LuckyAnon Casino - Player is banned after winning funds.

Bonjour ,

j’ai joué sur ce casino . J’ai gagné 49000$ . Et ensuite il mon banni . Je n’ai eu aucun retour de leur part rien . Pouvez vous les contacter .

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Dear FiLouYe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

Good morning,

I only have a day on slots.

The casino didn't ask me for kyc

I had used the welcome bonus that I had successfully completed.

Hello,

The player in question claimed he was from Norway during a VIP transfer request with our Client Team, however, upon further investigation it became clear he was based in France which is a restricted geo by the Anjouan Gaming Authority from which we are licensed by. Upon learning his true location our Risk and Compliance team proceeded with closing his account as required by law.

In the below images you can clearly see that the player admitted to being in France, as well as connecting from a residential (non-VPN) IP address in `Paris.

In addition, Gameplay is fully restricted when connecting from France as shown in the last image below.

Alors pourquoi vous m’avez laissé jouer au début ? Mais deux premiers retraits vous avez mit plus de 4h à les payer car soit disant vous faisiez des vérification pousser . Bizzarement la pas de soucis que je sois français cela ne vous déranger pas . Par contre quand je demande une énorme somme la c’est différend vous me bannissez direct ahah .dailleurs vous dites que la France est inertdit mais c’est bizzare hier sur votre site c’était pas écrit ? Et bizzarement vous avez rajouter la France en pays banni juste après la plainte c’est dingue quand même ? J’ai bien sûr des preuves vidéos de ça avec la date si il faut car je savais très bien que vous allez modifier vos règles pour rajouter la France après ma plainte dans vos conditions 🙂 et aussi je tient à préciser Guru que le casino est totalement accessible en France . Je n’avais eu aucun message m’interdisant de jouer depuis mon territoire .

I also forgot to specify that when I arrived on the site from a French ip I was able to register without worries and in addition the site may be in French. So what's the point of putting the French language in the languages available on your site if you banned French? I have never seen such a misleading and dishonest casino

The following is the formal position of our Risk & Compliance department on this dispute. It constitutes our final decision on the matter.

1. France is a restricted jurisdiction under our license.

Our operating license prohibits us from offering services in France. This is publicly verifiable on any reputable casino review or licensing-authority website. The availability of the French language on our platform does not constitute an offer of service to France. French is an official language in numerous other jurisdictions where we are licensed to operate. Gameplay from a French IP is hard-blocked at the platform level, even with full access to the website, a player connecting from France cannot place a wager without circumventing our geographic controls.

2. The breach is circumvention of a restricted geography.

Our records show access to the platform via a VPN endpoint in Norway, used to obscure a true location in France. The breach is not the use of a VPN per se, it is the deliberate circumvention of the geographic restrictions set out in our Terms & Conditions, which every player accepts at registration.

3. The withdrawal triggered additional compliance obligations.

Larger withdrawals are subject to additional compliance review. This is a regulated obligation, not a discretionary step. The fact that smaller earlier withdrawals were processed does not exempt a subsequent larger amount from further review. We do not disclose the specific signals, thresholds, or methods that form part of our compliance program; doing so would compromise the integrity of those controls for every other player on the platform.

4. Outcome required by our license.

Where a player is found to have accessed the platform from a restricted jurisdiction by circumventing our controls, our license requires us to close the account and refund verified deposits. Winnings accrued from play that should never have taken place are forfeit. This is not a discretionary commercial decision; it is the regulated outcome, and consistent application is a condition of holding the license.

The account has been closed and verified deposits refunded to the original payment method. This is our final decision on the matter.

I was able to access your site and create an account from France without using a vpn. I have no restrictions no message forbidding me to play at your place. If all casinos do as you do, he would lose 95% of their customers. However you, you are new so no worries for people from restricted countries you accept them with pleasure so they are losers until a player places a big withdrawal there you banish him because you surely do not have the necessary funds to pay for it.

Thank you both for your replies and for providing the previous details.

Please note that if you accessed the casino from a restricted country by using a VPN, this would be considered a violation of the casino’s terms and conditions.

