Luckygem Casino - Player's balance has been confiscated.

Dear casino Guru Team,

I am filing this complaint against LuckyGem Casino regarding the unfair confiscation of my remaining balance.

My account was blocked due to the use of a VPN.

I am a legitimate resident of The Netherlands and have offered full KYC and proof of address to verify my identity and location.

The VPN was active purely by accident for personal privacy reasons; there was absolutely no intent of fraud, multi-accounting, bonus abuse, or bypassing geographical restrictions.

While the casino offered to reopen my account, they have permanently voided my balance.

I have attempted to resolve this amicably through multiple emails, even offering a 50/50 split settlement.

Furthermore, I formally requested their official case reference number and the contact details of their appointed Alternative Dispute Resolution (ADR) body.

The casino has completely ignored my recent requests and failed to provide the mandatory ADR details within a 48-hour deadline. Confiscating a player's full balance for an accidental VPN breach—without any evidence of fraud or financial abuse—is entirely disproportionate.

I ask casino Guru to mediate this issue so I can receive my funds and permanently close my account.

I have the full email correspondence (9 emails) available as proof.

Thank you in advance.

Simon

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Dear MrCX,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account with LuckyGem Casino.

To better understand your situation and to assist you effectively, could you please provide answers to the following questions:

• Can you specify the date when your account was blocked?
• Was this the only occasion on which you accessed the casino while connected to a VPN, or had this happened before?
• Did the VPN provide you with any advantage? For example, did it allow you to access the website, games, promotions, bonuses, or any other features that would otherwise not have been available to you?
• Have you completed the casino's KYC verification? If so, was your identity and proof of address accepted before your account was blocked?
• Approximately how much of your balance was confiscated?

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

Best regards,

Jean