Lucky.fun Casino - Player's account has been closed without explanation.

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 did you create your casino account?
• Did you accumulate your winnings with or without an active bonus?

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

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

Thank you for your patience, and stay safe.

Hi Kristina

Ich habe nur Spielautomaten gespielt.

Das Konto habe ich erst letzten Freitag eröffnet. Bonus habe ich nicht angenommen resp. jeweils gleich wieder storniert da es mir diesen automatisch bei den ersten 3 Einzahlungen hinzugefügt hat. Das Casino reagiert auch nicht mehr auf meine Frage, was ich denn effektiv falsch gemacht habe.

Beste Grüsse

Dominik

Thank you very much for your reply. Have you tried contacting the casino after the message about the account closure? Could you 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.

Hi ich habe dir per Email geschrieben

Thank you very much for your cooperation. 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.

Hello there,

Thank you Hermanos80 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky.co Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

Hallo Peter, ich möchte betonen, dass die eingezahlten 500 Euro noch nicht zurücküberwiesen wurde, obwohl mir das mitgeteilt wurde.

Dear Hermanos80,

I have tried to contact the Lucky.co Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 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. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Lucky.co Casino.

Dear Hermanos80, we were informed by the casino representative that there was an issue with the documents you provided for verification didn't meet the regulatory requirements. Would it be possible to forward me the documents you used for verification purposes to my email ? (peter.c@casino.guru) Thank you in advance for your cooperation!

Hallo, habe ein Email gesendet

Thank you for the information Hermanos80. The casino representative has mentioned that there was a different document provided to them before this one, which caused the issue. Would it be possible to provide it to me as well? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Sie sollen sagen welches Dokument. Ich habe nur Dokumente hochgeladen, nichts geschickt, weiss also nicht welches Dokument es betrifft. Und noch was, ohne eine Rückfrage zum Dokument sperren sie einfach das Konto, schon speziell nicht? Alle wichtigen Dokumente habe ich ja geschickt…und die sind es ja nicht, also was genau ist es dann was so schlimm ist gerade das Konto zu sperren von einem neuen Spieler der viel gewonnen hat?

Dear Hermanos80, the document that wasn't provided in the email you sent me is the bank statement. You can forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Welcher Kontoauszug? Der Visakarte?

Dear Hermanos80, thank you for providing me with the information. I am in contact with the casino representative. I will keep you updated about any new developments. Thank you for your patience during this time!

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 Hermanos80, according to the casino, the Visa card bank statement has been edited. From my review, I have not found any indication of this, so I will request further clarification on the matter and I will keep you updated on the situation. Thank you for your patience during this time!

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 Hermanos80,

I have tried to contact the Lucky.co Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 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. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter