Luckygem Casino - Player’s withdrawal has been delayed.

This casino has been telling me for months that they will refund me, but I still haven’t received anything

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckygem Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account in the casino blocked, or is it accessible to you?
• Could you please explain the reason why you requested a refund?
• Could you please share a communication where the casino initially promised to refund 1100€ to you?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

No, they have blocked my account. I see multiple communications in which they say your refund is currently being processed, etc. Sorry, some of them are in Dutch.

More (sorry for Dutch)

Did you get my screenshots?

Thanks for the screenshots provided in the complaint thread. Other than those you posted here, I have received an email from you, but no other screenshots.

• Could you please explain the reason why you requested a refund from the casino?
• Have you passed verification via the third-party service SumSub that the casino requested, to your knowledge?
• Could you please clarify whether the amount 1100€ was played down, or whether the amount was left unspent on your player balance?

Thanks in advance for your reply.

Based on multiple legal grounds.

As clearly evidenced in both email and chat correspondence, LuckyGem has repeatedly confirmed that a refund would be issued. I have duly completed the required verification process, after which they explicitly stated that the refund would be initiated.

Despite this, no refund has been processed. This is misleading and unacceptable, particularly since the verification process has been completed and the company now possesses my personal and sensitive information, yet has failed to fulfil its clear commitment to return the funds.

Thanks for the explanation.

Please forward the request for a refund originally addressed to the casino to my email at tomas@casino.guru

Send the casino's official response, if available, as well to me.

I apologize for the inconvenience.

Send a e-mail… hope will get a response soon. This is going on since june….

Thanks for sharing the information via email.

In one of the casino's replies, the casino wrote on June 17th:

We hope you are well!

We sincerely apologise for the system error you experienced.

To proceed with your refund, we kindly ask you to complete your verification through the secure link below:

• Could you please share the original refund request addressed to the casino, referring to any system error?

I apologize for the inconvenience.

I have sent you the email. As you can read, LuckyGem promised me a refund. They now have my personal information, which is sensitive, and I still haven’t received any repayment. I really hope this doesn’t take another week.

H

Thanks for sharing the information with me.

Please understand we won't be able to assist you with your refund request, since your funds were seemingly played down. The reasons you cite in your refund request don't represent a valid reason for us to ask the casino to refund you, as we are unable to ask online casinos for a refund due to licensing reasons. Our role is to inform players about the licenses of online casinos in our casino reviews. It ultimately falls on each player to make an informed decision regarding their choice of casino. The decision of the casino to refund you is solely at their discretion, and we are unable to compel them to refund you if they change their mind.

Since we can't take further action in this situation, the complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.