LuckyHills Casino - Pelaajan tili on suljettu.

They simply closed my account without providing any information and are no longer responding to my emails.

Haben einfach mein Konto geschlossen ohne irgendwelche Angaben und antworten nicht mehr auf meine Emails.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for the verification of your account?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot of it.
• When exactly was your account closed, and when was the last time the casino communicated with you regarding the closure?

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

Best regards

Veronika

I had already completed KYC. I played without a bonus. They last contacted me two weeks ago, and haven't written anything since.

KYC hatte ich davor gemacht. Ich habe ohne Bonus gespielt. Das letzte mal haben sie mich vor 2 Wochen kontaktiert, danach haben sie gar nichts mehr geschrieben

Please forward me the email you received from the casino confirming the closure of your account at veronika.f@casino.guru. Kindly include any other communication that may be relevant to the investigation of your case as well.

Additionally, please specify which types of games you played shortly before your account was closed. Thank you for your cooperation.

I've done it.

Habe ich erledigt

Please specify which types of games you played shortly before your account was closed. Thank you for your cooperation.

Unfortunately, I don't remember that anymore.

Das weiß ich leider nicht mehr

I understand. Could you please clarify whether you participated in sports betting, or whether you only played slots or live casino games?

I participated in both: casino and sports betting.

Ich habe bei beidem mitgemacht. Casino und Sportwetten

Dear Yvonne91

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, Martina (martina.b@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,

Veronika

Dear Yvonne91,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite LuckyHills Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

The player’s account has been temporarily unlocked for the purpose of withdrawing the remaining funds. The player can withdraw the balance, but gameplay remains restricted.

We have also sent you additional information regarding the case by email. We would kindly ask you to take a look when you have a chance.

Thank you!

Hello Yvonne91,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Yvonne91,

Did you have a chance to withdraw your money?

Please let me know!

Thank you very much in advance

Yes, thank you very much for your support!

Ja, vielen Dank für die Unterstützung!

Dear Yvonne91,

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.