LuckyWins! Casino - Player's account is suspended and deposit is delayed.

Hello there,

i have registered in the luckywins casino and deposited. Once i did that and played a little bit i got logged out and my account was suspended. It was suspended because i self excluded myself in other casinos from the same branch. But i didnt know it. So i asked them to give me my deposit refunded. Now its 10 days and they still didnt do so. Please help me, im just asking for my deposited money back, not for theirs. And also important - i didnt lose the deposited money, it was still as a balance on my account.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, I would like to ask you a few questions:

• Could you please forward me the email you received from the casino after your account was suspended to veronika.f@casino.guru?
• Could you kindly specify from which casino you have self-excluded and when exactly? Did you mention the reason for your self-exclusion?
• Have you been informed whether your balance will be refunded to you?
• Have you completed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi,

thanks for opening. I cant remember anymore from which casino i self excluded myself from. (same brand). I closed it because of gambling addiction. So thats why luckywins shortly closed my account after i registered and deposited there.

Yes they told me the deposited amount will be refunded. (imporant to know: i didnt lose the deposited amount, it was and is still in the account. )

Yes i provided all needed documents to them.

Forgot to say: I have sent you the email conversations to your email

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LuckyWins! Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyWins! Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

I have received the money. Case can be closed

Hi all,

I apologise for the lack of reply from our side.

In short, we can confirm that what the player said is accurate. At the time they opened the complaint, their refund had not yet been carried out, but I can see that it was processed on the 24th.

I'm looking into why it took longer than usual and what can be done there, but I am happy to hear that the funds have reached the player and that the matter can be closed.

Kind regards,

Lucy @ LuckyWins

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru