The player from Greece faced account issues after winning and requesting a withdrawal, which was denied due to mobile phone verification problems. Despite efforts to comply, including attempting to provide necessary documents, his account was blocked for security reasons, preventing access and the retrieval of his winnings. The complaint was marked as resolved by the player after communication with the Complaints Team. The resolution details were not specified, but the case was closed with the player's confirmation.
Luckygem Casino - Player's account has been closed.
Resolved
Our verdict
Case closed
Amount: €120
Luckygem Casino
Safety Index 1.8 Very lowCase summary
Discussion
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6 months ago
Translation
I signed up for the casino, verified my email, made a deposit and won the above amount, I requested a withdrawal, they accepted it and after a few hours they denied it, the reason being that I did not verify my mobile phone. I tried countless times to verify via SMS as they requested but the message never came to me. I talked to them, explained and they told me that I had to provide a document from my mobile provider, which is a prepaid phone, I replied that I don't receive the SMS and that I can send whatever official government document they want that confirms my mobile, but they were adamant that they want a document from the provider!!!, in my attempt to contact the provider to see if I could get some document I see that I can't even log in anymore!!!, I talk again and they tell me that my account has been blocked for security reasons and they will send me an email with a new code, no answer to my question. And now of course I can't even access the page, all I want is to get my money
Automatic translation:
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6 months ago
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.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you didn't provide any documents to verify your identity?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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6 months ago
TranslationIs there any progress, they opened my account, I managed to verify my mobile, but they are still canceling my withdrawal. The money was not won from any bonuses, it was all from slot machines, and they have not asked me for any documents to provide, I will try to talk again to see if they ask for something new.
Automatic translation:
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear XRYSOSTOMOS,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
