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

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.

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

Thank you for your assistance.

Here are the answers to your questions:

Date of blocking: My account was blocked on approximately June 23rd.

VPN usage history: This was the absolute first and only occasion that I accessed the casino while connected to a VPN. It has never happened before.

No unfair advantage: The VPN did not provide me with any advantage. I was always able to access the website normally without it. I am not entirely sure if the game selection differed, but I did not use any promotions or bonuses during this time. I once received free spins, but I cancelled them myself because the wagering requirements were too high.

KYC Verification status: Yes, I fully completed the casino's KYC verification. Both my identity and proof of address were officially accepted by the casino before my account was blocked.

Confiscated amount: The balance that was confiscated was a little over €12,000.

I hope this information helps to resolve the issue and get my confiscated winnings released. Please let me know if you need any further details.

Thank you in advance.

Simon

Belangrijk om te weten voor 

Thank you very much for your reply, MrCX.

Could you please advise how long you were a player at the casino?

When was the exact date you used a VPN?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear Jean,

Thank you very much.

I have emailed the answered questions plus all correspondence to you.

Kind regards,

Simon

Dear MrCX,

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, Michal V, (michal.v@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,

Jean

Hello MrCX,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Luckygem Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for your message and for taking on this case.

I truly appreciate your assistance and look forward to working together toward a successful resolution.

Kind regards,

Simon

Dear Michal,

Thank you for bringing this to our attention.

We understand that this outcome is disappointing for the player. However, after a thorough review by our Security and Risk team, the 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.

As the player has acknowledged, a VPN was used during their activity. The use of such technologies is expressly prohibited under our Terms & Conditions because it interferes with our ability to verify connection integrity, player location, and compliance with our security requirements.

Our decision was not based solely on the existence of a VPN connection. The case was reviewed by our Security and Risk team using information from our internal security systems together with additional technical indicators before a final determination was made.

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

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

Following a comprehensive review, we remain satisfied that the action taken was justified and in accordance with our Terms &Conditions.

Should the Casino Guru team require confidential clarification during the mediation process, we will continue to cooperate through the appropriate private channels.

Kind regards,

LuckyGem Team

Subject: Update regarding my complaint against LuckyGem – €12,000+ confiscated

Dear Michal,

First and foremost, we are discussing a substantial amount of money—over €12,000 in legitimate winnings.

I am deeply concerned by LuckyGem’s operating methods, and I strongly believe they are applying a "freeroll" policy here.

I would like to highlight the following facts:

Delayed Enforcement & Account Acceptance:The casino allowed me to register, deposit, and play freely for several weeks without any restriction, warning, or intervention.

Their security systems are fully capable of blocking VPN connections automatically at the login or deposit stage. Instead, they chose to accept my funds and let me gamble.

The "Freeroll" Element:

If I had lost my deposits during those weeks, LuckyGem would have kept my money without any hesitation.

It was only after I accumulated a significant winning balance of over €12,000 and requested a withdrawal that the casino suddenly decided to enforce this rule and lock my account. Confiscating winnings only when a player wins—while keeping their money when they lose—is fundamentally unfair.

Absence of Fraudulent Intent or Prohibited Location:

The VPN was active on my device for standard privacy purposes, with absolutely zero intent to deceive the casino or bypass regulations.

I did not exploit any bonuses, nor did I create multiple accounts.

Most importantly, I am a legal resident of a permitted jurisdiction.

Full Cooperation with KYC: I am fully prepared to undergo the most stringent Know Your Customer (KYC) verification process.

I can immediately provide certified government IDs, official bank statements, and recent utility bills to prove my true physical location and identity. If my true identity and location are verified as compliant, the use of a VPN alone should not be grounds for confiscating €12,000+.

Lack of Communication:

While LuckyGem claims to cooperate with Casino Guru behind closed doors, they have completely ignored my recent direct emails. This silent treatment is unacceptable given the financial stakes.

According to Casino Guru’s own standard policy, a breach of VPN terms should only lead to a confiscation of winnings if the player used the tool to commit actual fraud or bypass country restrictions.

I have done neither.I kindly request the Casino Guru team to ask LuckyGem for private clarification on whether any actual fraudulent activity occurred, or if they are purely using a technicality to avoid paying out a €12,000+ win.

I stand ready to provide any documents needed to resolve this.Thank you for your ongoing assistance.

Kind regards,

Simon

Dear Luckygem Casino,

Could you tell me if the player has gained any kind of advantage by using a VPN, or maybe gained access to otherwise unavailable content?

Dear Michal,

Thank you for your follow-up question.

We appreciate the opportunity to clarify our position.

Our decision was not based solely on the fact that a VPN application was detected, nor was it based on a simple technicality. The account was reviewed by our Security and Risk team as part of a broader investigation into compliance with our Terms & Conditions and our security policies.

For security reasons, we are unable to discuss publicly whether any particular security measure resulted in a specific advantage, nor can we disclose the precise factors, technical indicators, or internal risk assessment methodology used during our investigation. Revealing such information would compromise our fraud prevention systems and could be exploited to circumvent them in the future.

What we can confirm is that our Security team concluded that the player's activity constituted a breach of our Terms & Conditions. That conclusion was reached after considering all relevant information available to us and was not based solely on the amount of the withdrawal requested or the player's winnings.

We also wish to reiterate that security reviews may occur at different stages of the customer relationship. The fact that deposits, gameplay, or previous account activity were initially permitted does not prevent our Security team from taking action if subsequent reviews identify conduct that breaches our Terms & Conditions. Likewise, marketing communications or prior account activity should not be interpreted as confirmation that an account has permanently satisfied all security requirements.

