Lucky Spins Casino - Player's account has been closed and winnings confiscated.

I am writing to request your assistance regarding a serious issue I have encountered with LuckySpins Casino. My account was recently permanently closed and my remaining balance confiscated, despite the fact that I have always been very careful to follow all terms and conditions.

Here is the message I received from them:

**"Dear [name hidden by Casino Guru],

After thoroughly reviewing the activity on your account at LuckySpins and its sister casino brands, we have found practices that violate our Terms and Conditions.

Specifically, under section 11.3, players are not allowed to use or implement any new or known betting techniques while using our website, and according to the bonus rules, betting more than EUR 0.5 per line is strictly prohibited.

In accordance with this policy, your account has been permanently closed and the remaining funds have been confiscated.

We take integrity and fairness on our platform very seriously, and these measures are necessary to protect the gameplay experience for all players.

This decision is final and will not be changed.

Thank you for your understanding.

Best regards,

Scarlett"**

I strongly disagree with this decision for the following reasons:

I did not use any betting strategies or systems that violate their terms.

I was fully aware of the EUR 0.5 per line betting limit during bonus play and made sure not to exceed it.

I was very careful with my gameplay and followed all rules.

The casino has not provided any detailed evidence of what I supposedly did wrong.

This feels like an excuse to confiscate my winnings unfairly.

I believe this treatment is unjust and against fair play principles. I

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

Whilst having an active bonus the maximum bet allowed is €/£/$5 per spin, €/£/$0,5 per bet line or for card and table games the total maximum stake is €/£/$5 until wagering requirements have been met. This includes double up wagers, gamble features or buying features. Any games that have an in-game option to choose a no-commission functionality. Lucky Spins reserves the right of voiding bets and winnings resulting from bets of larger amounts as well as applying a wagering penalty on current bonus(es). Unless otherwise stated, bonus(es) will be wagered in the order they are given to you and can only be wagered one by one.

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Dear Veronika,

Thank you for your response.

I want to strongly emphasize that I did not violate the bonus terms and conditions, including the €0.5 per bet line and €5 per spin limits. I was well aware of these rules and took extra care to ensure my gameplay fully complied with them.

The casino has failed to provide any concrete evidence or detailed logs to justify the claim that I broke the rules. Simply quoting the terms without proof is not acceptable in a case where real money is being confiscated. This feels like a deliberate attempt to avoid paying out legitimate winnings by falsely accusing players of violations without transparency.

I Played 100% to 200e and 100 free spins. I did not brake the rules.

I kindly request that you ask LuckySpins Casino to provide exact game rounds or a session log where the alleged violation occurred, so this matter can be investigated properly. I am also attaching my game history (or I will send it shortly), as requested, and the link to the bonus I used.

I expect fair treatment in line with the Fair Gambling Codex, which includes the right of the player to a transparent and just process.

Thank you for your assistance.

Hello, U can ask the game date from luckyspins and see that i did not brake any rules i am 100% sure. They deleted my account that i cant log there.

Hello, is anyone gonna work on it?

Have you requested the casino to send you your gaming history in Excel format, covering the period from the moment you activated the bonus until the moment you requested a withdrawal?

If you haven’t done so yet, please send this request to the casino via email. Once you receive the Excel spreadsheet, kindly forward it to me at veronika.f@casino.guru.

We need this document to proceed with the investigation of your case. Thank you for your understanding and cooperation.

Hello, They dont answer to me thats why i am asking your help please.

Could u ask them?

I have sent them 10 difrend emails they dont answer i need your help.

Hello, can u guys answer?

Please forward me all the communication between you and the casino regarding the closure of your account. Kindly include the messages you received from the casino as well. Thank you for your patience and cooperation.

Its literly the message whats in the first of this converststion after that they havent answered. Please help me and send them a message.

After thoroughly reviewing the activity on your account at LuckySpins and its sister casino brands, we have found practices that violate our Terms and Conditions.

Specifically, under section 11.3, players are not allowed to use or implement any new or known betting techniques while using our website, and according to the bonus rules, betting more than EUR 0.5 per line is strictly prohibited.

In accordance with this policy, your account has been permanently closed and the remaining funds have been confiscated.

We take integrity and fairness on our platform very seriously, and these measures are necessary to protect the gameplay experience for all players.

This decision is final and will not be changed.

Thank you for your understanding.

Best regards,

Scarlett"**

Thank you for your reply. However, I have not yet received any emails you sent to the casino with the requests for your gaming history. Please forward your attempts to contact the customer support to me at veronika.f@casino.guru.

i sent it now, u did not ask for it thats why i havent sent it? How long this is gonna take i have gave u plenty of proof still u guys havent asked the casino. Please help me.

I get response every 4-5 days it has been almost a month and still u guys havent sent them a message.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank u

Hello there,

Thank you javaidzain21652 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Spins Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

Yes they say stragaties or something weird

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.

Why didint u guys send them email?

I have tried to contact Lucky Spins Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. 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 rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Lucky Spins Casino. We received the following message:

Good morning Casino Guru and javaidzain21652,

After reviewing the case we have decided to pay out the winnings as a show of good faith. The funds are now reinstated in the customers account and he can request a withdrawal.

Dear javaidzain21652, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear javaidzain21652,

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.

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,
Peter
Casino.Guru

We’ve reopened this complaint at the request of Lucky Spins Casino. We received the following message:

Kindly note that we have reinstated the winnings and reopened the customer's account after an internal review of the case.

Dear javaidzain21652, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear javaidzain21652,

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.

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,

Peter