LetsLucky Casino - Player's account has been closed and winnings voided.

Good day, 

This is a complaint against Lets Lucky Casino, I have completed all the KYC verifications that they asked for. I have been talking to them by email and was told that the withdrawal in under review. Then I try to log in only to find that my account has been closed, after I emailed asking why, then I get a mail 2 days later saying that my winnings have been voided and account temporarily closed and that they will refund my deposit. My winnings balance was 1351€. I have not gotten any clear reason for their actions and I find it very disturbing. I can send over the emails if need be. Do you think I can get some help getting to the bottom of this and getting my winnings sent to me please?

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LetsLucky Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Could you please advise how long you were a player at the casino and when exactly your account was blocked? 10th January 2026 I became a player.

How did you learn about your account being blocked? I tried to log in to check up on the withdrawal and then emailed on 13 January to ask why my account was blocked, I was then asked for some KYC docs which I provided, over the weeks I emailed to query the delay and was told the request is still under review. On 19 February they then emailed saying that the winnings have been voided and account closed.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) slot games were played.

Did you achieve your current balance with the help of a bonus? yes

Could you please share with me your communication with the casino regarding the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. The email has been sent to you. 

Thank you.

Saoirse ****

Thanks for your reply.

I checked my inbox, but I couldn't find any emails sent from your address.

Kindly send the supporting evidence

My email is tomas@casino.guru