Lucky Wolf Casino - Player’s account is closed and funds are withheld.

Hi guys,

I have been enjoying luckywolf casino for the last 2 or so months.

I have an account with a certain email, I lost access to that email so I created a new account.

Due to the fact that I logged in to my luckywolf account using my old email to check if I had any funds in there I am "not telling the truth".

I had a good session last night and I won nicely.

I used TRX to withdraw 3 times during the session to secure my profits.

I woke up this morning to see that my funds hadn’t arrived.

I reached out to support and they said I entered a certain address to withdraw which wasn’t the address that I actually used.

I finally got through to support and they said my account is on hold due to possible fraud.

I then try and login to my account only to find out it is suspended.

They say I violated their terms of service by having "multiple accounts", I have been depositing on my new account since I lost access to my old email.

This is such a shady move by LuckyWolf.

They also state that I withdrew more than I deposited as a reason for the suspension which is the entire point of gambling?

If you are from South Africa (like myself), LuckyWolf is enticing for Hacksaw games, I don’t think it’s worth playing on LuckyWolf (a crypto casino) if you thought you were gambling in a decentralised way.

All I want is my money that I won.

I never cheated/gamed the system, I just wanted to gamble and have a good time (and I won).

Casino’s like LuckyWolf aren’t worried about reviews like this, I just lost a lot of money that I actually won and they took that away from me.

This is my last response from them "We can not stop you from do whatever you feel you must do but make sure to tell also everyone the reason, because we have players that withdraw thosands and paly every day but they are doing it without breaking any policy".

Shouldn’t this be illegal or something?

How can they just withhold money?

Dear dario1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Wolf Casino.

Please understand creating multiple accounts is considered against the rules in most online casinos. In such cases, casinos may withhold your balance. If you did so deliberately, we might not be able to assist you.

1.11 In the event that you open or make an attempt to open multiple Member Accounts for any reason, we reserve the unilateral right to suspend or terminate any or all of these accounts at our discretion. Additionally, we may retain any funds or winnings found across accounts that appear to be duplicate or multiple, also at our discretion.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you accepted bonuses, such as welcome bonuses on both of your accounts?
• Have you contacted casino support when you couldn't access your email and asked for assistance? What response have you received?
• Was either of your account verified?

Thank you very much in advance for your reply.

Best regards,

Tomas

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.

Good day,

I have not had any welcome bonuses on my accounts.

I never contacted support regarding my loss of access to my email.

The only verified account was the one with my funds that are locked.

The value that they have locked is a lot of money and they need to at least refund me.

Dear dario1,

Could you please share your communication with the casino regarding the allegations regarding multiple accounts? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello,

The email you sent me on Saturday is empty.

Kindly send the information I requested to my email.

I'll wait for your reply.

Again, the email you sent doesn't have any attachments or images included.

Try sending me the evidence again via email or post them here.

Thank you very much, dario1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello dario1,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I have a few additional questions.

Have you received any confirmation from the casino team that you can create another account?

As you mentioned " I never contacted support regarding my loss of access to my email." What made you believe you could simply create another account despite the fact that you were still able to access your "old" casino account?

I will contact the casino to see if I can be of any help.

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

Dear Lucky Wolf Casino,

I understand that players are permitted to have only one account, and any additional accounts require approval from the support team. However, could you clarify what specific unfair advantage the player has gained by opening a second account? The player has stated that they haven't claimed any bonuses and achieved their win through standard real-money gameplay. Can you please verify this information? From what I gather, there were no restrictions on the player's original account, so I don't see how the second account would provide any unfair benefit. If there are other considerations that led to your decision that cannot be disclosed publicly, please feel free to share them with me at michal.k@casino.guru. I appreciate your attention to this matter and look forward to your reply.

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 Dario1,  

I have obtained further details from the casino team, indicating that there is evidence of simultaneous activity on both accounts, which typically constitutes a violation of the rules in almost all online casinos. The casino team is expected to provide their feedback shortly, and I hope this will help clarify the situation for all parties involved.

Dear Team

The customer in question had both accounts closed following a thorough internal investigation. Our findings confirmed that the individual had access to and was actively playing on two separate accounts simultaneously.

This conclusion is supported by deposit records and gameplay activity. There are multiple concerns associated with this behavior, which I will outline below:

Unauthorized Account Creation – This raises significant compliance concerns as it may indicate improper KYC verification. Additionally, there is a risk that the second account was used by an underage person, which would be a serious regulatory violation.

Abuse of Promotions & Bonuses – The second account was likely created to exploit promotional offers. As part of our marketing strategy, we collaborate with streamers and provide promotional incentives, including gift cards. We have identified cases where players create multiple accounts to unfairly benefit from these promotions, gaining an undue advantage over other participants.

Cashback System Manipulation – Our platform provides a cashback system based on player losses. In this case, the customer’s actions suggest an intentional effort to circumvent fair play rules. By using two accounts, they could hedge their bets—playing on one while ensuring a cashback benefit on the other—thus creating an unfair advantage that violates our terms.

Our Terms and Conditions, which all customers explicitly agree to upon registration, clearly prohibit the creation and use of multiple accounts. Furthermore, the customer initially claimed that they had lost access to their email, but our records show that they were actively playing on both accounts at the same time.

Given that this matter has been investigated, substantiated with transaction logs, and even acknowledged by the customer, we kindly request that this complaint be removed from Casino Guru as it is based on a clear violation of our policies.

The documentation has also been privately provided to the Casino Guru Complaint Specialist Team, clearly demonstrating that the customer was playing on both accounts simultaneously.

Best Regards,

Lucky Wolf Casino Support

Thank you for your detailed response and for the provided evidence, Lucky Wolf Casino Team.

Dear Dario1,

Following a thorough examination of the evidence submitted by the casino, I regret to inform you that I can no longer proceed with this case. You or someone that had access to your accounts has used both accounts simultaneously, which is a clear violation of one of the basic rules in any online casino.

Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned earlier.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru