LightCasino - Player's account was closed.

On April 20, 2023, I created an account on LightCasino. I deposited 500 PLN, placed a sports bet and won 3422 PLN. I did not use the welcome bonus. Then, on April 21, I requested a withdrawal of 1700 PLN because I couldn't withdraw the full amount of 3422 PLN at once. On April 26, I received an email from Aneta (LightCasino):

"Dear Mr. Jerzy,

Upon closer examination of your account, we have discovered that you have an active exclusion at one of our sister casinos.

As a result of our verification, we have closed your LightCasino account.

If you wish to reopen your account, we will be happy to consider your request upon receiving it.

Regarding your request for a withdrawal of 1700 PLN and your account balance of 1,802.60 PLN, our Finance Department will contact you.

Thank you for your understanding."

On April 28, I received 1700 PLN in my Jeton Wallet account. Regarding the remaining 1822 PLN, the Finance Department was supposed to contact me. Despite three attempts to contact them via chat, as of May 8, 2023, I have not received any response from the Finance Department and have not been able to recover my 1822 PLN. I would like you to look into this matter, as it has not looked good from the beginning. The casino has good reviews on this website, so I am a bit disappointed.

Dear jorgekmaker,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LightCasino.

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

Could you please explain if you have an active self-exclusion in one of the associated casinos of LightCasino?

Is the reason for the self-exclusion due to a gambling problem?

Thank you very much in advance for your reply.

Best regards,

Tomas

I don't know what casinos are affiliated with Lightcasino. I know that in casinos such as Malina Casino I am banned and cannot play there. In every similar casino, I get a message when creating an account that the company cannot provide services to me. I created an account at Light Casino and there was no such message, so I started playing and after 6 days my account was closed.

Thank you for your explanation, jorgekmaker.

If you were self-excluded in the Malina casino previously, which is a casino under the same Malta license as LightCasino, there is not much we can do to help you recover your winnings.

Casinos under the same MGA license will not allow you to gamble if you are self-excluded in one of them due to gambling problems.

Since the amount they already paid you is more than your deposit in the casino, it will be impossible for us to confront the casino in the matter.

Please let me know if there are any circumstances I overlooked, otherwise, I will reject the complaint.

I'll await your reply.

Dear jorgekmaker,

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.