The player from France faced a serious dispute with the Olymp casino, having had his account closed after requesting a partial refund due to a technical issue. He asserted that despite numerous attempts for clarification and compensation for his over €70,000 in deposits, the operator had ceased communication and provided only a minimal refund. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future should he choose to resume communication.
Olymp Casino - Player's account has been closed with no explanation.
Closed
Our verdict
Player stopped responding
Amount: €20,000
Olymp Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
Subject: Request for assistance – Serious dispute with the Olympe / Lucky8 / JackpotBop group
Good morning,
I am contacting you to request your assistance in a major dispute with the online casino group operating under the brands Olympe, Lucky8 and JackpotBop, all regulated under a Curaçao license.
Summary of the situation:
I have been a loyal customer of these platforms for several years (initial registration around 2020 on the old Cresus interface).
My cumulative deposits since my registration exceed €70,000 (evidence available: screenshots, bank statements, history).
In April 2025, I requested a partial refund following a technical malfunction at a blackjack table. Validated by one of their operators.
Shortly after this request, my account was abruptly suspended without clear justification, before being temporarily reactivated... then permanently closed, including all my accounts linked to the same license (Lucky8, JackpotBop, etc.).
The only gesture made by the operator was a partial refund of €1,070, representing a tiny part of my total deposits.
Since then, support has stopped responding to any of my requests. The operator considers the matter closed and refuses to engage in any dialogue.
What I dispute:
The arbitrary and collective closure of my accounts, without documented justification or real violation of their T&Cs.
The total lack of transparency despite my numerous reminders.
Refusal to review my deposit history and offer proportionate compensation.
The manifestly abusive nature of certain clauses invoked to refuse any dispute.
I am willing to provide you with all necessary evidence (emails, support responses, amounts deposited, screenshots, etc.) to support my approach.
But unfortunately I no longer have the screenshots with the support who had validated the bug on the blackjack but all the exchanges by email yes
What I'm looking forward to today:
I am requesting your assistance as an independent mediator, to:
Obtain a clear and official explanation for the permanent blocking of my accounts,
Encourage a reopening of dialogue with the operator,
And/or obtain a fairer refund in relation to my deposits and the moral damage suffered.
I remain of course open to an amicable and rapid solution, and I thank you in advance for the attention you will give to my situation.
Sincerely,
Naïs
Automatic translation:
Public
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Olymp Casino.
Please note that each complaint thread is assigned to a single casino. If you have an issue with any other online casinos, kindly submit a new complaint for each one.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain whether the Olymp Casino withheld any balance when closing your account, on top of the amount of 1070€ the casino refunded?
- What was the reason for account closure given to you by the casino?
- Could you please explain what the disputed amount of €20000 represents in your situation?
- Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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
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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.
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6 months ago
Dear naispira59,
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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6 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,
Tomas
Casino.Guru
