The player from Czech Republic attempts to withdraw 4863 EUR but encounters a KYC error after accidentally creating an empty account while logging in. After reporting this issue, the casino blocks both the second account and the player's main account, despite no deposits, gameplay, or bonuses associated with the second account.
Luckygem Casino - Player's account has been closed.
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Current status
Waiting for player to reply
6d 22h 54m 27s
Luckygem Casino
Safety Index 6.5 Above averageCase summary
Discussion
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Public
19 hours ago
Translation
I had 4863 EUR in my account -> I wanted to withdraw -> The system reported a KYC error - When trying to log in, I accidentally clicked on Google login - The system created an empty account which I immediately reported to support. Support blocked the second account - The casino subsequently blocked my main account as well.
Emphasize that no deposit was made on the second account, no game round was played, and no bonus was taken.
Automatic translation:
Public
Public
1 hour 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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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckygem.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please describe the verification procedure in the casino? Which documents have you provided to the casino and in which format? Were you asked to upload documents to the casino's website, submit them via email, or use a third-party service?
- When did the verification of your account start? When were you informed that the verification process failed?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
