Luckygem Casino - Player's balance has been confiscated unfairly.

I am submitting this complaint because the casino has confiscated my balance based on an allegation that I used a VPN. This allegation is false.

I did not use a VPN to access my account. I was physically staying with my family in Germany and connected through a regular German internet connection. The fact that my IP address was from Germany does not mean that I was using a VPN.

The IP address used for my login was 148.59.74.6. Public network information identifies this address as part of the Orange Germany network (AS5511), and there is no public evidence that it belongs to a VPN provider or a hosting service. If the casino claims otherwise, I ask them to provide specific technical evidence proving that this IP address was a VPN or proxy at the time of my login.

Furthermore, neither Poland, where my account is registered, nor Germany, where I was staying, is listed as a restricted jurisdiction in the casino's Terms and Conditions. Therefore, even if I logged in from Germany, I did not violate any geographical restriction.

My account has been fully verified for a long time. The casino has already accepted my identity verification, and I have successfully completed dozens of deposits and withdrawals in the past without any issues.

The disputed balance does not originate from bonuses or promotional offers. It was obtained through normal gameplay using my own deposited funds.

In fact, during the last few weeks I have lost more money than I withdrew from the casino. This clearly shows that I was simply a regular player and not someone attempting to abuse promotions or exploit the casino.

The casino has provided no evidence that I violated any rule. Instead, it has made a serious accusation without presenting any technical proof. Simply stating that a VPN was used is not sufficient. If such an allegation is made, it should be supported by objective evidence.

I kindly ask Casino Guru to request that the casino provides the technical evidence on which this decision was based. If the casino cannot prove that I actually used a VPN or violated any provision of the Terms and Conditions, I respectfully ask that my confiscated balance be returned.

Thank you for your time and for reviewing my complaint fairly

I would also like to point out that this German IP address has been used by me for a long time. It is a static IP address, not a newly assigned one, and the casino has never raised any concerns about it before.

In fact, as recently as the end of June, while using the same IP address, I was contacted by the LuckyGem VIP Team with promotional offers encouraging me to continue playing. This demonstrates that the casino had no issue with my account activity or the IP address at that time. It is therefore inconsistent and unfair to suddenly claim that the very same IP address was associated with VPN usage only after I requested a withdrawal.

Furthermore, I had already used this same IP address on previous occasions, and the casino processed my withdrawal without any issues. This clearly demonstrates that the casino had previously accepted both my account activity and this IP address as legitimate.

It is therefore inconsistent and unfair to suddenly claim that the very same IP address indicates VPN usage only after a later withdrawal request. If the casino genuinely believed this IP address violated its Terms and Conditions, it should have raised the issue immediately, not only after I accumulated a withdrawable balance.

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.

• Have you contacted the casino’s customer support via email to provide evidence that you were physically located in Germany while playing at this casino?
• Do you have any evidence confirming that you were physically present in Germany at the time mentioned by the casino?
• What games did you play at this casino while you were in Germany?
• Did you activate any bonuses during that time?

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

-No. The casino never asked me to provide evidence that I was physically located in Germany. Instead, they simply accused me of using a VPN and confiscated my balance

-I will check what evidence I can provide. I was genuinely staying with my family in Germany at that time.

I am currently in Germany as well; I am here quite often.

-I don't have access to the account right now, but generally, it was used for casino games—slots and the like—as well as sports betting.

-While I was staying in Germany, I played at the casino quite frequently. I played various casino games during that period. I also activated promotional bonuses from time to time. However, to the best of my recollection, I did not make any significant withdrawals from bonus winnings, and I do not believe the disputed balance originated from bonus funds. As far as I remember, I mostly lost while playing with bonuses.

I would also like to point out that I had been using the same German IP address for a long time before this incident. The casino had previously accepted my logins, processed my withdrawal from the same IP address, and I even received promotional offers from the LuckyGem VIP Team while using that same IP. If the casino genuinely believed that this IP address represented VPN usage, it is difficult to understand why it accepted my activity for such a long time and only raised this allegation after my withdrawal request.

Dear tyraxxx

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, Samuel (samuel.s@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

Dear tyraxxx,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Luckygem Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Luckygem Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for inviting us to participate in this discussion.

We have carefully reviewed the player's account and can confirm that the account was closed following an investigation conducted by our Security and Risk team.

The action taken was based on a 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. The conclusion was reached after reviewing information generated by our internal security systems together with additional technical indicators assessed during our investigation.

Additionally, we would like to address several of the player's statements.

