Lucky Star Casino - Player’s account is closed, and withdrawal is delayed.

Hello Casino Guru Team,

I am submitting a complaint against Lucky Star (lucky-star.gg and .com) and requesting your assistance in resolving a dispute regarding a blocked account and an unreceived withdrawal.

On May 30, 2026 at 2:02 AM, I made a withdrawal of $2,000 MXN via SPEI. The transaction is still showing as Pending and the funds have not arrived. I contacted the casino's support and was told to wait up to two business days. That time has passed with no resolution.

Shortly after, I tried to log into my account and found it had been blocked — without any warning, explanation, or prior notice. I have not broken any rules or terms of the platform.

The fact that my account was blocked immediately after a pending withdrawal is, in my view, a clear indication of bad faith on the part of the operator.

Casino details:

- Website: lucky-star.gg

- License: 8048/JAZ 2018-040 (Curaçao, issued to 1win N.V.)

My details:

- Full name: [hidden by Casino Guru]

- Email: [hidden by Casino Guru]

- Phone: [hidden by Casino Guru]

- User ID: [hidden by Casino Guru]

I am happy to provide screenshots of the pending transaction and blocked account as supporting evidence.

Thank you for your help.

Sincerely,

[hidden by Casino Guru]

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for KYC?
• Could you please send me a screenshot showing the error message you receive when trying to log in to your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Beezerbuilt,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the updates.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Was your account blocked immediately after you submitted your identity documents for the KYC? Which documents did you send to the casino for verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I only have one account and I live alone

Dear Beezerbuilt

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, Michal (michal.k@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,

Veronika

Hello Beezerbuilt,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Lucky Star Casino to join the conversation.

Dear Lucky Star Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Beezerbuilt,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru