Lucky Ones Casino - Player's withdrawal has been denied.

My name is Bryan ***** and on June 14th, 2026, I was using the website, www.luckyones.com , to gamble and I won a substantial amount - around $48,000. After a period of using my winnings to continue playing, I decided to WITHDRAW my winnings. At that time, I began the process of withdrawing $48,000. I was notified that I would receive 2 payments of $6000 - one on June 20 and the other on June 21. This amount totalled $12,000 leaving a balance of $36,000 left to be sent to me. The monies did arrive on those dates and I was told I would have to wait until the following week for another payout due to weekly restrictions. I accepted and waited but no payments arrived.

I emailed several times, tried to talk to someone on the CHAT feature of the site and the only thing I kept hearing is that there is a process being followed. I was notified around June 22 that my winnings were not going to be awarded due to the fact that: "Following a recent review, it was determined that multiple accounts were created under your details, which constitutes a breach of our platform's policies. As a result, your account balance has been adjusted, and any pending payments have been voided." Needless to say I was utterly appalled.

I used this sitem (luckyones) in the past and then decided to delete the account. I kept getting emails asking me to rejoin which I eventually did a couple of months back, using the same email address, personal details - everything! The Verification information was also the same that I used previously. At no time did I have multiple accounts open on this site. This is a total LIE.

Keeping with this, all that sent was an email saying that they have deleted my account even after I requeted evidence that I had "multiple accounts" - no screenshots, no "other" email addresses, etc....

When this delay started two weeks back I knew that there was going to be an issue in receiving all my winnings. It was then that I started taking screenshots and keeping emails to show the pattern of delays and deceit. I have enough messages to prove well beyond a reasonable doubt that the delays were intentional and that you have no basis for your claim. What I find most entertaining is that I was given$12,000 as a sign of good will - really - my winnings was now a good will gesture.

If you can asssist it would be greatly apprecaited!

Sincerely,

Bryan ****

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Hello,

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.

• Could you please explain in more detail why you closed your initial account?
• Have you benefited from welcome bonuses on both accounts?
• Were you aware that you were creating a new account instead of logging into an old account after the casino invited you back?
• Could you please share the invitation you received? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas. Thank you for replying.

Here are the answers to your questions:

1. i decided to close my account about 2 years ago as i was no longer using it. I started to receive emails asking me to join again which I did. When I returned I was using the same email and all my verification information was still on file. I did not close the account and open a new one under a different email address or anything different. My account was reactivated with all previous credentials.
2. The welcome bonus was used after my first deposit. The bonus received was for a deposit made months before after rejoining the website.
3. I was not creating a new account. I was just reactivating the former one. When it was reactivated I inquired if I needed to be re-verified and was told that all previous information was still on file and not needed. I cannot stress that I DID NOT open a new account - my previous account was reactivated by LUCKYONES casino.
4. The email received to rejoin LUCKYONES was from many months ago and would have long been deleted from my email

I find it odd that LUCKYONES have not been required to show their proof that I had duplicate accounts? A simple document showing different logins, email addresses, IP addresses???

Honestly, I did not create duplicate accounts. Same one I used before was used upon reactivation.

thanks Tomas. Look forward to working with you in this inquiry.

Dear BRAMBRAM72,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear BRAMBRAM72,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lucky Ones Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Received this response today from LUCKYONES casino. They are simply trying to reword their previous comments except they are stating they have proof of duplicate accounts but due to security concerns cannot release them thus CLOSING MY CASE . Now such a response should prove even more their claims of many false accounts.

I have been thinking about my complaint all day today.

The amount of money that has not been paid out can make parts of my life so much easier. People play these games with the hope of winning and then dreaming what they would do with their winnings. Here it is, with luck, I became a winner and knew exactly how I would spend my windfall - no dreaming needed - and I am now in a situation where my winnings are being denied and the most craziest thing of all, is that they say they have "proof" but cannot release the "proof" due to security concerns. Hey, you have my permission to release all the accounts you say I had....please, with my permission, release them! Let me see these accounts and share them with this message chain. Sadly, you know full well that you have no proof as I only ever had one account!

To be able to keep someone's winnings because it was too much of a loss is a scandal and fraudlent. Imagine, you go into a casino in Las Vegas for the first time. You walk up to a machine, place a wager and win......the excitement, the joy, and the feeling of winning, among other feelings, is what you experience.....but then, the slot attendant comes and says because this was your first time in our casino and your first wager, we cannot pay out! It would never happen - why - because it would be the true definition of fraud!

I find it funny I received 12,000$ of my payout, it was then followed my an email encouraging me to use my winnings to spend more and I would receive a 10% cash back on my losses.....after this did not work, you devise an argument that I broke rules, hence relinquishing my winnings...and the kicker....they do not have to provide any evidence.....I think I have made my point!

FINAL EMAIL

 

As you are aware by now, I have asked CASINO GURU to investigate my complaint from last month where I was denied my winnings due to duplicate accounts.

 

I have stated over and over that I did not have duplicate accounts. After I ask for proof of such activities on my part, you say you have the proof but cannot release them for security concerns.

 

On Friday, I had a virtual meeting with a lawyer who deals with cases like mine all over the world - his niche is in cybercrime. He suggested, to show that I am willing to settle my complaint, and to have my investigation ceased with CASINO GURU, why not just make them an offer. So, upon his advice I have decided to make a one-time request for the outstanding funds - a certain percentage of the 36,000$ owed to me.  

 

Here is my one and only offer - $25,000 instead of the $36,000 - a decrease of just over 30%. This offer expires on JULY 27 AY MIDNIGHT MST (CANADA)

 

Awaiting your reply,

 

Bryan Bramwell

I have tried even negotiate a settlement by reducing the amount withstanding...they are not accepting and are still not willing to offer proof of these other accounts they allege I have used.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This is very telling. If they have all the documents to prove that I had multiple accounts, one would think they would jump at the chance to prove their case......why the silence....because they cannot prove anything! Step up LUCKYONES and do the right thing and pay the winnings I am owed!

Dear Casino Guru Team,

Please provide an email address to which we can forward all the necessary details.

Thanks

Dear Lucky Ones Casino Team,

Could you please send all supporting evidence to my email address?(martina.b@casino.guru)

Thank you very much in advance.

Dear Martina,

Following a detailed review, we can confirm that this was not a case of one previous account simply being reactivated, as the player claims. Our records show four separate account registrations associated with the player.

The account history is as follows:

Account 1:

Email address: bramwellb@outlook.com

Registration date: 2024-06-19 21:29:40

Closure date: 2024-07-01 21:46:30

Closure reason: The player stated that they no longer felt lucky and wished to try another casino. Live Chat.

Account 2:

Email address: bbramwell@mail.com

Registration date: 2025-02-13 22:20:42

Closure date: 2025-03-27 12:12:41

Closure reason: The player was dissatisfied with the bonus offers available to them. "I rarely get offers unlike when I first started" Live Chat.

Account 3:

Email address: bbramwell@zohomail.com

Registration date: 2025-10-17 03:00:31

Closure date: 2026-04-07 02:24:04

Closure reason: The player was dissatisfied with the rewards and preferred casinos offering weekly cashback. Live Chat.

Account 4:

Email address: bramwellbk@gmail.com

Registration date: 2026-05-11 06:25:57

Closure date: 2026-06-28 07:39:26

This was the latest account registered by the player and the account on which the disputed winnings were generated.

The above history demonstrates that these were separate registrations made at different times, rather than the reactivation of a single previous account. The player personally requested the closure of the earlier accounts for different reasons and subsequently proceeded to register further accounts without obtaining the casino’s express permission.

Our internal duplicate-account checks also connect the accounts through matching personal and technical information, including the same name and date of birth, related contact details, and use of the same browser. Screenshot attached.

Verification of the fourth account was initiated during the withdrawal process. The first batch of withdrawals, totalling $12,000, was processed before the subsequent account review had been completed. During the review, the connections with the player’s previous accounts were identified and the multiple-account breach was confirmed. The player was notified after the review was concluded.

The player has acknowledged having previously used and closed an account with us. However, the evidence demonstrates that the player subsequently completed several new registrations rather than merely reactivating one existing account. The player was therefore aware that they had previously held accounts with us but continued to create further accounts without obtaining express permission from the casino.

Clause 6.6 of our Terms and Conditions states:

"Each individual User may create only one (1) Account with the Website. It is your full responsibility to ensure that you do not open multiple Accounts on the Website, regardless of the status of any previous Account they may have owned previously, unless explicitly instructed and confirmed by the Website’s representatives."

Clause 6.7 also provides that accounts connected to the identity, ownership, or control of one person may be subject to the same sanctions.

The fact that the previous accounts had been closed does not remove the breach. Clause 6.6 expressly applies regardless of the status of any previous account. Furthermore, promotional or re-engagement emails do not constitute express permission to register an additional account and do not override the Terms and Conditions.

Under a strict application of these provisions, the casino was entitled to void the winnings generated on the fourth account and return only the player’s most recent deposit.

However, by the time the review was completed, $12,000 had already been processed and paid. After confirming the breach, the casino decided not to seek recovery of this amount. Instead, the player was permitted to retain the full $12,000 as a goodwill settlement.

The $12,000 payment was therefore not confirmation that the remaining winnings had been approved. It was processed before the multiple-account review was completed and was subsequently allowed to stand as a substantial partial refund of the player’s losses, despite the confirmed breach.

In view of the clear multiple-account breach and the fact that the player has been allowed to retain $12,000 rather than receiving only the amount of their most recent deposit, we consider the outcome proportionate and more favorable than the strict remedy available under our Terms and Conditions.

We believe that the circumstances, supporting evidence, and basis for our decision have now been fully explained. Accordingly, we consider this matter closed from our side.

The Lucky Ones Casino Team

Once again, I am not saying that I did not have these particular email addresses in the past as I have had them for different work related projects. I am 100% in agreement that those are my email addresses as bd in the same breath can state that they were not used for gambling. A quick Google search would have located these other emails addresses.

As for the information provided, a quick jump to an AI platform would generate this bogus information. Hell, if I wanted I could generate a picture of me marrying Marilyn Monroe quicker than the stuff they are trying to sell here with my so called duplicate accounts!

If this site is so bent on duplicate accounts why the payment of 12,000$? I would think there would they would have their checks and balances so as not to approve such a large payout??

that took all of 5 min to make with AI

I imagine it can’t be that hard to make up accounts for people who have their emails floating out in cyberspace this nulling their legimate winnings!!!

Dear Bryan,

Thank you for your patience and for taking the time to explain your position throughout this process. We understand how disappointing and frustrating this outcome must be, particularly given the amount involved.

After carefully reviewing the information provided by both parties, we found sufficient evidence that several separate accounts were registered using email addresses and personal details associated with you. You also confirmed that the listed email addresses belong to you and that you previously held an account with the casino.

Under our complaint-handling policy, players are responsible for ensuring that they do not create another account after previously using one, even when the earlier account has been closed. Based on the available evidence, we are unable to conclude that the latest account was merely a reactivation of the original account.

For these reasons, we cannot ask the casino to pay the remaining winnings, and the complaint will be closed as rejected. We appreciate your cooperation, and we are sorry that we could not provide a more favorable outcome.