen Refund und immer noch um Kontoschließung.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response to the self-exclusion request you sent to the casino?
• Could you please forward screenshots or chat transcripts of your conversations with customer support in which they informed you which email address should be used for self-exclusion requests?
• Have you tried contacting the casino through any other communication channels or email addresses?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

On April 13th, I started a live chat with Lucky7even Casino. During the conversation, they offered me money or free spins, which I declined. I clearly stated that I wanted my account to be closed.

They refused to process the closure via chat and instructed me to send an email to closeaccount@lucky7even.com, which I did immediately. In my email (written in German), I explicitly requested the immediate closure of my account due to severe gambling addiction.

Based on this, I assumed that my account would be closed within 1–3 days, so I did not check further. Unfortunately, a few days later my addiction resurfaced, and I was still able to log into my account and continue playing. I never received any response to my email.

My account was only closed after I contacted them about my complaints.

I can provide transcripts of my communication. However, I am unable to provide the live chat transcript from April 13th because my account is now closed but I still saw the chat when I was logged in the last time. The casino should still have this record, as it was conducted via their standard support channel.

Have my attachments arrived?

Sind meine Anhänge angekommen?

Yesterday, Lucky7even.com confirmed via email that I qualify for a refund and requested documents for verification. I submitted these immediately and am now waiting for the money or a letter from Lucky7even.

I have also already forwarded the chat to you.

Es wurde gestern per E-Mail seitens Lucky7even.com bestätigt, dass ich mich für einen Refund qualifiziere und Dokumente für die Verifizierung angefordert. Diese habe ich sofort übermittelt und warte nun neuerlich auf das Geld oder ein Schreiben seitens Lucky7even.

Habe den Chat ebenfalls auch bereits an Sie weitergeleitet.

Hello Veronika,

lucky7even is insisting on a screenshot of the Skrill account, but all my relevant payments (for which I'm getting a refund) were EPS, and my Skrill account is closed. I can only provide a payment receipt from the bank if they tell me the amount and the date.

The deposits made via the Skrill account (if any) are also from some time ago.

Hallo Veronika,

lucky7even versteift sich auf die Übermittlung eines Screenshot vom Skrill Konto, meine relevanten Zahlungen (von welchen ich einen Refund bekomme) waren alle EPS und mein Konto bei Skrill ist geschlossen. Ich kann nur ein Zahlungsbeleg von der Bank liefern, wenn sie mir den Betrag und den Tag mitteile. 

Die Einzahlungen mit dem Skrill Konto (falls gemacht) liegen auch einige Zeit in der Vergangenheit.

They have now accepted that I cannot provide a Skrill account and requested further screenshots. I submitted these, then they claimed that proof of identity and address was missing, which I had already provided. A considerable amount of time passed at each stage. I then resubmitted the attachments and reiterated that I had provided everything. Since then, another 2-3 days have passed without a response from the casino.

Sie haben nun akzeptiert dass ich kein Skrill Konto liefern kann und andere Screenshots angefordert. Diese habe ich übermittelt, dann haben Sie behauptet dass der Nachweis der Identität und Adresse fehlt, welchen ich bereits übermittelt habe. Hier ist jeweils eine gute Dauer vergangen. Nun habe ich nochmals die Anhänge übermittelt und hingewiesen dass ich alles geliefert habe. Seitdem sind wieder 2-3 Tage vergangen ohne Antwort des Casinos.

I just received another email requesting my passport and a receipt (for the third time). I've sent the attachments again and forwarded the emails that already contained the documents.

Habe soeben wieder eine E-Mail erhalten, in welcher nochmals (zum dritten Mal) Reisepass und eine Rechnung gefordert wird. Ich habe nochmals die Anhänge gesendet und die E-Mails in welchem die Dokumente schon angehängt waren weitergeleitet.

Thank you for your emails and for providing updates regarding your complaint.

Please allow me to ask you a few additional questions to assist with our investigation:

Was the email address "closeaccount@lucky7even.com" provided to you by a live chat agent? I was unable to find this address listed anywhere on the casino’s official website. According to the available information, responsible gaming-related requests should be directed to "support@lucky7even.com".

Regarding the verification of your Skrill account, have you previously submitted any documents confirming your ownership of the Skrill account? Please note that for KYC purposes, the casino is required to verify all payment methods used for deposits, regardless of when those deposits were made.

Do you have any older Skrill statements confirming these deposits? If so, do these statements include personal details that can be linked to your casino account?

If your Skrill account has been closed, do you have any official confirmation from Skrill stating that you previously held the account and that the relevant transactions were made through it?

Thank you in advance for your cooperation.

Yes, this email address was given to me by the support representative in the live chat. The chat is from the same day I wrote the email, but I no longer have the chat history because the account has been closed.

But the casino no longer disputes the claim; they've confirmed that I'm entitled to it. All that's missing is the payment.

Ja diese E-Mailadresse wurde mir vom Supportmitarbeiter im Live-Chat mitgeteilt. Der Chat stammt vom selben Tag wo ich die E-Mail geschrieben habe, aber der Chatverlauf liegt mir aktuell nicht mehr vor, da dass Konto geschlossen wurde.

Aber der Anspruch wird ja auch nicht mehr vom Casino bestritten, das Casino hat ja bestätigt dass er mir zusteht. es fehlt eigentlich nur noch die Zahlung.

Just recieved the payment. Thank you CasinoGuru and Lucky7even.com

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,

Veronika