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 had violated account terms, which he denied, and he was seeking assistance to recover his deposit. He said he had only placed tennis sports bets, had not activated any bonus, and his account was blocked with his funds taken when he tried to cash out. After reviewing the available information, we closed the complaint because we did not have sufficient expertise to assess the casino’s investigation or determine whether the account closure was justified.
Holy Luck Casino - Player's account is closed due to alleged violations.
Closed
Our verdict
Other
Amount: €360
Holy Luck Casino
Safety Index 2.1 Very lowCase summary
Discussion
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1 month 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
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1 month 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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1 month 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
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1 month ago
TranslationHello good,
The bets were sports bets, specifically on tennis.
At no point was any bonus or anything similar activated
They did not specify the rules that were violated, nor did they provide any explanation of what those rules were or why.
I simply placed several tennis bets, some lost, some won, and when I went to withdraw, they took my funds and blocked my account immediately.
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1 month ago
TranslationHello, I just sent the screenshots of the emails with Holyluck to Kristina's indicated address.
Thank you so much
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1 month ago
Thank you for your reply, Gonpego. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.
