The player from Finland had deposited 100€, but then got locked out of his account. After multiple emails, chats, and sending KYC documents, he had not received his money back since the incident on March 26, with documents accepted on April 16. The player confirmed that he had requested a self-exclusion due to gambling addiction, and after further communication with the casino, the matter was eventually resolved. The complaint was marked as 'resolved' in our system after the player confirmed the resolution.
LuckyStart Casino - Player's account is closed, and funds are confiscated.
Resolved
Our verdict
Case closed
Amount: €100
LuckyStart Casino
Safety Index:HighCase summary
Discussion
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9 months ago
I was able to deposit 100€ to the site after creating my account even though I was blocked to the casino. I got locked out after the deposit and after multiple of emails, chats and sending KYC-documents I haven’t got the money back. Happened on 26.3. and documents got accepted 16.4.
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9 months ago
Dear Sane7778,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyStart Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Did the casino explain why your account was blocked?
- When was the last time you discussed the refund's status with casino support, and what responses have you received?
- Could you please share with me your recent 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
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9 months ago
Translation
Hello,
I don't remember ever playing at a casino, but I had requested a block due to a gambling addiction. I opened an account on March 26th, when I deposited €100 into the casino. After the deposit, the account was blocked immediately. The last message was on May 21st and the content was "We do see that the department which we escalated to regarding a refund request has not yet provided feedback. We do ask that you please allow some time and we truly apologize for any inconvenience caused."
Automatic translation:
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9 months ago
Thanks for your reply and explanation.
- Have you since received any feedback from the casino regarding your refund of the deposit?
Please let me know.
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9 months ago
TranslationHello.
I finally got the matter resolved with the casino, so the problem can be closed.
Automatic translation:
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9 months ago
Dear Sane7778,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
