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

Luckygem just closed my account and took my money for no reason.

I played with my own money and won so i requested a withdrawal.

They had some issues on their side so i could not withdraw at the moment because it said i had to wager my deposit way more than what is stated in their terms.

They later fixed this issue and sent me an email asking me to request a new withdrawal.

They then just blocked my account and took my money claiming i broke some term??

When i asked them what term they just reffered to their terms an conditions but did not say what exact term.

I did not even play with any bonus so what term did i break?

They also blocked my acces to their live support so i can not talk to them either.

Can i forward the email conversations to you?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the emails you received from the casino at veronika.f@casino.guru?
• What types of games did you play to accumulate your winnings?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronica,

I just forwarded the email conversations.

I played ordinary slot machine games,

I believe I am fully verified i had successful withdrawals prior to this one.

Thank you!

Dear Eirik

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, Martin (martin.l@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,

Veronika

Hello Eirik,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Luckygem Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked and balance voided? When possible, please provide us with detailed explanation of the issue, along with any relevant evidence.

Thank you in advance for providing us with your view of the issue.

Dear Casino Guru Team,

Thank you for bringing this case to our attention.

We have reviewed the player's account and can confirm that the account was closed following an internal review in accordance with our Terms & Conditions.

Specifically, the action was taken under Section 7.6 of our Terms & Conditions, which states:

"Luckygem reserves the right, at its sole discretion, to review all player accounts and, upon designating any account with a 100% bonus-to-deposit ratio as a 'bonus abuser,' void all related winnings and bonuses, suspend the account, and withhold any pending payments."

Following our review, the player's activity met the criteria outlined in this provision. As a result, the account was suspended and the associated winnings were voided in accordance with the applicable Terms & Conditions.

The player mentions that an earlier wagering issue was corrected. This is accurate and unrelated to the subsequent account review. Once the technical issue regarding the wagering display was resolved, the account underwent a separate compliance and risk assessment, which resulted in the action described above.

For security, risk management, and anti-abuse reasons, we are unable to disclose the specific internal criteria, investigative methodology, or account-level findings that led to this determination.

We appreciate Casino Guru's role in reviewing players complaints and, should any additional confidential clarification be required, we will be happy to cooperate through the appropriate private channels.

Kind regards,

LuckyGem Team

Dear casino representative,

Thank you for your explanation and clarification.

We understand that the decision was based on your Terms & Conditions. However, we believe the term in question is not entirely fair, which is also referenced in our review of your casino. If the casino decides to stop offering bonuses to the player in the future, or even close the user’s account afterwards, we believe this is within the casino’s rights. However, this should only happen after already accepted gameplay and winnings have been honored.

The issue therefore appears quite clear. If the winnings remain confiscated only on the basis of this term, we will side with the player and will be forced to close the complaint accordingly.

Please let us know your final position.

Dear Casino Guru Team,

Thank you for your response and for explaining your position.

We respect Casino Guru's approach to assessing players' concerns. However, we must respectfully disagree with your conclusion in this case.

The relevant provision of our Terms & Conditions is not intended to penalize successful players or those who simply receive bonuses. Rather, it exists to protect the integrity of our promotional system against abusive patterns of play. Like many operators, we reserve the right to identify and act upon bonus abuse where, following a review, a player's activity falls within the criteria established by our promotional abuse policy.

In this particular case, the decision was not triggered merely because the player received a bonus or achieved winnings. It followed an internal investigation in which the player's activity was assessed against our anti-bonus-abuse framework. Based on that review, the account was classified accordingly under Section 7.6 of our Terms & Conditions.

We appreciate that Casino Guru may consider this contractual provision to be stricter than your own fairness standard. Nevertheless, these Terms & Conditions are accepted by every player upon registration and form part of the contractual relationship between the player and the casino. We are obliged to apply them consistently to all customers. Making exceptions after a breach has been identified would undermine both the effectiveness and the equal application of our promotional policies.

As our determination was made in accordance with the applicable Terms & Conditions and our internal review, we are unable to reverse the decision in this case.

While we regret that our respective positions differ, we respectfully maintain our original decision.

Kind regards,

LuckyGem Team

To send bonus offers on email then calling them bonus abusers simply for accepting them is absurd.

Did you just want to trick me into making deposits and wishing I would loose,

When you had no plans on paying out if I won.

By the way I did not even use any bonus when i won this time.

It was my own money,

So why are you even referring to a term that doesn't have anything to do with this deposit?

Dear casino representative,

Thank you for clearly explaining the casino’s final position and for your cooperation throughout this complaint.

We respect the casino’s right to reach its own decision and acknowledge that the action was taken in accordance with its internal assessment. Nevertheless, our position remains unchanged.

As previously explained, we do not consider the relevant term fair when it is used to confiscate winnings from already accepted gameplay without demonstrating a specific unfair action that would justify such a measure.

Restricting future bonuses or closing the account may be reasonable, but we believe the player’s legitimate winnings should first be honored. Since the casino has confirmed that it will not reconsider its decision, we will now close this complaint as unresolved.

We regret that we could not reach a mutually acceptable resolution, but we appreciate the casino’s cooperation during the process.

Dear Eirik,

I am truly sorry we were unable to return your balance, as based on the information provided, we believe the winnings should have been paid.

Although we cannot compel the casino to reverse its decision, the unresolved outcome will remain publicly recorded and will affect the casino’s Safety Index on our website.

Thank you for your patience and cooperation throughout the process.

Kind regards,

Martin