The player from Austria faced account deactivation at LuckyOnes, despite initially verifying his account after a typo in the email address. He had pending withdrawals totaling approximately €40,000, which the support team assured would be processed after a security check. He sought assistance to resolve the situation and secure his winnings. The issue was resolved after confirming that the player had communicated the email issue to customer support, and he was informed that his account deactivation had been addressed.
Lucky Ones Casino - Player’s account is closed with pending withdrawals.
Resolved
Our verdict
Case closed
Amount: €40,000
Lucky Ones Casino
Safety Index 3.2 Very lowCase summary
Discussion
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1 year ago
Translation
Ladies and Gentlemen
I'm contacting you regarding a complaint. Unfortunately, I initially made a typo when registering my account, and I reported this to support! Instead of .com, I ended with .con.
[hidden by Casino Guru] Profile email
After that, I verified myself and played there. I've received several payouts, and very quickly. For some unknown reason, I then discovered that my account had been deactivated by LuckyOnes.
I have requested several pending withdrawals totaling approximately €40,000. Live support told me that they would still be processed, but only after a security check and the existing withdrawal limits. They always tell me the same thing: be patient, and you'll be informed.
I hope for your support, because the winnings are definitely high and "giving" them to the casino would not be in my interest.
I have saved a correspondence from support regarding the payout.
Kind regards
Florian
Edited by a Casino Guru admin
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1 year ago
Dear flocker,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your casino account. To assist you further, could you please provide answers to the following questions?
- Am I correct in understanding that the typo in your email address was successfully corrected by the casino's customer support, and you no longer experience any issues with it?
- Have you received any formal notification about the deactivation of your account?
- What types of games did you play?
- Did you accumulate your most recent winnings with or without a bonus?
- When was the last time the casino communicated with you?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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1 year ago
TranslationThe typo wasn't corrected, so I can't receive any emails! I've also reported this to customer service!
I've already been deactivated by LuckyOnes! I received several payouts before being deactivated. Currently, I have about 9-10 payouts of 4,000 each still pending!
"Normal" slot games, mainly the game "Duck Hunter" (NoLimit) at the end.
Winnings were achieved without a bonus!
A customer support correspondence is attached as an example!
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1 year ago
TranslationOf course, no payout was made on June 1st!
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1 year ago
Have you tried contacting the casino’s customer support from your correct email address to ask about the reason your account was deactivated?
If you haven’t reached out via email, could you please confirm whether you at least inquired about the deactivation reason through the live chat?
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1 year ago
TranslationI explained at the time that the email with the .con extension was invalid; it was technically impossible to receive anything from it. I reported this to customer service via live chat and email!
I have also informed them that I can submit further proof of identity at any time.
I also asked in the live chat, and they told me that the responsible department would contact me!
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1 year ago
Dear flocker,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
