LoneStar Casino - Player’s account has been closed.

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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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly did you create your casino account, and when was it closed?
• Do I understand correctly that the casino didn't approve your documents?

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,

Kristina

Dear Mypaige131,

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.

What exactly are you wanting me to do?

Thank you for your reply, Mypaige131. I’m very sorry, but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I played slots. I opened my account November 5th and they suspended it around the 9th. I tried uploading my ID and it said session expired. I tried again from a different browser and it said the same thing. Then i logged back in and it wouldn't even let me try and said contact support. I emailed several different emails with copies of my ID attached and they sent an email saying they suspended my account. I played up to $900 then at $500 tried to cash out and this all happened. Thanks for your help.

Can you please post a screenshot of the message you see when you try to log into your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Mypaige131

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, Martin (martin.l@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,

Kristina

Hello Mypaige131,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Does this ever end in favor of the player?

Dear Mypaige131,

thank you for your message. Yes, many complaints do end up in favor of the player, you can check them here

Unfortunately, the casino in question has not responded to our messages just yet. In case we do not receive a response, there is not much we can do.

Dear Mypaige131,

I can confirm we have managed to establish contact with the casino. In the meantime, please contact the casino support once again.

This is a copy of the email I sent to LONESTAR support team

That's the same email I've got in response to every email I have sent them. Then they tell me that "they know this is hard to swallow" but they deactivated my account!!

Dear Mypaige131,

thank you for your continued cooperation. Have you received any further communication from the casino's side?

No I have not heard anything!

It's not looking to good is it?

still says suspended

Dear Mypaige131,

I have outlined our position, I am currently waiting for a response. Unfortunately, in case there is no further reply from the casino, I will have no other choice but to close this complaint as unresolved.

Dear Mypaige131,

I have tried to contact the casino repeatedly but had limited success. I’m afraid there is not much that can be achieved without further cooperation from their side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at martin.l@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Martin