The player from the United Kingdom faced issues with a suspended account after multiple wins and withdrawals. She had successfully withdrawn €4000 and €1000 but then had a pending withdrawal of €1000, while her account remained suspended without clarification from the casino, despite her ability to access it. The complaint was closed due to a lack of response from her to the inquiries made by the Complaints Team, which prevented further investigation or resolution. The team remained available for assistance should she choose to reopen the complaint in the future.
LuckyWave Casino - Player’s account is suspended and withdrawal delayed.
Closed
Our verdict
Player stopped responding
Amount: €16,664
LuckyWave Casino
Safety Index 2.9 Very lowCase summary
Discussion
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9 months ago
I joined this casino on the 29th October whilst on vacation. I made several deposits through my Apple Pay.
The verification process was moved on every occasion and I was finally advised they had received eveything and I withdrew €4000. I continued to play and won. On the 31st October I withdrew €1000 as the weekly
limit I was advised was €5000. I was informed by support that I could contact my VIP manager to get my withdrawal limits increased.
I continued to play and won €16,664.59. All of a sudden my account is suspended. My €1000 withdrawal is still pending and they are not giving me any answers. I can access my account, but all games are suspended. I could still deposit if I wanted to, but obviously I do not want to. I just want to withdraw my legitimate winnings and close the account now, after the way they have dealt with this.
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9 months ago
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.
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9 months ago
Dear jells72,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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8 months ago
Dear jells72,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
