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The luckyanon platform won't release my payment and says I have multiple accounts, even though I've never played on that platform, so I need them to unblock my account

Plataforma luckyanon não libera meu pagamento e fala que eu tenho várias contas, sendo que eu nunca joguei nessa plataforma, então preciso que desbloqueam minha conta

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Dear Luizinho22,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you have access to your account, but the casino refuses to process your withdrawal request?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning, Kristina. I’m the only one at home who plays on casino platforms. I have several accounts on my phone—I’ll name a few: Gamdom Game, Blaze, 500 Casino, and Qzino. I’m a VIP on almost all of them. This is the first time I’ve played on the Luckyanon platform, and they don’t require KYC—they just sent a code via email to access the account after registration. The platform has blocked withdrawals and games, but not deposits; if I deposit, they’ll accept it even though the account is blocked. I need your help.

Bom dia Kristina, em casa só eu que jogo em plataforma de cassino, eu tenho várias contas no meu celular, vou citar algumas, gamdom game, blaze, 500 Casino, Qzino, quase todas sou vip, essa plataforma Luckyanon é a primeira vez que jogo nela, e eles não pedem kyc, apenas mandou um código via e-mail para acessar a conta após o cadastro, e a plataforma bloqueou o saque e os jogos, mas o depósito não, se eu depositar eles aceitam mesmo bloqueado, preciso da sua ajuda.

Kristina, I didn't have an active bonus; I used regular money without a bonus, okay? That's a very important point. If they claim I had multiple accounts, then why did they accept six deposits from me without telling me, or why did they let me sign up there? That's really wrong, but it’ll work out—I have faith.

Kristina eu não tinha bônus ativo não, foi com dinheiro normal sem bônus ok, é um ponto muito importante, se eles alegam que eu tinha várias contas, porque então eles aceitaram 6 depósitos meus sem me avisar ou porque deixaram eu me cadastrar nela, ta muito errado isso, mas vai resolver tenho fé

Thank you very much for your reply, Luizinho22. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Track chat conversations, deposits, and frozen amounts

Segue as conversas no chat, depósitos, valores bloqueado

Hello,

We have concrete evidence of multiple accounts created from the same device which is a violation of our terms of service. Could you please provide an email address we should send the evidence to as it includes personal information of the player that should not be posted publicly .

LuckyAnon not only failed to pay me what I won, but also asked for my email address to send proof that I had multiple accounts with them—and guess what? They still haven’t sent anything. this is a scam—there’s no other explanation. All the complaints about this platform are exactly like mine: when a player loses, their account isn’t blocked, but when they win, they claim the player has multiple accounts. I’m from Brazil myself and didn’t even know about this platform, but I ended up signing up and this happened to me too. I just want my money and nothing else. Let’s see if the platform is truly trustworthy or if it’s just another one that’s constantly scamming people.

LuckyAnon além de não pagar o que ganhei, pediu meu email para mandar as provas que eu tinha várias contas com eles e adivinha, até agora não enviaram nada, isso é golpe não tem outra solução, todas as reclamações dessa plataforma é essa mesma que a minha, o jogador perde e não tem a conta bloqueada, quando ele ganha eles alegam ter múltiplas contas com ele, eu mesmo sou do Brasil e nem conhecia essa plataforma, mas acabei me cadastrando e aconteceu isso comigo tmb, só quero meu dinheiro e mais nada, vamos ver se a plataforma é leal de verdade ou é mais uma que vive dando golpe nas pessoas.

Good afternoon, Casino Guru. The Luckyanon platform asked for my email address to send me the proof, but they haven't sent it yet. I have their email address, but they aren't responding to me. Kristina also asked me to contact her, but so far no one has responded. I need to withdraw my money, which they've frozen.

Boa tarde Casino guru a plataforma luckyanon pediu meu email para mandar as provas e não me mandaram até agora sendo que eu tenho o e-mail deles e eles não me respondem, a Kristina também pediu pra chamar ela mas até agora ninguém responde, preciso sacar meu dinheiro que eles bloquearam.

Good morning, Casino Guru. I’m going to send you an attachment so you’ll believe me. After the Luckyanon platform took my deposits and I lost—as I mentioned earlier—I made another deposit, which is when I won, but they wouldn’t let me withdraw my winnings. Now, as unbelievable as it may seem, since they didn’t find enough evidence to refuse to pay me, they’ve restricted my country to make the withdrawal even more difficult. Please, this platform is acting in bad faith. Help me resolve this—when I lost, there were no restrictions, okay?

