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