The player from Germany had her funds vanished from the account. We ended up rejecting the complaint because the player stopped responding to our messages and questions.
LightCasino - Player’s balance has disappeared.
Amount: €73,000
LightCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hey dear casino guru team,
yes you are reading right .. it's about 70,000 € that I won at the "relatively new" Casino Light Casino.
Briefly about how I got such a high balance:
I deposited € 200 + 100% non-sticky deposit bonus.
With Razor-Shark you won about € 5,000 on a € 5 stake on the 3 or 4 pushers.
Immediately afterwards placed on € 10 and won € 8,000 afterwards.
The bonus is canceled directly so that I can withdraw RAW.
Then a few wins here and there and I was quickly to € 15,000.
So far so good, I then left the money on it and started to pay out, at Light-Casino only € 500 per day possible and a maximum of 3 payouts at the same time.
Then after a week back in to pay off and thought "maybe there is something else" ..
With Tome of Madness on a stake of € 40 you won again about € 6000, then on € 50 about 10k etc.
Then I was around 30k and thought the RTP is so nice there has to be more.
So bought free spins at Mysterious Egypt for € 1,000 and won € 20,000 on the second bonus. So now it's already 50k.
At some point back in Tome of Madness to 50 € per spin and won something here and there but always stayed around 50k.
Then bought free spins at Sweet Bonanza for € 1,000 and won another € 20,000.
So now I was around 70k
You can imagine how happy I was .. Payouts came and there were no problems. Verification was done, everything was fine ..
On February 9th, 21st I gambled a bit at night (about 02:00 am) and was at about 73-74k and then I logged off again.
On 02/09/21 the evil awoke when I wanted to make my daily payment of € 500.
ALL outstanding withdrawals were canceled and my balance was down from € 73,991.20 to € 0.03.
I couldn't believe my eyes and went to the game history to check what was going on.
In the game history I was shown that I last played on 02/09/21 at around 02:00 and the balance of € 73,991.20 appears there last.
Totally adrenaline, I wrote to live support, who then left the chat because of an "Internet malfunction".
Then everything was written again and maintained in live support. The support employee then said I had gambled my entire balance away.
ps. Because of the whole phase, I was in the game history and watched whether something changed and made videos and photos of the course of the game.
Then I was informed that my account had to be blocked so that the course of the game could be sent to me (this was communicated to me on 02/09/21 at around 1:00 p.m.).
Shortly before my account was blocked I could see strange things happening in the course of the game, suddenly "undefined" was displayed above the balance and shortly afterwards I was logged out.
Some time later I received an email stating that my account had been blocked and that it was checked whether someone had unauthorized access to my player account, but this could be ruled out.
However, my account must still be blocked so that I can receive my game history (which I could see normally).
Now my questions to you:
-When I look at my game history, as far as I know, the latest games are displayed in real time with stakes and losses, wins.
Right?
- Is it normal for a player account to be blocked and it takes over 48 hours to send me my game history? (which I could see for myself as already described)
I don't want to paint the devil on the wall, but something is not going right here. I can't get rid of the feeling that the scores are being tinkered with, otherwise it wouldn't take 48 hours to send me scores.
Sorry that I had to go back a bit, but I wanted me to understand everything correctly.
I have now passed everything on to the MGA and written a detailed complaint.
For now, I have left out photos and videos because I am not sure whether I am violating the data protection regulations of Light-Casino. Otherwise I'll be happy to post them.
Thank you in advance for the help and LG.
Y ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Selina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if you have received any previous payments and confirm that you haven’t provided access to your account to anybody else? Is there any chance that you have saved your game history before your account got blocked?
By all means, any relevant communication and supporting evidence can be forwarded to petronela.k@casino.guru.
I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
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3 years ago
Translation
Hello, thank you for the quick response.
However, you can let us know beforehand whether you have already received payments
Yes, I have received withdrawals beforehand. However, payouts were often canceled due to an allegedly incorrect IBAN or errors in the IBAN. This happened about 2 times.
and confirm that you haven't given anyone access to your account?
Nobody except me had access to my player account.
Is there any chance that you saved your game history before your account was banned?
I made videos that show the entire course of the game up to the point in time when I last played.
Regards,
Selina
Automatic translation:
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3 years ago
Thank you very much, Selina, for your reply. Could you please forward any supporting evidence to petronela.k@casin.guru?
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3 years ago
Thank you very much, Selina, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Selina,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LightCasino to the conversation to participate in the resolution of this complaint.
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3 years ago
Dear CasinoGuru,
Thank you for contacting us regarding this matter.
We would like to notify you that the case has been reviewed by our team and further details will be provided in the reply below.
We have performed checks on the logins and the gameplay activity of this game account on our site.
Based on the above we do not see any reason to believe that the game account has been accessed by a third party.
Kind regards,
LightCasino Administration
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3 years ago
Dear LightCasino team,
Thank you for your reply. Could you please provide the player's game history? Please send it to my email address: peter.m@casino.guru.
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3 years ago
We would like to ask LightCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Peter,
We have the evidence ready to be provided to CasinoGuru, however, currently waiting for confirmation from you that you have received approval from the player to request such data.
Once we receive confirmation, we will proceed to send the email with evidence and explanation.
Best Regards,
LightCasino.com Administration
