The player from the United Kingdom had submitted multiple documents for verification, but her account was closed, and she was unable to withdraw her £300 winnings. The Complaints Team had engaged with her, requesting details about her gameplay and communication with the casino. However, due to a lack of response from her, the investigation could not proceed, resulting in the closure of the complaint. The team remained available to assist her should she choose to resume communication in the future.
Bilucky Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: £300
Bilucky Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Asked me for verification and I supplied endless documents. Next thing closed my account and wont pay out the £300
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6 months ago
Dear kaishast,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
I was playing slots, I deposited a total of about £190 then won £300 and requested to withdraw, they rejected it then asked for more documents and then rejected my withdrawal again and then I got an email to say they closed my account and asked for crypto wallet to send payment but they still haven't and are now just stalling as much as they can. Won't reply to emails etc
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6 months ago
I didn't have an active bonus. They just keep telling me to wait and contact via email, to which they dont reply. Its so frustrating
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5 months ago
Dear kaishast,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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5 months ago
Dear kaishast,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
