The player from Portugal discovered that his account at Lucky VIP Casino had been blocked, and his balance had been removed without clear explanation. He requested clarification on the reasons for the account blocking, the justification for the balance removal, the applicable terms, and the process for appealing the decision or recovering funds. The player explained that the account had been registered with incorrect personal details due to autofill, but he had attempted to correct the information before requesting withdrawal. The casino closed the account and withheld the balance, citing discrepancies between registration data and verification documents, referencing their terms and conditions. After reviewing the case, we determined that the player was responsible for providing accurate registration information, and the casino's actions complied with their rules, so further assistance could not be provided.
VipLuck Casino - Player’s account has been closed and balance removed.
Unjustified complaint
Amount: €90
VipLuck Casino
Safety Index 7.7 Above averageCase summary
SENT THIS EMAIL
Dear Sirs,
I am writing to request clarification regarding the blocking of my account at Lucky VIP Casino and the removal of the balance that was available.
Recently, when attempting to access my account, I discovered that it had been blocked and that the existing balance had been removed. To date, I have not received a clear explanation as to the reasons for this decision.
I would therefore ask for:
The specific reason for the blocking of my account;
The justification for the removal of the balance;
A copy of the terms and conditions on which this action was based;
Information on the procedure for appealing the decision or recovering the funds, should there have been a mistake.
I would appreciate a detailed response as soon as possible.
Yours faithfully,
And if you do not proceed with the refund to my registered IBAN, I request that you delete all my data in accordance with GDPR regulations.
I'm worried about my KYC data, photos and documents
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Hello,
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
Translation
Hi Attila,
Thank you for your reply.
The winnings came from playing pragmatic's Mega 3000 roulette.
Regarding the bonus, I received a 100% bonus on the 40 euro deposit I made, I kept 80 euros, and I played roulette until I won the 90, and canceled the 40 bonus to withdraw. but I canceled this bonus before requesting any withdrawals, precisely so that I could withdraw the approximately 90 euros I had in my balance. So the funds I requested for withdrawal were not subject to an active bonus.
As for the verification process, I initially requested the withdrawal and was informed that it would take up to 72 hours to be processed. Subsequently, the withdrawal was canceled and I was informed that I needed to complete the KYC process.
During this process, support informed me that the name registered on my account needed to be corrected to match my documents exactly. I contacted support and asked for the account details to be changed. I was told that the request would be forwarded to the responsible team and that the situation would be resolved.
However, instead of receiving assistance to correct the account details, my account was closed and I received an email informing me that my funds had been withheld and my winnings voided due to the discrepancies found.
What I find worrying is that I followed the instructions provided by the support itself to correct the data and was waiting for the account to be updated. At no point was I given the opportunity to complete this correction before the account was definitively closed and the funds withheld.
Since then, I have been trying to get further clarification, but have received no response from the operator.
I would therefore like this case to be looked at again, as I have shown full willingness to complete the verification and correct any necessary data, as directed by support itself.
I look forward to a reply.
Email vipluck:
Hello,
We are writing to inform you that, following a review of your account and the documents submitted, discrepancies have been identified between the information provided during registration and the verification documents received.
As stated in the Terms and Conditions - Your Account, Section 3.3 - to open an account, a player must provide their name, email address, date of birth and physical address.
According to your Warranties, Section 4.1, by opening an account and using the platform, the player warrants that all data and information provided during registration is true and real, and that this information will continue to be updated in case of any changes.
Furthermore, in accordance with its Warranties, Section 4.3, by opening an account, the player warrants that true and complete information has been provided as requested in the registration form.
The AML and KYC Policy - Account Registration, Section 5.5, further states that supporting documentation may be requested to confirm the accuracy of the information provided during registration, and that any discrepancies may result in account restrictions or refusal to integrate the user.
In addition, under Your Account, Section 3.14, we may close or suspend an account if the player is not complying with the Terms and Conditions, or if we reasonably believe that the player is not complying with them. In such cases, we may cancel and/or void any bets and withhold any money in the account, including the deposit.
Unfortunately, due to discrepancies identified during the verification process, the account was closed in accordance with the applicable Terms and Conditions. As a result, the account balance has been withheld and any related bets or winnings have been voided.
If you have any questions or need clarification on this decision, please contact our Customer Support team.
Dear Player, thank you for your response. Could you kindly provide us with the specific information that has been entered incorrectly? Additionally, could you please help clarify the discrepancies between the account information and the submitted documents?
Thank you for your patience and cooperation.
TranslationDear all,
As previously reported, even before requesting the withdrawal (checkout), I contacted you to ask for the account details to be corrected.
The reason for the discrepancy is that the account was created using information that was previously saved in the browser and was filled in automatically at the time of registration. As soon as I identified the error, I asked for the data to be changed.
I would like to point out that the documents sent have always been correct, valid and belong to the person who holds the account. All the documentation submitted clearly proves the user's identity.
To date, I have not received an objective explanation as to what specific information was found to be incorrect or what concrete discrepancies were found between the account and the documents. For this reason, I would ask you to indicate in detail what data is being questioned and what discrepancies have been identified.
I have the impression that the analysis did not adequately consider the documents sent and the requests for corrections made previously. I reiterate my full willingness to collaborate and provide any additional information necessary to resolve the case.
I look forward to an objective response indicating exactly what discrepancies have been identified and a solution to the situation.
Yours sincerely.
Thank you very much for your response. After thoroughly reviewing all the available information, I regret to inform you that we will not be able to assist you further with this complaint. Ultimately, it is the responsibility of each player to provide complete and truthful information during the registration process. Casinos are generally within their rights to suspend accounts if this guideline is violated. This is also outlined in the casino's terms and conditions:
4.3. By opening an account on this Website, you warrant that you have provided us with true and complete information as requested in the registration form.
As you have acknowledged submitting incorrect personal details, there is unfortunately little more we can do for you at this time. I can only recommend that you take care to avoid such actions in the future and always enter the registration data correctly.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Attila
