Lucky Ones Casino - Player’s account has been closed after withdrawal request.

I signed up yesterday, deposited about $400 and then won it back - I asked for a withdrawal of $500 and this morning was asked to verify my account. I tried to login to do so but my account has been disabled. I went on to chat and they would not give me any details as to why. I sent an email to their support email and have heard nothing back. I know my complaint is early - I just wondered if anyone else had experienced this when they recently signed up and then tried to withdraw. I have had been given no reason why I have been disabled and why they are not returning my money. I have excluded myself on other sites and maybe thats a reason but why let me sign up and deposit money. They took that fast enough. Why email this morning asking for verification. It makes no sense.

It seems suspicious to me.

Dear Sassygb,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were you able to provide the documents to the casino in other ways?
• 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 your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Sassygb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.