Luckygem Casino - general discussion (page 3)

That changes the situation: they have now confirmed that the remaining funds were voided, rather than simply leaving you unable to withdraw them. I understand why their refusal to explain or support that decision is upsetting.

Please add this latest response to your existing complaint, ideally with the chat transcript or screenshot. It is relevant to the team’s assessment of the €6,700 and the VPN allegation you dispute.

Even if the casino doesn’t disclose its security records directly to you, that doesn’t make the allegation proven. Our Complaints Team would need to assess any evidence provided before reaching a conclusion. For now, let’s give them time to review your submission.

These are the screenshots of my conversations with the customer support.

**sorry for the bad language but I was very frustrated by their mockery **

I've requested another withdrawal now, I'm curious how long it will take this time, I've already been waiting for 24 hours. The first withdrawal took 15 minutes, I'll keep you updated 🙂

Hey there, I'm curious too! May I know what option you chose?

In any case, hopefully there won't be any struggles. 🍀

I'm relatively new here and just starting to explore Luckygem. The VPN issue with Nora19 is a bit worrying; hopefully, this forum can help clarify things. AleKing44, did you have to go through the entire KYC process before your first withdrawal? I'm curious if the delay might be due to further verification.

The screenshots make the casino’s position clear: it says your account was permanently closed and the funds voided because of alleged VPN use. However, the conversations don’t show the evidence supporting that allegation, which you consistently dispute.

Calling the decision "final" does not, by itself, establish that it was justified. Your existing complaint is the appropriate place for our team to assess the explanation and any supporting records.

I appreciate your apology about the language. I understand your frustration over €6,700, but please keep further communication respectful, insults can lead to the conversation being ended without helping clarify the issue.

Also, your name and email address are visible in one screenshot. Please hide those details in the public attachments.

I withdrew using Revolut. Yes, I also hope there won't be any problems. The 48 hours will be up in a few hours. According to their terms, a withdrawal can take up to 48 hours.

For the first withdrawal, I only had to verify my ID. For the second, they also wanted proof of address. According to them, everything has now been fully verified. Nevertheless, I'm surprised that the withdrawal is taking so long this time. I currently have €500 available for withdrawal and another €1,000 in my account balance.

Thank you for everything!!!

Its not only about the money but also for the feeling that a innocent player is not safe at a casino.very bad feeling

Hi, glad you are here.

Can you maybe tell us your experience you had in this casino?

I understand and believe everything will be clarified and resolved in the end.

Fingers crossed. 🤞

So, 48 hours have passed. The second payout hasn't arrived yet. Oh well... I guess I was lucky that my first payout came through so quickly.

I've played LuckyGem a couple of times and, honestly, it's not for me. The design doesn't quite appeal to me, and the game selection isn't particularly interesting either.

Hey, no reason to panic but it really seems it was earlier not actually thanks to Revolut but rather quicker casino steps, I guess.... Well, considering it's almost the end of the week, do you know whether they process payout during weekends, please?

I'm not suggesting any longer delay, just thinking a bit ahead.

Hey, thanks for joining us here.

Am I correct in assuming you haven't had a chance to withdraw? I mean, considering the casino is not pretty much interesting enough, just like you said.

Good morning, I received my second payout a few minutes ago. I'm not sure if they process payouts on weekends, but I assume they do.

Good morning! That was quicker than I expected. 😆 My question about payouts on weekends is not very relevant now. 😁

Thank you for sharing; now we have experience to work with. 🙌