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?

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.

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