• FiLouYe, could you therefore clarify whether you used a VPN to log in or access the site from a different (unrestricted) country or how were you able to access the Casino?
• Additionally, could you please provide any supporting evidence or communication you had with the casino? This may include screenshots, emails, or chat records. You can send the documents to petra.h@casino.guru or upload them directly in this thread.

Thank you again for your cooperation.

Good morning,

I had a vpn to activate because I still have one to activate. It's basic to play on pragmatic or hacksaw on stake. So I'm used to always letting them activate. And except when I registered I saw that French players were not banned so I didn't ask myself any more questions I registered. Knowing that I watched after with or without vpn from France I can access, register and play on this site without problem without having an access block on their part. And for the condition of the vpn prohibited in their rules all casinos put it I think you know it. I find it just unfair to ban me for this condition when when I had lost money that I had re-deposted it doesn't bother them that I had a vpn but obviously when I win a large sum he doesn't mind banning me with this condition. I find it degeulasse. I had information that the casino did not have the necessary funds to pay for my withdrawal according to a source but in short. I also did an audit with pragmatic and their game license.

Dear FiLouYe

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 Peter (peter.c@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,

Petra

Hello there,

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

I would now like to ask LuckyAnon Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Here is one of the messages that the casino had sent me to make me want to play. Another thing they didn't respect.

Thank you for the update LuckyAnon Casino representative. Would it be possible to provide me with evidence of how the player went around this restriction in the first place? Additionally, would the player not be allowed to play in the casino if they registered in France in the first place? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter, the requested information has been sent to your email.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Peter. I will do my best to help the mediation process to move towards successful resolution.

Dear LuckyAnon Casino, I have now familiarised myself with this complaint, and there seems to be several issues regarding your statements. I would also like to apologise in advance, if the below sounds hostile. It is not meant as such. It is hard to state facts without sounding rude or accusatory, in written form. Please, bear this in mind going forward. Thank you.

France is a restricted jurisdiction under our license.

This is correct. Since registration does not require to input any personal details (neither does the profile section), and deposits/withdrawals are initiated via anonymous crypto wallets, the only way to prevent players registering from restricted countries is to apply regional lock.

I have accessed your website with French VPN and registered an account with no issue, not even a pop up informing me of France being restricted. I am able to deposit and play as a regular user.

I can also confirm that our review of your casino is from 31st January 2026, and at the time France has not been on the list of restricted countries in your T&C, which implies those have been added only recently.

The breach is circumvention of a restricted geography.

This is the point regarding player's VPN usage. I have found an internal note from your affiliation team, dated 22nd April 2026, stating that VPN is allowed. Also, I have not been able to see any term within T&C stating VPN to be prohibited.

The withdrawal triggered additional compliance obligations.

This point is meant mainly for FiLouYe to provide context - this is a standard AML procedure, that all casinos have to comply with, as it is governed by international law. Any large deposit and withdrawal requests needs to be verified, to prevent money laundering and terrorist funding. Your withdrawal is falling under this category due to the sheer amount, and this was to be expected.

Outcome required by our license.

This is incorrect. Voiding player's balnce and refunding the deposit was purely decision made by the casino management. Regarding players engaging with the casino from restricted terriroty, Anjouan Authority states the following:

• NOTICE TO PLAYERS: Participation in internet gaming from the aforementioned territories is strictly prohibited. Individuals accessing this site from excluded jurisdictions do so at their own risk. The Anjouan Gaming Board and the Anjouan Offshore Financial Authority hereby declare that any disputes, claims, or complaints arising from players situated within these territories fall entirely outside the regulatory scope of the Anjouan Internet Gaming License and will not be entertained.

With the above in mind, it seems like the casino has not implemented any regional locks and the security team only checks accounts withdrawing larger amounts of money. This is seen by Casino Guru as insufficient security on the casino's side, as it allows players from prohibited countries to register, deposit money, play and even withdraw smaller amounts of money, without triggering KYC verification. If this player have not won large amount, I assume he would be allowed to play further without intervention, despite playing from prohbited territory.

Therefore, unless new evidence is provided, I believe the player is entitled to his winnings and would recommend returning the voided amount to his e-wallet, then subsequently close his account in line with the new list of restricted countries and VPN usage. I would also recommend to implement regional blocks for restricted countries, as well as adding clear statement about VPN being allowed - or not - into the general T&C, for future reference.

