The player from Germany had her account deactivated unexpectedly after making two withdrawals of 750 euros and 2,000 euros. Despite customer service stating that the account status was being processed, she no longer had access and was unsure of the account closure status. She sought assistance in retrieving her winnings. The issue was resolved after she regained access to her account, and both withdrawals were successfully processed. The complaint was marked as resolved by the Complaints Team.
LuckyVibe Casino - Player’s account has been closed unexpectedly.
Resolved
Our verdict
Case closed
Amount: €2,750
LuckyVibe Casino
Safety Index 8.4 HighCase summary
Discussion
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1 year ago
Translation
Hello,
I have had an account with Luckyvibe.com for some time now.
Deposits were accepted without delay. I now have two withdrawals: 750 euros and 2,000 euros.
Suddenly, my account was deactivated. I no longer have access.
Customer service now says it is being processed, but it will take some time, and that I wanted the account closed.
It's true, I considered it a few times but was then rewarded with a bonus to keep the account.
The last email about the closure has also been canceled. I'll send you the progress.
Please help me get my withdrawals. This casino accepted my deposits without any problems.
Best regards
Automatic translation:
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1 year ago
Dear Lisa50,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Natalia
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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1 year ago
TranslationHello,
After complaining to customer service, I was granted access to the account again.
A payout has now been processed and is apparently on its way.
The second is still pending.
Best regards
Automatic translation:
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1 year ago
Dear Lisa50, thank you for sharing updates. Let us know once you receive the first payment. I hope it won't take much time, however, we'll need to give it a full 2 weeks.
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1 year ago
TranslationHello,
In the meantime, payments have been made.
Best regards
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1 year ago
Dear Lisa50, can you please specify if you received both withdrawals or only the first payment?
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1 year ago
TranslationHello,
both payments. The matter was resolved.
Kind regards
Automatic translation:
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1 year ago
Dear Lisa50,
Thank you for your updates! We're glad to hear that your issue has been finally 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,
Natalia
Casino.Guru
