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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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