Lucky Pays Casino - Player is unable to access his account after winnings.

I won 680 euros and I have tried to withdraw 550 euros from that. All of a sudden, I can no longer log in, I just get a blank screen no matter what device I try to log in with. I contacted live chat, and they went to through some solutions but nothing has worked. Told me to send a video to their email support. I feel like they’ve blocked my ip address so I cant log in anymore.

Dear Route96,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. May I ask you a few questions to better understand your situation?

• Could you please specify how long you’ve been experiencing difficulties accessing your account?
• Have you tried using a different browser to access the casino website?
• Have you cleared your cookies, cache, and browser history before attempting to access the casino again?
• Did you send a video of the issue to the casino’s customer support as requested?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Route96,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.