The player from Austria's account at Luckywins was deactivated after a successful night of winning over 7500 euros. He was unable to withdraw his winnings, could not verify his account, and did not receive any explanations or response from customer support regarding the closure. The player confirmed he had played only casino games and was blocked by administration without clear reasons. Despite attempts to communicate, no resolution or information was provided by the casino. The complaint was closed due to the player's lack of further response.
LuckyWins! Casino - Player’s account has been closed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €7,500
LuckyWins! Casino
Safety Index 9.0 Very highCase summary
Discussion
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5 months ago
Translation
I registered with Luckywins yesterday and transferred a total of 200 euros. The night went very well and I won over 7500 euros.
I went to the withdrawal section, entered my bank details, and transferred the money.
When I tried to verify my account and upload documents, I was logged out. When I tried to log back in, I saw that my account had been deactivated.
I contacted customer support and haven't received a reply yet.
When I contacted live chat, they said my account had been deactivated without explanation and that it was a decision made by the administration. They gave me no reasons and wouldn't let me verify my account.
I don't know what to do because I played without bonus money or free spins, and now I'm stuck and I'm not getting any information about why this happened, and my withdrawal isn't being processed either.
Perhaps you can help me
Regards, Alex
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5 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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5 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you didn't manage to upload any documents to verify your account?
Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps.
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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5 months ago
TranslationI played exclusively in the casino, specifically Big Atlantis Frenzy.
nothing else
And yes, they deactivated my account and I couldn't verify it either.
I contacted the live chat because no one from support responded.
They can't provide any information, only that my account has been blocked by the administration.
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5 months ago
Hello everyone,
Thank you both for your replies.
Dear Lucy and LuckyWins! Casino,
Thank you sincerely for providing additional information regarding this issue and for your assistance with alexleon14's payment. I have marked the last message as private to ensure that it remains accessible only to the parties involved in this specific complaint.
Alexleon14, please let us know when you receive the remaining balance so we can close this complaint accordingly. Thank you!
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4 months ago
Dear alexleon14,
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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4 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,
Kristina
Casino.Guru
