The player from Australia had won $8000 but faced delays in verification, having to provide multiple ID cards. After being informed that her verification was in progress, she discovered that her account no longer existed, and the casino was unable to assist her. The Complaints Team attempted to gather more information and extended the response time but ultimately had to close the complaint due to a lack of communication from her. The player was informed that she could reopen the complaint in the future if she chose to resume communication.
Lucky Ones Casino - Player's account has been closed abruptly.
Closed
Our verdict
Player stopped responding
Amount: A$8,000
Lucky Ones Casino
Safety Index:Very lowCase summary
Discussion
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5 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 makes such a request, 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.
Dear Innes77,
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.?
- Did you accumulate your winnings with or without an active bonus?
- Do you have any screenshots of your account from the time it was still active? Could you please share them in this thread?
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,
Katarina
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4 months ago
I accumulated my winnings playing slots/games.
I started with a promotion bonus but met wager.
I checked in with chat to make sure I did everything correctly
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4 months ago
Dear Innes77,
thank you for your reply and screenshots provided.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
Dear Innes77,
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.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
