LuckyBear Casino - Player's account has been closed with no explanation.

Hello. LuckyBear Casino blocked my gaming account. No explanation or anything else was given. Initially, my entire gaming balance was debited, even my bonus account was wiped clean. Then my account was completely blocked. I was asked to provide proof that I was the account owner. They asked me to provide a screen recording of me logging into my account, a screen recording of my payment system, or a screen recording of my wallet with payouts when I deposited funds into the casino. They also asked me to provide the time and date of my last payments to my gaming account. I provided all of this, but I received no response from them, only a silent denial and a response like, "There has been abnormal activity on your gaming account." I honestly don't understand what they meant by that statement.

I am contacting Casino Guru to request assistance in resolving this complaint and restoring my account balance.

Thank you.

P.S. I can't upload all the screenshots, the maximum has been exceeded.

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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.

• What types of games did you play to accumulate your winnings?
• Could you also please send me a link or a screenshot of the bonus you activated and played with?
• Which payment methods did you use to deposit funds into your casino account and how many deposits did you make?

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

I don't remember the exact names of the slots, but I rarely played them, mostly betting on sports (hockey, football). I can't log into my account to send you a screenshot. I deposited into the casino through the Bybit exchange with USDT via the BNB network (BEP20).

When should I expect an answer?

Hello Denis444,

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

Dear Denis444

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Kind regards

Veronika