Newlucky Casino - Player’s winnings have been confiscated.

New lucky just confiscated my money and said that i have breached their terms but i do not know what they are talking about,

and when asking exactly what term has been breached i do not receive any specific answer.

I do not know what they are talking about at all.

I have not breached any of their terms and still they just blocked my account and took my money.

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Dear magoman,

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 pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello,

I played slot machines,

Yes i was in the verification process my identity was verified and they requested a bank statement not older than 90 days which they also received.

I dont remember if i won with my real cash or bonus balance.

Either way i always read terms and conditions carefully so i know for a fact that i have not breached any term.

Do you have any email i can forward the conversations to?

Dear magoman,

Thank you for your reply. Regarding your conversation with the casino, you can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi I have forwarded two seperate emails to attila.g@casino.guru

Thank you

Thank you for your response. Could you please confirm whether you have used any VPN or IP-masking software to alter your real location while accessing the casino website? Additionally, is there any chance that someone from your household or using the same IP also created an account at this casino? Are you aware of having opened multiple accounts at Newlucky Casino?

Thank you in advance for your reply.

No nothing stated above.

I just made 2 deposits,

I lost the first one then there was no issues,

Second one when i won i became i fraudster and they confiscated my money,

Even after they received all the documents they requested.

Very convenient

Dear magoman,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Magoman,

I sincerely apologize for the inconvenience you've experienced with your account being blocked. I will promptly reach out to the casino to address this issue and strive for a resolution as swiftly as possible.

I would also like to extend an invitation to a representative from Newlucky Casino to join this conversation and assist in resolving this matter.

Dear Newlucky Casino,

could you kindly provide clarification on the reasons behind the player's account blockage? Additionally, we would appreciate any evidence you can share. You may either include your statement and any supporting documents here or send them directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and understanding.

Kind regards,

Jana

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.

Dear Magoman and Casino Guru Team,

Thank you for reaching out to us regarding this complaint. We take all player concerns seriously and appreciate Casino Guru's efforts in mediating this matter.

We would like to clarify that the decision to block the player's account and confiscate the funds was not made arbitrarily. It was the result of a comprehensive fraud investigation conducted at the platform level.

Please see our explanation below with references to our Terms and Conditions.

https://newlucky.com/policy/terms-of-use/

Grounds for the decision

1. Bonus abuse (Sections 7.6 and 16.10.2.4)

The player's account was classified as engaged in systematic bonus abuse. The following behavioral pattern was identified:

Deposits were made exclusively via cryptocurrency, and only in connection with large bonus offers

Bonuses were activated immediately upon each deposit

Gameplay was focused exclusively on newly added slot games

When a deposit produced a win, the bonus was cancelled after wagering requirements were met

When the deposit was lost, gameplay continued on the bonus balance

Account activity increased significantly during promotional periods and around public holidays when larger bonuses were distributed

Section 7.6 of our Terms & Conditions explicitly states that once a player is classified as a "bonus hunter" or "bonus abuser", all winnings and bonuses will be void and the account will be suspended. Section 16.10.2.4 further confirms that in cases of bonus abuse, NewLucky reserves the right to delete all current bonuses and bonus winnings and block the account immediately.

2. Fraudulent activity (Section 9.3)

The described pattern of behavior, when analyzed in the broader context of the platform-level investigation, is consistent with coordinated and systematic exploitation of the bonus system rather than genuine recreational gambling activity. Section 9.3 of our Terms & Conditions states that once NewLucky identifies fraudulent, unlawful, dishonest or improper activity on the Website, we are entitled to block the user's account with forfeiture of all account balances without prior notification.

3. Multi-accounting and device policy (Sections 3.1, 3.2 and 3.3)

The platform-level investigation identified technical connections between the player's account and other accounts across the platform. Our Terms & Conditions, Section 3.1, clearly state that each user may register and use only one account on the Website. Section 3.2 further specifies that only one account per household, IP address, and device is permitted. Under Section 3.3, any violation of this rule entitles NewLucky to block or close the account and void all winnings, bonuses and withdrawal requests accrued during the duplicate account lifecycle.

4. Personal participation requirement (Section 2.4.3)

Section 2.4.3 requires that the player participates in games on their own behalf and not on behalf of any other person. The investigation raised reasonable grounds to believe this condition was not met.

Regarding the player's claim of insufficient explanation

The player has been informed of the relevant Terms & Conditions violations through our support team on multiple occasions. We are ready to provide detailed evidence upon request.

We are committed to full cooperation with Casino Guru's resolution process and remain available for any further clarification required.

Kind regards,

Newlucky Casino Team

Dear Newlucky Casino,

Thank you for providing the clarification regarding the player's blocked account. To proceed further, we would greatly appreciate any evidence you could share. Please feel free to include your statement along with any supporting documents, screenshots, or other relevant materials and send them directly to my email address at jana.k@casino.guru. Thank you for your continued support.

Could you share it with me as well so i can make sure nothing is edited or photoshopped/AI generated.

Thank you

Dear Jana,

Thank you for your response.

We have sent all the necessary information and supporting evidence regarding this case directly to your email for review.

Please let us know if any additional clarification or documents are required.

Kind regards,

Newlucky Casino Team

Dear Magoman,

Thank you for your message. After thoroughly reviewing the evidence presented by the casino, I regret to inform you that I must decline your complaint. As previously indicated by the casino in the message above, it appears you have violated their terms and conditions by creating multiple accounts, engaging in fraudulent behavior, and abusing bonuses. Please feel free to reach out to us if you have any questions or encounter any issues in the future. We are here to assist you.