In case you have further evidence or a different solution in mind, feel free to contact me via e-mail at matej.l@casino.guru, or reply directly to this thread. Thank you.

Hello Matej, pleased to meet you and thank you for seriously considering my complaint 🙂. What bothers me is that I had read all the conditions before registering. I always do it at every casino where I play to avoid this kind of problem. I hope we will be able to solve this problem because despite it is a substantial sum that would really change my life.. Have a good day.

Hello Matej, we will follow up via email with all data and the full situation within the next 24 hours.

Dear LuckyAnon Casino, have you managed to finish the investigation? I have not received any message yet. Thank you.

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.

Matej, thank you for taking this over. Responding to your points.

Regarding our Terms of Service

France is a restricted jurisdiction under our license, as you confirmed. This is set by the license, not by our Terms. Independent review and licensing sites list an operator's restricted geographies on the basis of its license, and France appears there for us. Section 6 of our Terms has at all relevant times covered France with the following clause regardless of explicit mention. Naming it explicitly was a clarification, not a new restriction.

Section 6.3

and any other location from which use of the Services is not permitted under applicable laws or regulations or where provision of the Services would require licensing or registration or which is embargoed by the United States of America, the European Union or the United Kingdom (the "Prohibited Jurisdictions") are not permitted to access the Website or the Services. These restrictions apply equally to residents and citizens of other jurisdictions while they are located in a Prohibited Jurisdiction.

Regarding Geo-Blocking

Geographic enforcement is handled through our game provider agreement, under which only the jurisdictions permitted by our license are enabled for play. France is not among them, and we cannot override it. Additionally, as seen below, we enforce a geo-block modal for all restricted regions including France, which prevents any player from playing any game on the platform from a restricted GEO, such as France. If you hold a player ID that launched a real-money Pragmatic Play game from a French residential IP, please send it to us. That should not be possible under the agreement with our game providers, and if it occurred we will raise it with the provider directly. The player in this case was able to wager only by presenting a Norwegian location.

The breach is the circumvention of the geo restriction and the misrepresentation of location, not VPN use in general. We do not prohibit VPNs and do not rely on that. Section 4 of our Terms prohibits using any method to circumvent a security or integrity measure.

Section 4.1

You are accessing the Website from a jurisdiction in which it is legal to do so, and will not use our Services while located in any jurisdiction that prohibits the placing and/or accepting of bets online and/or playing casino and/or live games or which otherwise prohibits access to or use of the Services;

All information that you provide to us during the term of validity of these Terms of Service is true, correct and complete, and that you will immediately notify us if any such information changes;

You will not use or access the Website or Services for any purpose that is (1) illegal under any law applicable to you or (2) prohibited by or in breach of these Terms of Service;

Section 4.2

We will be entitled to close, suspend, or restrict your LuckyAnon Account in whole or in part (including restricting access, gameplay, withdrawals, or any combination thereof) in the event of a breach of any of the above representations, warranties or covenants, or if we consider it likely that there has been or will be any such breach. We may also close, suspend, or restrict your LuckyAnon Account if asked to do so by the police, any regulatory authority or court. We are under no obligation to disclose the specific basis for any action taken under this clause.

In regards to the player who raised this complaint we are acting in full compliance with our Terms of Service as stated above.

Furthermore, the player was fully aware that France was a restricted GEO under our terms of service due to the fact that they lied about their true geo-location initially by claiming both here on casino.guru and to our support team that they were based in Norway, as seen in the screenshot below, which is a violation of our Terms of Service as stated above in section 4.1

All information that you provide to us during the term of validity of these Terms of Service is true, correct and complete, and that you will immediately notify us if any such information changes;

(Continued in Part 2 of response due to character limit)

(Continued Response)

This screenshot below shows that the player initially falsely claimed he was based in Norway.

This screenshot below shows the player clearly stating he was based in France, a restricted GEO, once we shared that we had un-disputable evidence he was connecting from a RESIDENTIAL IP address in Paris. We are able to differentiate between a VPN location and a residential IP. 

In summary, the player represented his location as Norway during a VIP transfer request and connected through a Norwegian endpoint, while his true residential location was Paris. This is consistent with his own statement that he routinely enables a VPN to play these titles. The only reason that the player misrepresented his true location in France initially is due to the fact that he was aware France was a restricted geo.

