The player from Australia faced issues with depositing money to the casino, as her funds had been taken, and she had been locked out of her account. She reported that the casino did not respond to her inquiries. The complaints team requested additional information to investigate the issue but received no further replies from the player. Due to the lack of communication, the complaint was closed without resolution. The player was informed that she could reopen the complaint if she wished to continue.
Lion88 Casino - Player's account has been closed after deposit.
Closed
Our verdict
Player stopped responding
Amount: A$580
Lion88 Casino
Safety Index 4.7 LowCase summary
Discussion
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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 very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- Have you contacted customer support to ask about the reason why your account was blocked?
- What types of games did you play to accumulate your winnings?
- Did you accumulate these winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Thank you for your reply. However, to continue the investigation, it would be very helpful if you could answer all the questions I asked in my previous response.
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1 month ago
Dear 0473479707,
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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3 weeks 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,
Veronika
Casino.Guru
