Lucy's Casino - Pelaajan voitot on takavarikoitu.

The casino simply deducted €769.02 from my account and kept it for themselves.

I had made several deposits before.

Furthermore, I had played through a bonus, which had then expired. When I wanted to withdraw, I received a message saying that I had apparently violated the terms and conditions and that the money would be withheld.

Only my last 2 deposits (2x200€) were paid out to me.

However, some of the withheld amount was also from previous payments, which was also included in the 769.02

€ will therefore be retained.

I wonder what right this casino has to do this.

Furthermore, I continue to receive bonus offers from the casino almost daily. Why do they send me these offers and then claim that I'm violating something?

Unfortunately, this is very criminal of the provider.

I ask for your help!!

Thanks!

Das Casino hat mir einfach 769.02€ von meinem Account gestrichen und selber einbehalten.

Ich hatte mehere einzahlungen gemacht davor.

desweiteren hatte ich einen Bonus durchgespielt, dieser war dann beendet. Als ich auszahlen wollte wurde mir geschrieben dass ich anscheinend gegen die AGBs verstossen hätte und das Geld wird einbehalten.

lediglich meine letzte 2 Einzahlungen (2x200€) wurden mir dann ausbezahlt.

allerdings ist von der einbehaltenen summe einiges Geld ebenfalls von vorherigen einzhalungen gewesen, das wurde ebenfalls in den 769.02

€ somit einbehalten.

ich frage mich, welches recht dieses casino hierzu hat.

desweiteren erhalte ich weiterhin fast täglich Bonusangebote vom Casino, warum wird mir das zugesendet und im nachhinein behauptet ich würde gegen irgendwas verstossen?

das ist leider sehr kriminell vom Anbieter.

ich bitte um ihr Hilfe!!

danke!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucy's Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you had an amount pending for withdrawal when you deposited and accepted a bonus?
• Was your account closed as a result of the supposed breach of the terms and conditions?
• Was your account verified? Which documents did you provide during the verification process?
• Is there any other relevant communication or evidence you wish to share? You may post screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I had 907.98€ in my account, then I requested a withdrawal of 199€

A day later, I accepted a bonus and made a new deposit. I had received a bonus offer.

My account wasn't closed, but my stake was limited, and shortly afterward I received an email stating that I had allegedly violated the terms and conditions, which doesn't make any sense to me.

My account had been verified with ID and bank statement for over a year.

Hallo,

Ich hatte 907.98€ auf meinem Konto, dann hatte ich eine Auszahlung benatragt in Höhe von 199€

einen Tag später hatte ich dann ein Bonus angenommen und neu eingezahlt. Ich hatte ein bonusangebot erhalten.

mein Konto wurde nicht geschlossen aber mein Einsatz limitiert und kurz darauf habe ich eine mail erhalten dass ich angeblich gegen bedingungen verstossen habe, was aus meiner sicht keinen sinn macht.

Mein Konto war seit über einem Jahr verifiziert mit Ausweis und Komtoauszug.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of Lucy's Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucy's Casino representative to join this conversation.

Dear Lucy's Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We would like to inform you that following a detailed review of the user’s Bastosh98 gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions, specifically clause 12.10, which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

As the player utilized multiple proxy IPs while playing in our casino, they breached clause i) of the above T&C's. Consequently, we proceeded with the deduction of his winnings amounting to €769.02.

Most of the user’s IP addresses were flagged as proxy IPs. This aligns with the user’s overall activity, which had previously been assessed by our trading team as high risk. As a result, the user’s Sportsbook limits were fully restricted.

Should you require any further clarification or evidence, please contact us via email, and we will provide you with the additional documentation.

Best Regards,

The Lucy's Casino Team

Hello,

I have never used a VPN or anything similar.

I was only active when I had access to your site from my location.

That is why I object to such statements and insinuations.

Furthermore, this has nothing to do with profits; it's just a made-up reason for you to keep money from your customers.

In addition, you have not only retained winnings but also previous deposits.

You just decided this arbitrarily, as you felt like it.

I continue to demand compensation for such criminal behavior.

Hallo,

es wurde von meiner Seite nie ein VPN oder ähnliches benutzt.

Ich war immer nur dann aktiv, wenn ich von meinem Standort aus Zugriff auf eure Seite hatte.

deswegen verbitte ich mir solche Aussagen und Unterstellungen.

Desweiteren hat dies nichts mit Gewinnen zu tun, es ist für euch nur ein erfundener Grund um das Geld von euren Kunden einzubehalten.

außerdem habt ihr nicht nur gewinne sondern auch vorherigen Einzahlungen einbehalten.

Dies habt ihr auch nur willkürlich selber entschieden wie ihr gerade Lust hattet.

ich verlange weiterhin Entschädigung für so ein kriminelles verhalten.

Dear player,

Could you please send me a screenshot from your player account, where your submitted address would be visible?

Thank you.

Hello,

I have sent the screenshot to you by email.

Hallo,

ich habe den Screenshot per Mail an Sie versendet.

Dear Lucy's Casino,

Can you please forward me the player's login history showing when and from which IPs the player has registered and played in your casino? Has there been any unfair advantage gained or restriction bypassed by using VPN? Please forward me any other relevant information and evidence that would prove the breach of your T&Cs by the player to miroslava.d@casino.guru.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It doesn't surprise me that the casino hasn't responded to such half-truths. In my opinion, it's simply fraud.

Es wundert mich nicht das keine Antwort vom Casino kommt bei solchen halbwahren Anschuldigungen. Einfach nur Betrug in meinem Augen.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear player,

After reviewing the evidence provided by the casino, we decided to close this complaint as unjustified due to the following reasons:

• The evidence suggests the use of software-assisted methods in your account, which is against the Terms and Conditions, and
• The issue is sports betting related. We do not have the expertise and resources to handle sports betting related issues.

I am sorry we were not able to help you in this case, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Best regards,

Mirka