Bitlucy Casino - Player's winnings disappeared.

Hello,

I have made a deposit the 24th of May 2022 of 261$. I have took a bonus wager (x30) and after few hours, I have bump to 2000$ with a very good bonus on 5 infectious xways. After that, I finish the wager (look at the screen conversation), I had in my balance about 1589$ and I decided to withdraw.

One day after, the website was in maintenance for a massive update.

3 days pass and the website is up, I go to my account but my account was deleted with my 1589$ !

I decide to speak with the support that they told to me to contact the security department and they just refund me my deposit !

The support told me that the data base was erased with all the old account and without proof, they can refund me my 1589$ !

Which casino erase their data base ?!

This casino for me is a big scam and I really hope that they will refund me the 1589$ !

Best regards,

Florent L***.

Dear Moustick31, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino has refunded your deposits?

Do you see the game history in your account or was it deleted as well?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Hello Kristina,

Exactly ! They have deleted all the database, I have access to nothing (pending withdraw/transactions etc …) and they told me that they can not pay my pending withdrawal because I need to prove by a screenshot my pending withdrawal that they themselves have deleted !

For me, they have all the informations in their database to retrieve my pending withdrawal, but they don’t want to pay.

This is their fault if all my account was deleted and I have to prove nothing.

When a casino migrate their database, they need to keep all informations concerning the user and not to deleted it!

Please note that they have deleted all users from their database so I am not the only one in this case.

Best regards,

Florent.

Also, look the answer from the security department ! So they will never pay me…

please note that I have respected all the conditions, and the chat had validated my wager !

Thank you very much Moustick31 for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Moustick31,

I am sorry to hear about your troubles.

The situation you described is absurd. This shouldn't happen in any casino. 

I would like to ask the casino representative to explain what happened and why.

We would like to ask the Bitlucy 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’.

We would like to ask the Bitlucy 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’.

Yes, most likely, they will not respond, and because they are operating without a license, there is no regulator which can help. However, we need to try it.

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’.

Dear Moustick31.

Unfortunately, the casino is non-responsive. Because this casino has no license, there is nothing we can do.

I am very sorry that we were not able to help you more.

We are closing this complaint as unresolved.