The player from Greece had requested a withdrawal less than two weeks prior to submitting his complaint. The payment had not been processed yet. He reported that his account had been closed without notification and his winnings had been confiscated, with the casino citing a violation of terms without providing specifics. After efforts to communicate with the casino, he received no response regarding the closure or the reason for the confiscation. The Complaints Team had attempted to engage the casino for clarification but had faced repeated non-responses. Consequently, the complaint was marked as "unresolved" due to the lack of cooperation from the casino, which operated without a valid license.
Lucki Casino - Player claims that payment has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 77
Amount: €600
Lucki Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
I requested a withdrawal on 24/08/2025 and they asked me for documents to verify the account. I sent the documents and my account was fully verified successfully after 48 hours. When the verification was done, they assured me that my withdrawal processing had begun and would take a maximum of 36 hours. However, the withdrawal still says that it is under review and 72 hours have passed. Every time I contacted support, they told me that it would be reviewed as soon as possible, the same thing every day. They told me that they contacted the finance department and that they were told that I would receive an email soon, which did not happen. I need your help.
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
TranslationThey just closed my account without any notification.
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5 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
TranslationHello Mrs. Dominica no I was not paid my winnings, 29/08 they closed my account and confiscated my winnings telling me that I violated the terms. They returned my deposits 80€ since then I sent many emails to ask which terms I violated and I don't get any answer. In customer support they tell me that they can't see my account because it says the management is holding it under review. Let me tell you that I did not violate any terms as my winnings came from real money as they assured me from customer service 
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5 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
After your account was verified, did the casino request any additional documents or steps related to the verification process?
Could you please specify which bonus you used?
Has the casino given you any specific reason why your account was closed and your winnings confiscated?
Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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5 months ago
TranslationI had used the first deposit bonus then I made a second deposit I had clicked to cancel any bonus I had before making the deposit the turnover had stopped and I was playing with real money the casino just closed my account and told me that I violated the terms and didn't tell me anything else. Also after verification I wasn't asked for any additional documents from customer service they don't tell me anything at all. No one answers my emails 
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
Hello there,
Thank you Kouratzina for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Lucki Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.
Thank you!
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5 months ago
TranslationThey are not going to respond, they don't respond to emails or anywhere else since they don't have permission. 
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5 months ago
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.
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5 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
