Luckygem Casino - general discussion

If you want to discuss anything related to Luckygem Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Perfect casino

Can you say what specifically?

I think other players could use it.😀

I would like to file a complaint against Lucky Gem, which is operating illegally and refuses to refund my deposits.

Here is my situation:

I deposited a total of €297 and verified my account when I registered. Later I won up to €1,500 and requested a withdrawal. Instead of processing it, Lucky Gem cancelled my withdrawal saying my "zip code was not on the ID anymore", even though they had already accepted my documents before. They asked me to email all my personal information again and told me it would take only 30 minutes.

While waiting for verification for many hours, I asked support multiple times, but they kept delaying and telling me to wait. Because of the stress and uncertainty, I continued gambling and my balance dropped significantly. Only *the next morning*, when I had about €500 left, they suddenly approved the withdrawal request — but still did not process it. Eventually the entire balance was lost.

Important:  

I am registered in **CRUKS** in the Netherlands due to a gambling addiction. Licensed casinos cannot allow me to play. Lucky Gem is unlicensed and illegally allowed me to deposit and gamble, which is a serious violation of Dutch law.

When I asked for a refund of my deposits due to illegal operation and CRUKS violation, they replied with a message saying my case was sent to "Compliance" and would take **3–6 months**. This is clearly a stalling tactic used by unlicensed casinos. Legitimate operators process complaints within days, not months.

Lucky Gem is:

• operating without a Dutch gambling licence  

• accepting CRUKS-registered players  

• cancelling valid withdrawals without reason  

• delaying verification until the player gambles the money back  

• refusing to process refunds  

• providing fake "compliance reviews"  

• ignoring responsible gambling rules  

I am requesting Casino Guru’s assistance in recovering my €297 deposit, as these funds were taken illegally and under false pretenses.

I can provide chat logs, emails, screenshots, and any other evidence you require.

Thank you in advance for your help.

According to our information, this casino doesn't accept players from your country.

Have you used a VPN to register and play there by any chance? 🤔

How come they verified your account? What documents did you send them, please?

Casino with a good variety of games and attractive bonuses. The platform is decent, but customer service could be improved and the terms and conditions are somewhat confusing overall.

Thanks for the information.

If you could improve customer support, how would you do it? Regarding the terms, what specifically is confusing? Is there something you don't understand, and if so, what?

Great casino.. Fun!

Can you tell us more about your experience? 😀

I will probably file a complaint because this casino refuses to pay me out. On March 19th, I requested a withdrawal, which was initially canceled because I first had to verify my account. That was acceptable to me. After successfully completing the verification, I requested another withdrawal and received a confirmation email stating that my withdrawal would be processed within 48 hours. When this didn't happen, I inquired and was told to give them time. My withdrawal still hasn't been processed, and my emails have been ignored for two days. No response whatsoever. No one in the live chat is willing to help; they only say they'll forward it.

Hello Gretche70, I understand this is inconvenient, but on the other hand, a complaint is not an instant solution. Just a kind reminder, if you do not mind, the casino has 14 full days to resolve the situation; only if they fail are we in a position to step in actively.

Live chat workers are usually not very helpful, as you found out; they are not involved in the transaction process, so actually they can only forward a concern.

It's a fresh casino, so I sincerely hope it won't take longer.

Does this casino accept players from Germany?

Although your site says no, I was able to log in without a VPN, hence the question.

Hello, that's a great question.

Basically, we do not say whether it is technically possible to register, but rather what is allowed by the casino. So, if your country is listed among the allowed countries, it should be okay. If the review states that the casino does not accept players from Germany, it is advisable to double-check the rules to confirm that Germany is not listed among the restricted countries and to see if the casino allows VPN usage.

I found this particular warning on our website saying, "Important: VPN not allowed: This casino doesn’t allow players to use VPNs. Be careful because if you’ll access this casino using VPN, it may in the future use it against you and void your winnings."

I did not use a VPN. Registration and verification were also successfully completed.

No payout has been processed by the casino. Support has repeatedly given the runaround. Furthermore, they stated that they have no idea what the finance team is doing and cannot contact them.

The payout was initially processed, but then remained pending for five days before being cancelled. This cycle then repeated continuously.

I advise everyone to be cautious when using this casino.

At least it seems that the VPN and the country are not an issue. But I understand that payouts should be clearly carried out, and roundabouts do not build trust in casinos' services. What sort of explanation are you getting, if I may ask?

It's quite common that no other team has access to finance schedules. 🙁 Which obviously makes the updates less fluent. However, repeated cancellation deserves proper handling. No questions about that.

Casino: LuckyGem Casino

Complaint Amount: €19,010

I am submitting this complaint regarding the confiscation of my casino balance of €19,010 by LuckyGem Casino.

After accumulating winnings in my account, LuckyGem informed me that my account had been blocked and my balance confiscated due to alleged VPN usage. I strongly dispute this allegation.

I have never knowingly used a VPN while accessing or playing on LuckyGem Casino. I have repeatedly asked the casino to provide evidence supporting their accusation, but no evidence has been provided.

I contacted customer support multiple times via email and live chat. During the live chat, customer support informed me that they could not provide any further explanation beyond previous emails and stated that the decision was considered final. They also refused to provide any additional evidence or details regarding the alleged violation.

I believe this is unfair because:

My balance of €19,010 was confiscated.

No clear evidence has been provided to support the VPN allegation.

I have cooperated fully with the casino.

My requests for clarification and review have been rejected without proper explanation.

I respectfully request that AskGamblers investigate this dispute and ask LuckyGem Casino to provide:

The evidence allegedly showing VPN usage.

The specific Terms and Conditions they believe I violated.

A full review of my account and case.

Restoration of my confiscated balance if no valid evidence exists.

I am willing to provide all emails, screenshots, and chat transcripts upon request.

Hi, I see you're having a problem with the VPN. I guess the most important thing for me right now is whether you were using it or not?

It would also be good to check where you're posting, and if you're posting here, don't write something like this—it sounds strange: "I respectfully request that AskGamblers investigate this dispute..."

In any case, I still hope this situation can be resolved. You wrote that you didn’t use the VPN, so what actually happened?

Hi Jaroslav,

Thank you for your reply.

First of all, I apologize for the confusion in my previous message. When I mentioned "AskGamblers," that was a mistake on my part. I am seeking assistance here through Casino Guru regarding my dispute with LuckyGem Casino.

To answer your question directly: I was not using a VPN while playing or accessing my LuckyGem account.

I only connected through my regular Wi-Fi connection. I am not familiar with VPN networks and I have never intentionally used a VPN service to access the casino or bypass any restrictions.

This is why I am confused by the casino's allegations. The casino informed me that my account was blocked due to alleged VPN usage, but they have not provided me with any evidence showing that I actually used a VPN.

My main concern is that my account was closed and my balance of €19,010 was confiscated based on an accusation that I believe is incorrect.

I would appreciate it if LuckyGem Casino could provide clear evidence of the alleged VPN usage so that I can better understand and respond to their claims.

Thank you for your time and assistance. I hope this matter can be resolved fairly.

Kind regards,

Wessel Merkus

So let's see what we can do and what the casino will provide our team. Usually, these kinds of things aren't shared with players, but if you say you haven't used a VPN at all, then I don't really understand the casino's reasoning.

But we'll have to wait and see how the complaint develops. 

ok lets goo