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Subject: Complaint Against Lucky Elf Casino – Failure to Process Account Closure and Responsible Gaming Concerns

I am submitting this complaint regarding my experience with Lucky Elf Casino and what I believe to be a failure in their responsible gaming practices.

On March 20, 2026, I contacted the casino and explicitly requested that my account be closed due to a poor experience. My request was not acted upon, and my account remained open and fully accessible.

Following this, between March 20 and March 22, 2026, I continued to deposit and gamble on the platform. During this period, I lost approximately $1,000. I acknowledge my personal responsibility for continuing to gamble; however, I believe the casino failed in its duty to act on my closure request in a timely manner.

Additionally, at no point during or after my request was I asked whether my decision was related to problem gambling, nor was I directed toward responsible gaming tools or support. I also found that responsible gaming features on the platform were not easily accessible.

Given that I had clearly requested account closure, I believe it was inappropriate that I was able to continue depositing and gambling without restriction. This situation suggests a gap in the casino’s responsible gaming procedures.

As a resolution, I am requesting a refund of the deposits made after my account closure request on March 20, 2026.

I am submitting this complaint in good faith and hope it will be fairly reviewed.

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Dear Janemcl0108,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection.

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@luckyelfcasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings LuckyElf Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

hi Tomas,

Thank you so much for your quick response.

I completely understand your suggestions and will ensure that I’ve ever I’m in this type of experience again that I do explicitly state so. I am just hurting, though that the agent helping me never once explored any problem gambling behaviors. I believe there should be a standard cross all casinos. I am hoping due to my request, not being respected, and resulting in significant negative financial impacts that the Casino will be considerate an offer a return of funds that should never have been deposited.

Thanks for your reply.

Please let me know whether your self-exclusion attempts were successful.

Looking forward to your reply.

Yes the self exclusion was successful

no refund though

Thanks for your reply.

We may only pursue a refund in cases where you disclosed your gambling issues to the casino and the casino failed to protect you as a result. Please understand the players are responsible for their accounts, balances, and bets taking place.

Since it appears the casino processed your self-exclusion request already, and no previous gambling issues were disclosed, the complaint will now be closed. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.