The player from Spain registered at Holyluck, completed the required document verification, and made deposits totaling €200, resulting in €360 in winnings. However, after attempting to withdraw, he received an email claiming he violated account terms, which he denies, and now he is seeking assistance to recover his deposit.
Holy Luck Casino - Player's account is closed due to alleged violations.
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Waiting for Casino Guru to reply
6d 23h 36m 44s
Holy Luck Casino
Safety Index 2.1 Very lowCase summary
Discussion
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Public
3 days ago
Translation
Hello, I registered a few weeks ago on Holyluck, I verified all the documents, as requested on the website, the email, the mobile, ID card front and back, bank document, with my name and address.
I made two deposits of €100 each, and in the end, I earned a total of €360 in profit. When I withdrew the money, they sent me an email three days later saying I had violated some account terms. I never did anything to violate any terms, I never asked for any bonus, nor did I give any strange answers.
And when I ask them for explanations and at least to return the money I deposited, they tell me no.
If you could mediate to help me recover at least the deposited amount, which is €200
Thank you so much
Automatic translation:
Public
Public
48 minutes ago
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.
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48 minutes ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you didn't activate any bonuses on top of your deposit?
- Did the casino specify which rule was breached? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.
Thank you in advance for your reply.
Best regards,
Kristina
