FlukyOne Casino - Player’s account is closed and winnings are delayed.

Hello..I play in this casino and I win in slots 2400E and I ask withdrawal..I make deposits with crypto and ask with same method...my account is foul verify and I do not receive bonus..I never have ask withdrawal, this is the first one...Now my account is closed and contact with live chat. Thay tell me that do not pay me because with same ip connected 2 accounts...Yes my husband have account in this casino but he paly just sportsbetting..so I open and one account for me to play slots...I play fair and I do not receive bonus..Just play and win...so I think that is not fair to do not pay me because I connect with same ip..we live in same house and I do not receive never bonus..so please help me to receive my winnings. Thank you

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Hello,

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.

Is there any chance that you have both used the same device to access the casino?

Have you deposited using a payment method registered in your own name?

Have you ever utilized any bonuses at FlukyOne Casino?

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,

Attila

No we do not use the same device and no I do not receive never bonus..Also I make deposits via my crypto wallet Thank you

Dear Player,

Thank you for your response. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your cooperation.

My account is closed and I can not login to take screenshot of live chat..Also they say that send me e mail but I do not receive never e mail from them..no spam no e mail

Dear Player,

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, Peter (peter.c@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.

Kind regards,

Attila

Hello there,

Thank you papakaliatis for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FlukyOne Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

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.

I have tried to contact FlukyOne Casino repeatedly 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. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter