Lucky Pays Casino - Player is unable to access her account.

Unable to access account as the screen does not load for 1 week. Now saying too many log in attempts. Tried to contact the casino and received no reply from the email provided. Online chat unable to help resolve the issue.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. To better understand the situation and assist you effectively, could you please provide us with more information by answering the following questions:

• Have you been unable to access the casino website for a full week, or is the issue only occurring when you try to log into your account?
• Could you please send me a screenshot of the error message you see when attempting to log in?
• When was the last time you contacted the casino regarding this issue?
• Have you tried accessing your account from different devices or browsers?
• What is the real money balance currently in your casino account?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I can access the website I’m just unable to get past the log in page. I’ve tried different devices and different browsers and nothing works.

I have contacted the casino on numerous occasions and I have emailed them three time the last time being yesterday. The screen I am getting is just a blank screen with the lucky pays logo on it like the picture attached.

the cash balance at present is 55000 euros. I have managed to withdraw some twice last week however I’m not unable to access the site for over a week. It allows me to attempt to log in once and then the screen goes blank. And then it says log in attempts exceeded.

Above is the email I receive this evening with no explanation of why they have closed my account and I haven’t breached any rules accept won 63,000

this is the screen that shows when I attempt to log in

Thank you for your responses.

Could you please clarify the following points to help us better understand your situation?

• What types of games did you play at this casino? Were they slot games, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without an active bonus?
• Have you contacted the casino to ask why your account was closed and what will happen to your remaining balance?

It was slot games, I did not use a bonus as the game I played did not allow bonuses. No bonus was ever applied.

I have contacted the casino on numerous occasion for them to reply with the above response twice and no further correspondence from them.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear lauren7ford77,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Lucky Pays Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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.

Dear lauren7ford77,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo