Luckygem Casino - Player’s account has been closed and funds confiscated.

Title: LuckyGem confiscated €19,010 and refuses to provide evidence for VPN accusation

Casino Name: LuckyGem Casino

Disputed Amount: €19,010

I would like to file a complaint regarding LuckyGem Casino's decision to block my account and confiscate my balance of €19,010.

The casino claims that I used a VPN. However, I deny this allegation and have repeatedly requested evidence. Despite multiple requests, LuckyGem has failed to provide any proof supporting their accusation.

Timeline:

I played at LuckyGem Casino and accumulated a balance of €19,010.

My account was subsequently blocked.

The casino informed me that my balance was confiscated due to alleged VPN usage.

I contacted support by email and live chat requesting clarification and evidence.

Support stated they could not provide any additional explanation and that the decision was final.

No evidence has been disclosed to me.

My position:

I did not intentionally use a VPN while playing.

The casino has not provided sufficient evidence to justify confiscating €19,010.

I have acted in good faith throughout the process.

I believe the casino should be required to disclose the basis for its decision.

Resolution Requested:

Full disclosure of all evidence relied upon by the casino.

Independent review of the decision.

Reinstatement of my balance of €19,010 if the allegation cannot be substantiated.

Fair and transparent communication regarding my case.

I am prepared to provide all supporting documentation, including emails and screenshots of conversations with customer support.

Hope we get this right,

Kind regards,

Wessel

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckygem Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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?
• Have you passed account verification in the casino?
• Have you played from home, using a single device?

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

Hello Tomas,

Thank you for your response.

Please find my answers below:

• I registered my account on 9 April 2026.

• I became aware that my account had been blocked on 1 June 2026. I discovered this because I was unable to log in to my account. I then contacted the casino via live chat. I did not receive any formal email informing me that my account had been blocked.

• I accumulated my balance by playing roulette only.

• I did not use any bonuses to achieve my balance.

• I had already completed the account verification process. Earlier, the casino had refused a withdrawal request, and I was asked to provide verification documents by email. After reviewing my documents, the casino approved my verification and processed my withdrawal successfully.

• I always played from home using the same mobile phone. I only used my home Wi-Fi connection and never used a VPN.

I hope this information helps with your investigation. Thank you for your assistance, and I look forward to your response.

Kind regards,

Wessel ****

Dear Weppel,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Adam (adam.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Weppel,

I am sorry to hear about the issues you are facing. I have reviewed your case and will try to contact the casino for more information.

Dear Luckygem Casino,

I would like to invite you to help us resolve the situation. Can you please provide more information regarding the decision to block the player's account and confiscate their funds? In particular, which IP address(es) that the player used were attributed to the use of VPN?

Kind regards,

Adam

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 Adam,

Thank you for your assistance.

I appreciate that you requested the exact IP addresses allegedly linked to VPN usage.

I have never knowingly used a VPN. I only connected through my home Wi-Fi and occasionally through a company Wi-Fi network, which may possibly have been incorrectly flagged as a VPN or proxy service.

I look forward to the casino providing evidence supporting their allegations.

Kind regards, Wessel

Dear Wessel,

Thank you for taking the time to share your concerns.

We appreciate that this outcome is disappointing. However, after a thorough review by our Security and Risk teams, your account was found to be in breach of our Terms & Conditions relating to the use of VPNs, proxies, or other technologies that conceal or alter a player's true connection or location.

The decision was not made arbitrarily. It was based on information identified by our internal security systems and subsequently reviewed by the relevant department.

Dear Adam,

While we understand your request for the underlying evidence, we are unable to disclose the specific data, detection methods, or internal security controls used in our investigations. This information is confidential by nature, and disclosing it would compromise the effectiveness of our fraud prevention and security measures.

For this reason, the detailed evidence supporting the decision cannot be shared publicly or directly with players.

Please note that withholding these technical details should not be interpreted as an absence of evidence. Rather, it reflects our obligation to protect proprietary security systems that safeguard both the platform and all of its players.

Should the complaint mediator require additional information during their independent review, we will cooperate fully and provide the relevant evidence through the appropriate confidential channels where permitted.

Kind regards,

LuckyGem Team

Dear Luckygem Casino,

Thank you for your response. I understand that you are unable to share such data publicly. Please provide any relevant evidence to me directly and confidentially via my email, adam.m@casino.guru so that we can review the situation further.

Kind regards,

Adam

Dear LuckyGem Casino,

Many thanks for your email. I have since replied and await further information.

Kind regards,

Adam

Dear Adam,

We have already replied.

Thank you,

LuckyGem Team

Hello all,

The casino has requested some more time to look into the situation, so I will extend the timer accordingly.

Kind regards,

Adam

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 Adam,

Thank you for your message.

We understand that we have already provided Casino Guru with our detailed position, together with the relevant supporting documentation, through the confidential mediation channel.

For security, privacy, and confidentiality reasons, we are unable to discuss the specific details of the account or publish the supporting evidence in a public forum.

At this stage, there is nothing further we can add beyond the information already submitted to the Casino Guru team. We will continue to cooperate fully with the mediator should any additional clarification be required.

Kind regards,

LuckyGem Team

Hello Luckygems Casino,

Thank you for your responses and for clarifying your views.

According to our fair gambling policies, we believe that if a player has used a VPN, we should try to determine whether they have gained any unfair advantage in doing so. While the casino terms and conditions may prohibit it, we believe that the use of a VPN should not automatically result in the confiscation of a player's funds - particularly if no unfair advantage was gained (for example, by accessing the website from a restricted country or using restricted games or bonuses).

Dear Weppel,

The information provided by the casino was not sufficient to conclusively determine what occurred or to challenge the casino's position. Consequently, we do not have enough grounds to pursue the matter further, and the complaint will now be closed as unresolved. Should more information become available, the casino can reopen the complaint at any time.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reopen the complaint, you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Adam