Based on the evidence stated above we acted in full compliance with our Terms of Service and restricted the player's account for the violations to our Terms of Service (section 4.2) for both playing from a restricted geo (section 4.1 and section 6.3) and falsifying information (section 4.1)

Section 4.1

You are accessing the Website from a jurisdiction in which it is legal to do so, and will not use our Services while located in any jurisdiction that prohibits the placing and/or accepting of bets online and/or playing casino and/or live games or which otherwise prohibits access to or use of the Services;

Section 4.1

All information that you provide to us during the term of validity of these Terms of Service is true, correct and complete, and that you will immediately notify us if any such information changes;

Section 4.2

We will be entitled to close, suspend, or restrict your LuckyAnon Account in whole or in part (including restricting access, gameplay, withdrawals, or any combination thereof) in the event of a breach of any of the above representations, warranties or covenants, or if we consider it likely that there has been or will be any such breach. We may also close, suspend, or restrict your LuckyAnon Account if asked to do so by the police, any regulatory authority or court. We are under no obligation to disclose the specific basis for any action taken under this clause.

Section 6.3

and any other location from which use of the Services is not permitted under applicable laws or regulations or where provision of the Services would require licensing or registration or which is embargoed by the United States of America, the European Union or the United Kingdom (the "Prohibited Jurisdictions") are not permitted to access the Website or the Services. These restrictions apply equally to residents and citizens of other jurisdictions while they are located in a Prohibited Jurisdiction.

Dear LuckyAnon Casino, thank you very much for this awesome, detailed response. Much appreciated. I have updated my notes accordingly.

Dear FiLouYe, I would like to understand the geo location problems surrounding this case. You mentioned you are French, then Swiss, and as per the live chat above, confirmed your geo location as Norway. Can you elaborate on this, please?

My next question is if you were using VPN at any point, to access games. I confirmed myself that it is possible to register with French VPN, but have you been prevented from playing games, unless VPN was used? Since you mentioned making withdrawals before, it indicates you were able to play games. To finish the timeline, I just need to know if you had to use VPN to play. Thank you.

Bonjour .

I said in the chat that I was Norwegian because after waiting for my withdrawals I saw in the casino's truspilot notices that German and French players had seen their winnings confiscated once they said they came from these countries so yes I said at that time not afraid that I came from Norway. And for the use of vpn in Norway, I very often have it activated on my phone because I play a lot at casinos and I am obliged to leave it activated to play my two favorite game providers which are pragmatic and hacksaw. And it's two suppliers who blocked the French players. But if when I went to the site and at the base I would have been blocked by a message telling me that France was forbidden I would never have played on it.

Thank you for the details, dear FiLouYe. After reading through the whole thread, and checking it against the evidence provided by yourself and the casino, I'm afraid I do not have good news for you.

While I agree that by not applying the geo-blocking - and at the same time LuckyAnon Casino being semi-anonymous and VPN friendly - can lead to issues like this one, there are important facts that have contributed to the decision being made that the complaint will end up as rejected on our side.

Main issue is your usage of VPN to play games. This, alongside of your confirmation above, shows knowledge of the restriction applied by the game provider, and conscious decision to circumvent these blocks on your end. Casino Guru always advises the players in case they find certain games blocked, to speak with support staff about the availability and VPN use. You have also confirmed previous knowledge on Pragmatic Play worldwide block of French players.

Providing false statement about your whereabouts to the support agent further confirms knowledge of your country of residence being a problem, which should have been resolved with the support staff before you engaged in gameplay, or at the first instance of realising the issue. Overall, the intentional engagement with prohibitent content is supported by evidence and your previous statements, which leads to the conclusion of breaking the T&C of the casino.

In the future, I would strongly recommend always speaking with the support agents regarding restricted countries and restricted games beforehand, to avoid problems later on.

Going forward, although the LuckyAnon Casino has updated the list of restricted countries, I would still recommend implementing regional blocks for all restricted coutnries, to avoid similar issues in the future.

I will leave this complaint open for a while longer, to address any quesitons you may have, and to leave space for new evidence to be presented, if available.

As there has been no further response from FiLouYe, I assume everything has been explained properly.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.