Bom dia Casino guru, vou mandar um anexo para vocês acreditarem em mim, a plataforma luckyanon depois de ter pegado meus depósitos e ter perdido como já mencionei, eu fiz outro depósito que foi quando eu ganhei e eles não deixaram eu sacar, agora por incrível que pareça como eles não acharam as provas suficientes para não me pagar eles restringiram meu país para complicar ainda mais o saque, por favor essa plataforma está agindo de má fé, ajudarem a resolver isso, quando eu perdi não tinha nenhuma restrição ok.

Dear Luizinho22,

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, Michal (michal.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,

Kristina

Hello Luizinho22,

I'm Michal, and I have taken over your complaint. I will continue communicating with the casino and will conduct an independent review of the information and evidence provided by both sides.

Dear LuckyAnon Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

You can send the information and evidence to me via email at michal.k@casino.guru for an independent review.

Thank you in advance.

Thanks, Michael. Just one more thing: they restricted my region yesterday. Okay, up until then, I was able to make deposits and play just like I did, but now, after this disagreement, they’ve started blocking my country, and I can’t access anything else on the platform anymore. and they’ve refused to respond to me or send the evidence I have here in my email.

Obrigado Michael, só mais uma ressalva eles restringiram minha região ontem ok, até então dava para depositar jogar igual eu fiz, agora depois desse desentendimento eles passaram a bloquear meu país e não consigo acessar mais nada na plataforma, e eles se recusaram a me responder e mandar as provas tmb que tenho aqui no meu email.

Hello,

The evidence of multi-accounting has been provided to your email.

Regarding the restriction of gameplay in Brazil, that has no relation to this situation, nor is it an argument we are making in this matter. At the time of play by this user Brazil was permitted, and for unrelated reasons to this specific case, we now restrict access to all players from Brazil.

As I mentioned, the Luckyanon platform asked for my email address to send the exams and said in the reply above that they had sent them to me, but they didn’t send anything. If possible, please send a screenshot showing that you sent me that email, because it’s not in my inbox or my spam folder, okay? I’ve already sent 7 emails to Luckyanon, and they haven’t replied to a single one. I’m waiting for that email you sent, and here’s my login email again: lu****** c@outlook.com

Olha como mencionei a plataforma luckyanon pediu meu email para enviar as provas e disse aqui na resposta acima que me enviou, mas não enviaram nada, se possível manda um print que vocês me enviaram esse e-mail por que não está na caixa de entrada e nem no spam ok, eu já enviei 7 email para a luckyanon e nem um eles responderam, fico no aguardo desse email que vocês enviaram e segue meu email de login novamente, lu******c@outlook.com

Dear Luizinho22,

There may have been some confusion. While the casino team's response may not have been entirely clear, the email was sent to me as the moderator handling this complaint, rather than directly to you.

As the email contains sensitive system-related information, it cannot be shared with private individuals, as doing so could create a risk of such information being misused.

I can assure you that I will thoroughly review all the available information and evidence before reaching a conclusion regarding your case.

Additionally, as the casino team explained, their decision not to accept players from Brazil is unrelated to your specific case. It is also quite common for casinos to stop offering their services in certain countries, and this is generally at their own discretion, subject to applicable regulatory requirements.

I completely understand that the platform doesn't accept players from Brazil, okay, but what I don’t accept is them claiming that I have other accounts, or that I made some deposits that the platform accepted and allowed me to play. After this mix-up with the payment, they restricted my region. I eagerly await your response regarding the account.

Eu entendo perfeitamente que a plataforma não aceite jogadores do Brasil ok, mas o que eu não aceito é ele falarem que tenho outras contas e também que eu fiz alguns depósitos e a mesma aceitou e deixou eu jogar, depois dessa confusão com o pagamento eles restringiram minha região, aguardo ansiosamente seu retorno sobre a conta.

Thank you for all the information and evidence provided, LuckyAnon Casino Team.

Dear Luizinho22,

Thank you for your patience.

After carefully reviewing all the information and evidence provided, we have concluded that this complaint must be rejected as Unjustified.

The casino has demonstrated that your account is linked to other accounts using the same device within the same timeframe, which constitutes a breach of both the casino's general terms and bonus terms. Casinos enforce strict policies regarding multiple accounts, and in this case, the casino has acted in accordance with its established rules.

We understand this may be disappointing, but all players agree to abide by the casino's terms and conditions upon registration, and it remains each player's responsibility to ensure compliance.

Should you believe you have valid reasons to pursue this further, you may consider reaching out to the casino's licensing authority or the relevant regulatory body in your jurisdiction. If you receive a decision, please forward it to michal.k@casino.guru, and we will be happy to review it.

We regret we could not be of more assistance in this instance. However, should you encounter any issues with this or any other casino in the future, please do not hesitate to reach out – we will try our best to help.

Best regards,

Michal

Casino Guru