Lucky Ones Casino - Player’s withdrawal has been delayed.

I am an Austrian player and I would like to file a complaint against Lucky Ones Casino.

Lucky Ones is operating under a Curaçao licence and is not authorised to offer online gambling services in Austria.

According to Austrian Gambling Law (GSpG) and several decisions of the Austrian Supreme Court (e.g. 10 Ob 57/21a; 8 Ob 101/21y), all gambling contracts between unlicensed operators and Austrian residents are null and void.

Players are therefore legally entitled to request a refund of their losses.

I contacted Lucky Ones and requested:

1. A full transaction history (GDPR Art. 15)

2. A refund of my losses, since the casino is not licensed to operate in Austria

3. A clear explanation and resolution

The casino only replied with a generic message saying that "played funds cannot be refunded", completely ignoring the legal arguments and their own Terms & Conditions.

They have not provided any investigation result, no data disclosure, no proper answer.

Important:

I have found multiple resolved cases on CasinoGuru involving Austrian players, where Lucky Ones refunded the player’s balance and winnings after review.

So the casino has refunded other Austrian players before — but is refusing to handle my case properly.

I kindly ask CasinoGuru to assist me in resolving this issue.

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.

Dear Yasemin35,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Ich habe keine Auszahlung beantragt. Das Casino hat meine Auszahlung abgelehnt bzw. den Vorgang sofort zurückgewiesen.

Das Problem ist also nicht eine Verzögerung, sondern dass das Casino die Auszahlung überhaupt nicht zulässt."

Dear Yasemin35,

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.