Lucky Circus Casino - Player’s account has been closed after winnings.

I was betting here won 300 was given congratulations on my winnings ask a day later how’s my winnings coming said another 24 hrs 48 went by I tried to log in my account was closed nothing they said need new password I tryed 3 different ones won’t let me in

Dear Hammer54,

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. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi no bonus , played jokers jewel ,told me my email and other info was accepted they sent me a text for a new password tryed three times again to get in and nothing accepted

Thank you very much for your reply, Hammer54. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes I sent did you get them

Yes, I received them, but I was hoping for a conversation between you and the casino regarding the issues with accessing your casino account. So far I only received emails that look like promotional emails or automatic messages sent to you by the casino.

Dear Hammer54,

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.

Going to rcmp again they have all my texts they see something wrong here getting a file number let all know on web what’s going on how a 70 year old got ripped off I gave you everything let’s see how word of mouth affects them it bull you know it I know it

Thank you very much, Hammer54, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Hammer54!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

I asked for my deposit back no answer completely cut me off

Hi Team,

Player was informed via Email - Account was closed due to Multi Accounting - both accounts had deposits and bonus was used . Player was advised to use his original account only which is active.

Thanks,

They are lying they never said a word I had 1 account I never ever used 2 like they said I do like to jump from game to game but with no bonus I should be able to play any game I want with my own money I sent you all back and forth chats did you see anything mentioned

Lucky Circus Casino, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Without proof it is impossible for us to reject the complaint without it.

Hi Pavel,

Seems the mail address is not correct - we tried to send you all .

Can you provide the correct one ?

In the meantime I closed the "original" account , the one you registered first Hammer and reopened the last one., restored the 300 CAD winnings as well but kindly do not register new accounts.

Thanks,

The e-mail is pavel.k@casino.guru

It is possible that you have pasted the dot at the end of an e-mail along with an address itself.

Thanks Pavel, I resent my Mail from earlier.

However this case should be resolved - winnings restored as an exception, new account reopened and old account diabled instead . Kindly note that any further account will be closed and winnings will be cancelled .

Everyone happy Friday and have a lovely weekend!

What does this mean

So what does this all mean

Hi,

That means you can log in to your account again and request the pay out. But please keep in mind that you did have another account with us.

Thanks for understanding.

So which account I still don’t understand they won’t let me sign in but I will give it a try

Hi ,

you managed to log in - kindly submit, upload the documents our verification team has requested and also kindly inform us here that the issue with the winnings were resolved.

Thanks and have a good Evening !

Yes I logged in with new password went to funds asked to withdraw went through said up to 48 hrs we will see hope so thank you

Thank you for your decision, Lucky Circus Casino!

Hammer54, we have received proof that you have indeed opened two accounts with the casino, however, we think that it was not intentional and you have just forgotten about the first account when opening the second. Please, be careful in the future and if you are not sure if you already have an account in a casino, it is always better to double-check with the support.

As I see from the casino's messages, you may be required to pass the verification process, which means you will need to submit some documents. It is needed for the fairness and transparency in every casino and I hope that you will not have any problems while verifying.

Please, let us know when you pass the verification process and receive your withdrawal so we can close the complaint as resolved!

Dear Hammer54,

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.