The player from France had deposited 800€ at Luck of Spins casino and won 4500€, but the casino subsequently blocked her account without explanation. She attempted to reach out for assistance but received no response. The Complaints Team engaged with the casino on behalf of the player; however, after multiple attempts to obtain a response, the casino failed to communicate. Consequently, the complaint was closed as ‘unresolved,’ and the casino's poor reputation was highlighted, discouraging future players from choosing Luck of Spins casino.
Luck of Spins Casino - Player's account has been closed unexpectedly.
Black points: 1,522
Amount: €4,500
Luck of Spins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.7
Luck of Spins Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 months ago
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4 months ago
Translation
Hello, I deposited around 800€ without any bonus and after several days, I won 4500€ at Luck of Spins casino. A few days later, they blocked my account without any explanation. I have sent dozens of messages with no response. That's it.
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4 months ago
Dear bencheikh261,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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4 months ago
Translation
Hello Dominica, yes I certify that my documents have been validated at luck of spins,, as for withdrawals they paid me 4 withdrawals of 500 € every week. Then they closed my account with 500 € in withdrawal and 4500 € in the account without any explanation and I specify that I refuse any bonus or free spins. Here I hope you can help me I really need it. Have a good day Dominica.
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4 months ago
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Hello Dominica, the luck of spins casino finally answered me yesterday 08/19 here is the answer 
Have a good day.
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4 months ago
Dear bencheikh261, thank you for the information provided.
Please update us on any developments regarding the account review.
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4 months ago
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Yes thank you Dominica, if I have any news I will let you know, have a nice day
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3 months ago
Dear bencheikh261,
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.
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3 months ago
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Hello Dominica, LUCK OF SPINS casino sent me this email today. I am forwarding it to you. I have not had any other contact with this casino. 
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3 months ago
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My player account at LUCK OF SPINS is still closed and they have not made any payment to me. Thank you
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3 months ago
Thank you very much, bencheikh261, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Dear bencheikh261,
My name is Katarina, and I will be assisting you in solving this case.
I will now contact Luck of Spins Casino outside this complaint thread and let you know any new information once I receive it.
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3 months ago
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.
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2 months ago
Hi bencheikh261,
I wanted to inform you that since Katarina, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Katarina possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted.
Thank you for your understanding and continued patience.
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2 months ago
Dear bencheikh261,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
As you might know, Luck of Spins Casino received a ‘1.8 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.
The casino can reopen this complaint anytime.
