Luckychoo Casino - Pelaajan kotiuttaminen viivästyy.

On the 12th of October, I logged into my account and had a cashback amount of 145 reais. I played with it and won, then proceeded to withdraw 9000. Now, the casino is claiming that I've violated the terms and that my account is a duplicate, which is impossible. I only have one account and it is verified!

No dia 12/10 entrei em minha conta e possuía o valor de 145 reais de cashback,joguei com o mesmo e tive ganhos realizei o saque de 9000 e a casa está agora dizendo que violei os termos e minha conta é duplicada,coisa impossível,eu só tenho uma conta e ela inclusive é verificada !

Dear Kaahns,

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.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do you currently have access to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I have access to the account yes, the attendant in the case said that she would see if she could get a withdrawal of 500.00 as compensation, I played in slots, the Wi-Fi I use is community I informed this to the chat but they insist on saying that several accounts were created from my phone which is impossible

Olá,tenho acesso a conta sim,a atendente no caso falou que iria ver se consegue um saque no valor de 500,00 como compensação,joguei em slots,o Wi-Fi que uso é comunitário informei isso ao chat mais eles insistem em dizer que várias contas foram criadas do meu telefone oque é impossível

Thank you very much for your reply, Kaahns. Could you please clarify which games you played?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Sent by e-mail, I've played several slots games

Enviado por e-mail,joguei em vários jogos de Slots/caca níquel

Thank you very much, Kaahns, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you Kaahns for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Luckychoo Casino for their help in resolving this complaint. We would like to ask if you can provide us with evidence of multiple accounts or help resolve this issue in another way.

Thank you!

Dear Kaahns, I was informed by the casino representative that you had used the disputed funds to play and lost them. Can you please confirm it as we won't be able to assist you further in your case? Thank you in advance!

Dear Kaahns,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.