Luckychoo Casino - Player's account has been closed without explanation.

In February 2025 I registered in the casino, made my first deposit and start playing. After I completed wagering and got winning I couldn't log into my account and at last the website got unavalable for me. I didn't get any explanation regarding this from casino. I had active balance. I'd like to get information what hapenned and return my amount back. I hope for your support.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble accessing your account and the lack of communication from the casino.

To help us understand your situation better and assist you properly, could you please clarify the following:

• Could you confirm the date and amount of your first deposit?
• Did you receive any emails or messages from the casino before the website became unavailable for you?
• Have you tried accessing the casino from a different device or internet connection, just to check if it might be a local issue?
• Do you have any screenshots of your account balance or confirmation of your deposit and winnings?

If you have any of this information or additional communication from the casino, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear bambambilulu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Petronela,

Please find replies to your questions below:

1. I registered account in casino and made my first and only deposit on 12.02.2025, amount 54.95USD equivalent to 55USDT, because I paid with crypto wallet.
2. No I didn't receive any email from casino regarding any restrictions of the website.
3. Yes, I tried to open website with other device but issue was the same.
4. Unfortunately I don't have screenshots from casino website. I have only an email confirming that my deposit to the casino was successful. I forwarded it to your email address.

Hello,

Thank you very much for your response and for forwarding the confirmation of your deposit.

To better understand the situation, could you please let us know what exactly happens when you try to log in to your account?

• Do you receive any specific error message, or does the website simply fail to load?

Thank you in advance for your reply.

Dear Petronela,

When I put casino website address in browser 502 Error appears and it fails to load.

Hello,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear bambambilulu,

Thank you for your patience and for providing all the details we’ve requested so far.

Since it seems that the casino website is currently inaccessible for you and there has been no communication from their side regarding any account restriction, I recommend that you try contacting the casino directly via email at: support@luckychoo.com.

When writing to them, please describe your situation briefly and ask for clarification on whether your account is active and why you are unable to access the website. To help facilitate communication, feel free to CC me (petronela.k@casino.guru) in your message, so I can follow up directly with them if needed.

Please let me know once you’ve sent the email or if you receive any response from them — I’ll be happy to continue assisting you from there.

Looking forward to your update.

Dear Petronela,

Thank you for the information. I sent email to casino support. You are in CC.

Dear bambambilulu,

Thank you for confirming that you’ve already contacted the casino and included me in CC.

I’ve now followed up with the casino directly as well and copied you in the message. So far, we haven’t received any reply from their side, and I must admit the lack of communication doesn’t look very promising.

That said, I’ll keep an eye on any response that may come through, and you’re of course welcome to let me know if you hear anything from them too.

If there’s still no reply within the next few days, we’ll unfortunately have to close your complaint as unresolved due to the casino’s lack of cooperation.

Dear Luckychoo Casino Team,

I’m following up on the email sent regarding the player bambambilulu, who has been unable to access your website or her account.

We kindly ask you to respond to this matter. If we don’t hear from you soon, we will be forced to close the complaint as unresolved due to lack of communication.

Thank you in advance for your cooperation.

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 bambambilulu,

Unfortunately, since we haven’t received any reply from the casino despite several follow-up attempts, we are now forced to close your complaint as unresolved.

I’m truly sorry that we were unable to help you reach a resolution in this case. It’s always disappointing for us when a casino chooses not to cooperate, as it leaves us without the means to assist our players further.

Since the casino operates without a valid license, unfortunately there is no official authority we could recommend you contact to escalate your complaint.

Thank you for your patience throughout the process, and I hope you’ll be able to find a more responsive and properly licensed operator in the future.

Best regards,

Petronela

Casino.Guru