As always, we remain willing to cooperate fully with Casino Guru and provide any additional confidential information directly to you if required. However, we are not in a position to disclose our internal security methodologies or investigative findings in a public forum.

Based on the outcome of our investigation, we remain satisfied that the measures taken were appropriate and consistent with our Terms & Conditions.

Kind regards,

LuckyGem Team

Dear Michal,

Thank you for the update.

Unfortunately, LuckyGem’s response confirms my suspicions: they are hiding behind vague "security procedures" and refusing to provide any concrete evidence for confiscating my legitimate winnings of over €12,000.

Since they have stated they are willing to communicate with you behind closed doors, I kindly ask the Casino Guru team to place the absolute burden of proof on them.

I would like to emphasize the following crucial points for your private investigation with the casino:

No abuse or fraud: Although the terms and conditions on the site state that a VPN is not permitted, in my case, it was used strictly for standard privacy purposes.

I did not bypass any country restrictions or abuse any bonuses.Location is verified (KYC provided): My official documents (ID, bank statements, and utility bills) are already in your possession.

My identity and physical location within a permitted jurisdiction are indisputably proven.

No unfair advantage gained: The casino has failed to show in any way that the active VPN provided me with an unfair gameplay advantage.

According to Casino Guru’s standard policy, a technical breach of VPN terms is only grounds for voiding winnings if the player used it to commit actual fraud or bypass country restrictions.

Neither applies here. I kindly request that you ask LuckyGem to provide proof of any specific, tangible fraud, or confirm whether they are simply exploiting a technicality to avoid paying out a legitimate win of €12,000+.

Kind regards,

Simon

Dear Luckygem Casino,

Thank you for providing clarification on this matter. We understand your perspective; however, we believe that if a player utilized a VPN without accessing content that would typically be restricted, and did not gain any advantage from its use, they should not face any penalties. The VPN activity, in this case, did not have any impact on their gameplay. I understand that the casino's terms and conditions must be respected; however, it is equally important to consider whether the application of these rules is appropriate in specific situations. Would you be open to reconsidering your decision in this case? Additionally, if the player gained any advantage by using a VPN, I would appreciate it if you could share that information with me. Please feel free to contact me at michal.v@casino.guru.

Dear Michal,

Thank you for your thoughtful response.

We appreciate Casino Guru's perspective and understand the distinction you draw between a purely technical VPN breach and situations where a VPN is used to obtain a tangible advantage.

As previously explained, our decision was not based solely on the detection of a VPN connection, nor was it taken automatically following a single login event. The account was reviewed by our Security & Risk team under our broader security framework before a final decision was reached.

We will review your comments internally once again and will revert shortly with our final position. Should any additional confidential information be relevant to your assessment, we will provide it directly.

Kind regards,

LuckyGem Team

Dear Luckygem Casino,

Thank you for your continued attention to this case. We are waiting for your updates.

Dear Michal,

Thank you for your patience while we reviewed this matter again internally.

Following your request, we referred the case back to our Security & Risk team for an additional review. Having reconsidered the available information, including the concerns raised by Casino Guru, our position remains unchanged.

As previously explained, the decision was not based solely on the player's admitted VPN usage or on the fact that the connection originated from a different location. The account and relevant transaction were subject to a broader security assessment involving multiple independent risk indicators.

We have provided additional confidential information regarding that assessment directly to Casino Guru. We cannot publish the underlying account-level security information or technical indicators in this forum, but we believe the confidential material provides further context regarding the basis of our decision.

Following this additional review, our Security & Risk team remains satisfied that the action taken was appropriate under our Terms & Conditions. We therefore respectfully maintain our original decision.

We appreciate Casino Guru's position even though our assessment of this particular case differs, and thank you for your cooperation throughout the review.

Kind regards,

LuckyGem Team

Dear Michal,

I would like to respond directly to the statement from the LuckyGem team.

As I have openly admitted from the very beginning of this process, I did use a VPN connection while accessing the platform.

However, I want to state categorically that I have strictly followed all other terms, conditions, and rules of the casino.

My account was registered with my real, legal personal details, and I am a legitimate resident of The Netherlands.

I have played entirely in good faith, without using multiple accounts, manipulating bonuses, or violating any gameplay rules.

Since the casino claims that their decision is based on a "broader safety assessment" with "multiple independent risk indicators," I kindly request Casino Guru to critically review these secret indicators.

If the casino is referring to standard automated security flags triggered solely by the VPN connection itself (such as a shared server IP address or rapid location switches), these should not be treated as separate, independent violations. They are simply technical side-effects of the VPN usage that I already disclosed.

I am a real player who won fairly.

I am fully prepared to undergo any additional verification, video KYC, or provide further official documentation to Casino Guru or the casino to prove my identity and location.

I hope Casino Guru will protect fair players from casinos that use standard technical flags as an excuse to unfairly withhold legitimate winnings.

Thank you for your ongoing assistance in mediating this matter.

Kind regards,

Simon

Dear Luckygem Casino,

Thank you for your response. I appreciate your perspective on this matter. However, I regret to hear that you are unable to reconsider your position. The information provided in your previous communication did not contain the specific details necessary for me to reassess my own stance. Based on the evidence available, I can only conclude that the player utilized a VPN but did not gain any advantage from its use nor did they access any restricted content.

Dear MrCX

The casino decided not to change their stance. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. 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 react, we will reopen the complaint and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.