Lucki Casino - Player's winnings have been confiscated.

I deposited £25 won £175. Tried to withdraw £200 but was only refunded my deposit of £25. All emails I sent have gone ignored. I literally have been robbed.

Dear kchoudhury78,

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

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

• Could you please advise how long you have been a player of the casino and when exactly your account was blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Have you completed account verification?
• Did you achieve your current balance with the help of a bonus? 
• Did the casino justify its decision citing any rules?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thank you for your reply. You will have to bear with me a little. I will have to go through deleted emails. I do not keep them. Thanks. Every time I went on chat I always got the same response. They would be InTouch. This NEVER happened.

Hello. I've uploaded the email from lucki casino. This is the only email I received. And it's just to notify me that they closed my account. I did not receive any bonus. I won on the slot machine big bass vegas. I was a player for less than 48 hours. I did pass verification . Thank you.

Thank you very much, kchoudhury78, for providing the necessary information. I will now transfer your complaint to my colleague  Adam (adam.m@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.  

Thank you Tomas. Much appreciated 👍

Hello kchoudhury78,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucki Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucki Casino,

Can you please explain what has happened to the player's account and winnings?

Kind regards,

Adam

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.

Thanks Adam. I do NOT believe they will reply. They need closing down permanently. They literally robbed me of my winnings.

Hello kchoudhury78,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without their cooperation. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam