The player from New Zealand faced issues withdrawing $1,000 NZD, as Lucky Ones Casino had voided his winnings citing a Third-Party Payment System violation. He argued this was incorrect, as the deposit had been made with a Wise debit card in his name, and despite providing evidence, live chat support did not address his concerns. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries and reminders. The player retained the option to reopen the complaint if he chose to resume communication.
Lucky Ones Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: NZ$1,000
Lucky Ones Casino
Safety Index 3.2 Very lowCase summary
Discussion
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4 weeks ago
On May 21st, 2026, I submitted a valid local bank transfer withdrawal for $1,000 NZD after a successful gaming session at Lucky Ones Casino. Shortly after, the casino completely voided my winnings and cancelled the payout, citing a Third-Party Payment System (3PPS) violation under their terms.
This flag is completely incorrect. The deposit was made using a Wise debit card ending in 9844. This card is an authorized payment instrument issued directly under my exact legal name, C****** R****, which matches my casino player profile perfectly.
Front-line live chat support has refused to look at my evidence, confusing the Wise app's promotional layout text with the actual cardholder name. I have clear, undeniable screenshot evidence showing my name directly linked to the card number ending in 9844, alongside the corresponding transaction receipt to their billing processor (Tcp Lom) on May 11th.
Because my legal name is stamped on the payment method used, no third-party violation has occurred. The casino is wrongfully withholding my legitimate winnings. I am requesting Casino Guru's assistance to mediate this dispute and force the casino to reinstate my $1,000 balance
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3 weeks 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- How many deposits have you made into this casino so far?
- Have you used the Wise card for all of your deposits?
- Does the name on the card used for depositing match the personal information registered in your casino profile exactly?
- Have all your other identity documents been successfully approved and verified by the casino?
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
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2 weeks ago
Dear Twistedthinker,
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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1 week 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,
Veronika
Casino.Guru