First, the fact that an IP address may appear to originate from Germany or belong to a residential ISP does not, by itself, determine whether prohibited technologies were used. Our investigation was not based solely on geolocation or on a simple public IP lookup. It considered a broader set of security indicators and historical technical information available to our internal systems.

Second, the fact that the player may have previously logged in, deposited, withdrawn, or received promotional communications does not prevent our Security team from conducting subsequent reviews. Security assessments are continuous and may identify issues only after additional information becomes available or following further analysis of account activity. Previous successful withdrawals or marketing communications should therefore not be interpreted as confirmation that all previous activity permanently satisfied our security requirements.

Finally, while the player requests disclosure of the evidence supporting our decision, we are unable to publish or disclose the technical information, detection methods, internal logs, or investigative criteria used during our security reviews. These form part of our confidential fraud prevention framework, and disclosing them would compromise the effectiveness of our security controls.

We have previously cooperated with Casino Guru in similar cases by providing confidential information directly to the assigned mediator where appropriate. We are prepared to do the same here should additional confidential clarification be required.

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

Kind regards,

LuckyGem Team

Hello everyone,

Dear Luckygem Casino,

thank you for your explanation and for clarifying your position regarding the account closure.

I understand that you cannot share sensitive security information publicly. However, to allow me to properly assess the case, could you please provide me confidentially via email with the details of what your investigation found and what specifically led to the conclusion that the player violated the Terms & Conditions?

You can send the information directly to my email at samuel.s@casino.guru, and I will review it as part of the complaint investigation.

Additionally, could you please clarify whether the confiscation concerned only the winnings generated from the activity after the alleged violation was detected, or whether the entire balance was removed as a consequence of the account closure?

Dear tyraxxx,

thank you for your patience. The casino has provided its explanation regarding the account closure and confiscation of winnings. I have requested further details from them so I can better understand the basis of their decision.

I will continue reviewing the case once I receive their response.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your message.

We appreciate the opportunity to provide further clarification.

As previously indicated, the basis for our decision involves information generated by our internal Security & Risk systems, which cannot be disclosed publicly without compromising our fraud prevention measures.

We will provide you with additional confidential information directly by email to assist with your review of this case.

Kind regards,

LuckyGem Team

I would also like to add that while staying in Germany I made numerous deposits and played regularly over an extended period. Overall, my account is at a significant net loss rather than a profit. This was ordinary gambling activity using my own funds, not an attempt to abuse the casino or exploit its bonus system.

To the best of my knowledge, neither Germany nor Poland is listed as a restricted jurisdiction in the casino's Terms and Conditions. Therefore, my physical presence in Germany should not in itself constitute any breach of the Terms. The only issue in dispute is the casino's allegation that I used a VPN or similar technology, which I firmly deny.

Furthermore, had I intended to conceal my location through prohibited means, it would make little sense to repeatedly use the same German connection over a long period, make numerous deposits, receive promotional emails from the LuckyGem VIP Team, and even have previous withdrawals successfully processed before this allegation was suddenly raised.

Hello everyone,

thank you both for the additional information and clarification.

Dear tyraxxx,

thank you for the additional explanation regarding your presence in Germany and your use of the same German IP address over an extended period.

Could you please provide some further details regarding your presence in Germany at the relevant time and, if possible, the reason why you were in Germany on that occasion? If you have any documentation that could help demonstrate that you were physically present in Germany during the relevant period, such as travel records, accommodation documents, or other relevant evidence, please provide it here.

This could be useful in helping us clarify the circumstances surrounding the "new country" and connection-related indicators mentioned by the casino and potentially resolve the matter on this basis.

Dear Luckygem Casino,

thank you for the additional confidential information and for clarifying that the decision was based on multiple risk indicators rather than solely on the IP/VPN-related findings.

I would kindly ask you to also take into consideration the player's explanation provided in this complaint. The player states that they were physically staying with their family in Germany at the relevant time and that they had been using the same German IP address for an extended period, including during previous successful deposits and withdrawals.

Could you please review this information against the risk indicators identified by your Security & Risk team, particularly the references to the "new country" and connection-related indicators?

If possible, please clarify whether the player's explanation is consistent with the technical information available to you and whether these particular indicators still contributed to your decision after taking this context into account.

I understand that you cannot disclose sensitive detection methods or internal security information. However, this clarification, together with any supporting evidence the player may provide, should help me properly assess the circumstances of the case.

Thank you both for your cooperation.