Luck Casino RO - Player’s account is blocked and funds are withheld.

My account has been blocked in verification for over a month, and the Luck Casino operator is withholding 10,025 RON from me.

I have submitted all the requested documents, including my ID and bank card, both of which have been approved. However, the operator continues to repeatedly request proof of the source of funds, without explaining exactly what documents are required.

I have sent about 30 emails and have not received any concrete response, only automated messages. In the chat, the agents do not provide clarification and close the conversations without resolving the issue.

On 09.06.2026, I was confirmed that the documents would be analyzed, but after a few minutes I received the same automated request again regarding the source of funds.

I have evidence to support all my claims:

chat screenshots;

approved and rejected documents;

history of sent emails;

proof that the operator is not responding to my requests;

proof that the verification has been going on for over 30 days.

I request Casino Guru's help to get the operator to provide clear explanations and pay me the funds worth 10,025 RON, which belong to me.

Tell me where I can send all the evidence

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Hello,

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

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?
• Could you please explain in your own words where the funds you deposited in the casino come from? (employment, self-employment, inheritance, etc.)
• Could you please specify which documents you provided to the casino when attempting to prove the source of your funds so far?
• 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 issue? 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,

Thank you for your assistance. Here are the clear answers to your questions regarding my complaint against Luck Casino RO:

Account age and closure date: My account was registered recently, on March 16, 2026. The restriction/block occurred shortly after, following my activity.

Source of funds: I am self-employed (freelancer) and the funds I deposited also come from my winnings accumulated at other sports betting and casino platforms. I do not have standard employment slips (paystubs) as I am not traditionally employed at the moment.

Documents provided so far: I have already provided the casino with my official bank statements (extras de cont) showing my financial activity. However, they kept rejecting them. I have repeatedly tried to ask their support team what specific alternative documents they require (such as screenshots/statements from my other casino accounts showing past winnings), but they failed to provide clear guidance.

Games played: I accumulated my current balance by playing Live Casino (specifically Baccarat).

Bonus usage: No, my current balance was achieved strictly through my own deposited cash funds. No bonuses were involved.

Communication history: Yes, I have fully saved all available email correspondence and live chat transcripts regarding this dispute. I will forward all these files and screenshots to your email address at tomas@casino.guru right away so you can review how they handled my verification.

Thank you for your time and for investigating this matter. I am fully cooperative and ready to provide any further clarifications needed.

Thanks for your patience.

I overlooked that you already had an active complaint regarding the casino regarding the same issue in the past. https://casino.guru/complaints/luck-casino-ro-player-s-withdrawal-is-delayed-and

Consequently, the complaint will be closed without the option to be reopened. If the casino decides to participate in the resolution of your issue, your original complaint will be reopened.