Lucki Casino - Player’s account has been closed.

I win 1700 with real money not only they didn't send never the money they blocked and the account and I dont have access to my account anymore I try to chat on line the last time they blocked me and there shame on this fake company stay away from this company I want at least my deposit money.i was waiting for so long and they said to me to the live chat be patient we apologise for the delays but soon you will receive your withdrawal money.just is spam this company and nothing else

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Hello,

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

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?
• How did you learn about your account being blocked?
• 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?
• How much was your last deposit in the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

I was new player to lucki I try to withdraw my money but I was waiting for so long first they ask me to send all the documents and I send it and after they reply the account was fully verified I was waiting for the winnings I write every day to the chat but the winning nowhere after they reject the withdrawal they return all the amount 1740 to the account for the reason they didn't have the Iban I try again the withdrawal with my revolut card after they said they reject the withdrawal and they blocked the account I didn't have access any more to my account before 4 days I received one email they will return all the deposit money but they return only the half amount total I play 435 €and I received the half.it wasn't with bonus money was with real money

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]), 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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Lucki Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

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. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help. Best regards, Pavel K Casino Guru Team