The player from the United States had been banned from the casino after being booted from his account shortly after receiving a $300 tip. Despite having only one account, support had claimed the ban was due to multiple accounts and had not responded to the player's appeal for two to three days. The Complaints Team had concluded that the casino was classified as a social casino, which was not part of their database at the time, and thus they could not facilitate dispute resolutions related to it. Consequently, the complaint had been closed. Later, the player's case was reopened, but after communication with the casino, it was confirmed that the account had been blocked due to linked fraudulent activity and multiple account usage. Player confirming usage of another account openly, lead to the complaint being rejected.
LuckyBird.io Casino - Player’s account has been closed.
Unjustified complaint
Amount: $300
LuckyBird.io Casino
Safety Index:HighCase summary
I had just gotten tipped $300 and was about to start playing then I got booted out of my account and when I logged back in there was multiple pending transactions for withdrawal and I tried to set up 2fa and once I was able to I got booted out again and I tried to log back in and it said that I was permanently banned for multiple accounts when I only had one so I tried to message support and they said I got banned for violating terms and conditions and if I wanted to appeal it I had to email the head guy or whatever and so I did that and it’s been two or three days and still nothing and the support won’t reply to any of my messages so my girlfriend made an account to try and get them to respond and when they did they flat out said that it won’t be unbanned
Dear Geezy21m,
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.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Could you please specify if the person who tipped you $300 lives in the same household as you or uses the same IP?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Yes my girlfriend has an account but hardly ever uses it and I have passed the kyc I had wagered over $250,000 and the person who had tipped me doesn’t live or use the same ip address I also have screenshots of the live support agent telling me what I need to do to appeal the account ban I also have screenshots of what I needed to do and screenshots of her conversation with the live support
And also the live support agent which is named Rico gave me an email to submit the request for my account to be unlocked and the email is tony@luckybird.io but when I typed in the email it popped up as Rico from lucky bird and next it is the email he told me to send all my information to for the request
Thank you for providing me with the screenshots.
Unfortunately, we have just found out that Luckybird.io is a social casino. Social casinos are not part of our database, and as a result, we do not engage in facilitating dispute resolutions related to them.
Therefore, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.
Dear Geezy21m,
Due to recent changes in our policy, we are now able to reopen and address complaints related to social casinos and sweepstake casinos. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Geezy21m, nice to meet you!
My name is Matej, and I will be more than happy to assist with this case, going forward. Could you please confirm if you are still interested in this matter and whether I shall try to contact the casino representatives, to see if we can resolve this problem to overall satisfaction?
Thank you very much for the confirmation! I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of LuckyBird.io Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with multiple accounts and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, it can be sent directly to me on matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
That’s perfectly okay with me but I will say since they had banned my account I did end up taking over my girlfriends account because she never really used it and because I figured my account was a goner but if I’m actually able to get my account back I will be 100% willing to completely delete the account that I have taken over from my girlfriend
In regards of additional information about the multiple accounts so apparently since my girlfriend had made an account and we share the same ip address it wasn’t a problem until she had won a little bit of money then they decided instead of banning her account which hadn’t had as much time and money invested into it they decided to ban my account which I had invested a lot of time and money into and quite honestly I don’t think that they should have just up and completely banned my account they could have reached out and asked me to clarify if I was using multiple accounts or allow me to explain why there was multiple accounts shown on my ip address but their support team is very rude and unprofessional because when I tried to reach out after they banned my account the support staff told me to email the head guy which I did multiple times and when I asked the support team why they had banned my account they just kept replying back with email Tony or just completely ignoring me
And mind you they claim that I was supposed to get a reply within 48 hours and it’s been well over a month since I had emailed them and to this day I still have yet gotten a response back
Thank you for the additional information provided.
I am currently trying to reach Tony, to see if the casino would be interested in resolving this issue.
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.
I have managed to reach Amy, and sent her all the requested information via e-mail.
Been told that this case will be escalated to the inspection team for a review, and then they should let us know the results. Due to this new developement, I am resetting the casino timer.
Hello, I have just replied to the casino's last message, waiting for confirmation of one last detail, before posting here. But I can confirm that Amy is talking to me via e-mail, and soon there should be a resolution - one way or the other. I believe we'll be able to close this issue before the end of this week.
Dear Geezy21m,
Unfortunately I do not have good news for you. After talking to Amy, I can confirm that the account has been blocked as a result of an internal investigation, which has linked your account to fraudulent activity and multiple account usage. Given the fact that you have confirmed using your girlfriend's account openly in this thread (and via live chat conversation evidence too), that is indeed a violation of the casino's Terms & Conditions. All this leaves me with no claims for further discussion. Due to the aforementioned reasons, this complaint will now be 'rejected'. I am sorry I could not be of more help on this occasion, but please, do not hesitate to contact us if you run into any issues with any other casino in the future.
