LuckyAnon Casino - Player’s account is restricted for alleged multi-accounting.

Complaint Title: Account Restricted for "Multi-Accounting" - Casino Refuses Official ID Verification

​I am opening this complaint to seek your mediation with Lucky Anon regarding a rejected withdrawal and an unjust account restriction applied on August 28, 2026

When my withdrawal request failed, I contacted Lucky Anon's live support and was informed by a representative named that my account was restricted due to alleged "multi-account activity" flagged by their fraud detection team. The representative stated that their security systems accurately detected this activity, that the decision was final, and they refused to provide any evidence.

​I register on online platforms exclusively using my single, real identity and official identification documents. During the chat, I explicitly offered to verify my identity and prove that I am not multi-accounting. The representative dismissed this offer, stating they would not disclose specific security indicators and directed me to pursue the matter through an independent ADR.

​Currently, my funds remain displayed in my account balance, but the account is completely restricted from making withdrawals. 

Relying strictly on an automated risk flag while refusing a player's genuine offer to undergo standard KYC verification is an unfair practice used to lock accounts. I am fully prepared to submit my official identification documents to the Casino Guru team to prove my single, real identity.

​I request that Lucky Anon either provide concrete evidence of this alleged multi-accounting to the Casino Guru mediators or lift the restriction, allow me to complete standard verification with my official ID, and process my pending withdrawal.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Halabaku,

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 that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you use any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you used any shared devices or a shared IP address while playing at this casino?
• 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,

Veronika

No. Im the only one from my household playing in this casino, never used a vpn with them and never claimed any bonuses. My isp provider uses a dynamic ip address for my connection not a dedicated one. Though there can be also other players from my region that use same internet provider. Adresses could look the similar but not same.

Hello Veronika, Player created multiple accounts from same device which is a violation of terms of service. Sent evidence to your email.

Players can use same devices all over the world and same country.

Dear LuckyAnon Casino Representative,

Thank you for reaching out and providing me with the evidence regarding the multiple accounts created by the player. We appreciate your cooperation.

Dear Halabaku,

Unfortunately, we have received evidence from the back office of LuckyAnon Casino confirming that multiple accounts were created from the same device. Moreover, both of the email addresses you used are also listed in your profile on our website, which provides further evidence that both accounts belong to you.

Please note that creating multiple accounts is a serious breach of the casino's Terms and Conditions. Based on the evidence provided, we therefore agree with LuckyAnon Casino's decision to confiscate your balance.

For the reasons outlined above, we will now proceed to reject this complaint. Thank you for your understanding.

I am genuinely sorry that we were unable 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 encounter any problems with any other casino in the future. Whether you have a question, a concern, or a new issue that needs to be investigated, our team is here and ready to assist you.

Best regards,

Veronika