LoneStar Casino - Player’s account has been closed unexpectedly.

I signed up and purchased a package for $24.99 that included a bonus. I got $50sc for the $24.99. I verified my id and address using their system, then played and won 11k. Within hours they emailed me suspending my account citing technical issues and won’t pay me and no one will respond to me. Please help. I violated no terms of service please please help me

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.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active?
• Have you noticed any technical issues or irregularities while playing with the bonus?
• Has the casino’s customer support specified how long the investigation will take?

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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The only thing I have for the purchase is a screenshot on the website of my purchase history. It was $24.99 for some gold coins and it included $50sc.

I played a slots game called "3 pot riches extra: hold and win.

I only played that one slot the entire time. Starting off at $1.00 per spin and gradually increasing to $15 per spin as my winnings increased.

I noticed no technical issues, site malfunctions, or anything else out of the ordinary as I played other than I was actually winning. I think that’s their technical issue, I won and they didn’t lol.

I’ve read their terms of service and I haven’t violated anything there. The only communication the casino has had since telling me the account was suspended is them emailing me to tell me my address verification was approved. I’ve responded and requested more information. I saw on Google that some casinos investigate accounts after large wins to prevent fraud. I told the casino in my email if this was standard practice and that’s all that’s going on I don’t mind waiting, but they haven’t said anything at all. I emailed multiple times regarding the suspension, investigation, and a time frame but they provided nothing. Nor does the original email they sent me indicate any time that it take to do the investigation.

I really appreciate your help. I’ve never won this much money before and it can rly help a lot. I won it fair and did exactly as I was supposed to. Wager requirements are met, id verified, I even sent additional address documents and offered to send more if they needed them. I have been willing to provide anything they need. I hope we can resolve this and they’ll pay me.. I read they have a $10,000 a day cap for redeeming so I also told them I was aware of that and would happily cash out within the limits of that policy. They’re just not responding.

The date of purchase is the evening of 8/26 which is when I did purchase the coins but didn’t start playing until the morning of 27th which is when I won.

Just an update: in the email suspending my account they said they’d inform me of the results of the investigation and tell me what to do next. Instead, I logged in the next day and my entire $11,000 balance was reduced to the original $50 I started with. I have yet to receive a response from the casino. They never notified me about what their investigation turned up nor did they warn me in any way they would be taking my winnings and now will not even acknowledge them. I email them daily sometimes more than once.

Please forward me the email communication between you and the casino regarding the investigation of your account at [email protected]. Thank you for your patience and cooperation.

I forwarded the emails. May be out of order but it’s easy to tell which was first and which was their decision on the investigation. Thanks again!

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Chickman0085, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of LoneStar Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of what is the nature of the technical issue and when will be the player's money released? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Thank you! I appreciate your help and if there’s anything I can provide to help, please let me know. I don’t know if I’ve provided them here but I have screenshots of my history that includes my balance, the amount wagered for each spin, the amount won and the updated total balance with the amount won factored in. I also have screenshots of all big wins starting at $1000 up to when I stopped playing and had accumulated $11,000.72.

My last spin was at 11:10, and then at 11:27, I received the email stating my account was suspended citing a technical issue discovered during a recent site check. Only 17 minutes passed, I’m not sure but that seems fast for a site check to have taken place and the necessary steps taken to discover such an error and who it impacted.

Dear Chickman0085, I have received a response from the casino:

Dear Matej,

Thank you for bringing this matter to our attention. We take every concern seriously and are committed to addressing them in a fair and timely manner. Unfortunately, we are unable to locate a complaint in the link you have attached to your email.

With that being said, to ensure we can properly review and assist, we kindly invite the individual who filed this complaint to contact our Compliance Team directly at [email protected] using the email address associated with their account. This will allow us to securely verify their details and provide the necessary support.

We appreciate your understanding and cooperation.

Kind regards,

LoneStar Casino Compliance Team

Please, CC me in the copy ([email protected]) of the message sent to the casino, and let's see if they deal with it. In the meantime, I will ask the staff if they would prefer to have a casino representative account created on our platform, to be able to respond directly in this thread.

Ok thanks. But I have sent multiple emails to that exact email address with my registered email address and they responded once or twice, so I have a hard time believing they can’t find the complaint. I’ll provide screenshots here as evidence. And will forward my original complaint to them again and copy you in the email.

I have forwarded two of the complaints I previously sent to the email address provided in the casinos response. I copied you in both. If there’s anything else I can do to help please let me know. Again, I appreciate your time and willingness to assist me.

Thank you very much for the CC! I have got both e-mails and let's see if casino does anything about it. We'll give them couple of days and if nothing happens, we'll take further steps.

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.

Dear Chickman0085,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, 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. 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 [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej