The player from Germany faced issues with account deactivation at Lukki Casino after winning €3,143. Despite having contacted support for a payout and having an additional €100 balance in her account, she did not receive a response or her winnings. The Complaints Team attempted to reach out to the casino multiple times but did not receive any cooperation. Consequently, the complaint was marked as "unresolved," which may have negatively impacted the casino's rating and encouraged a future response. Ultimately, the complaint was reopened upon the player's request, and confirmation of the successful payout was received, leading to the closure of the complaint as resolved.
Lukki Casino - Player’s account has been closed, and winnings are delayed.
Resolved
Our verdict
Case closed
Amount: €3,249
Lukki Casino
Safety Index:Below averageCase summary
Discussion
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8 months ago
Translation
Hello,
Unfortunately, I have to complain about the casino https://www.lukki.com/ .
On March 27, 2025, I deposited €500 for the monthly reload bonus.
https://www.lukki.com/de/promotions/monthly-spa-retreat .
I won with this and requested the winnings of €3,143 for payout after the implementation on March 28, 2025.
I also received the daily bonus afterward and deposited €100 for it. However, I still used it.
When I tried to log in again a short time later to play this bonus, my account was deactivated.
I immediately contacted support via email. To date, I haven't received a response or a payout of my winnings.
My problem is that there are still €100 of real money in my casino account and the withdrawal of my winnings of €3,143 has not been processed.
I hope you can help me contact the casino to resolve this matter.
Best regards
Ramona
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8 months ago
Dear Sushi90,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lukki 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?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Have you tried contacting the casino via live chat? Have you received any response or explanation?
- Could you please share the response you receive when trying to get an explanation of the situation regarding your account? Share screenshots with me here or to my email at [email protected]
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
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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8 months ago
Translation
Hello Tomas
Thank you for your quick response and your help. I'll try to answer everything as accurately as possible.
Can you please tell us how long you were a player at the casino and when exactly your account was blocked?
I registered with Lukki on March 25. I had already won another prize, which I was also able to withdraw successfully. My account was fully verified, and the withdrawal went smoothly.
How did you find out about your account being blocked?
My account was apparently blocked shortly after my withdrawal request on March 28. I noticed it a few hours later when I tried to log in again. I wanted to use the bonus for which I had deposited €100. I didn't receive any message from the casino explaining why my account was blocked.
What games did you play to build your current casino balance? (Slots, live games, sports betting)
I only played slot games.
Have you tried contacting the casino via live chat? Did you receive a response or explanation?
I tried to contact live support via chat. Unfortunately, it is only available when logged in. The AI bot referred me to email support ( ). I then sent an email to support on March 28th asking for clarification, but received no response.
Could you please share the response you receive when trying to get an explanation about the situation regarding your account? Please share screenshots here or via email.
To date, I have not received any messages or notifications from the casino as to why my account was blocked and therefore unfortunately cannot send any screenshots with a statement from the casino.
Best regards
Ramona
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8 months ago
Translation
Hello Tomas,
I sent you another email with a screenshot.
Greetings
Ramona
Automatic translation:
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8 months ago
Thank you very much, Sushi90, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Hello Sushi90,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Lukki Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.
Best regards,
Michal V
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7 months ago
We’ve reopened this complaint at the request of Sushi90. We have received confirmation of the successful payout, therefore, we are closing this complaint as resolved.
Dear Sushi90, I am glad to hear that you received the funds in the end. 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,
Michal V
Casino.Guru
