Lucky Creek Casino - Player's account has been blocked.

I had a $20 referral bonus I played and surprisingly ended up winning. I was at 240 but had to forfeit the $20 bonus which left $220. I tried to withdrawal it and it said there was a $20 fee to do so. Okay, fair enough i thought and continued on. They had me upload pictures of my id and they had me put all my bank account information etc. I have a screenshot of the winning withdrawal confirmation screen as well. Now it's 2 days later and still no deposit so I go to log into my account and what a shocker I'm now all of a sudden locked out of my account. I call the support number and they ended up hanging up on me. I've tried to email multiple of the emails they have on their webpage and it keeps coming back as not a valid recipient. So basically these people took all my information and now locked me out and won't give the reward.

Dear comafuer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have not received any confirmation regarding successful verification? Have you made any successful deposits before the casino blocked your account?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

There isn't much communication. I have the withdrawal confirmation and then I have the email they sent about the withdrawal and uploading my email and that's it because they wouldn't respond to my messages but I'll upload those as well. I'll also attach the email of me trying to contact the complaint email and it coming back as an invalid address. Besides that I spoke on the phone once and got hung up on.

Thank you very much comafuer for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you, I appreciate your time

Hello, comafuer,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lucky Creek Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky Creek Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get her account unblocked and verified? When can she expect the payment?

Thank you in advance for providing the information.

This was a referral bonus...

Please read the above

And how does that change the player's situation? Questions from my previous post were not answered.

I have already requested information on the above player.

Seems that there is more to this, as they don't just block player accounts...

I'll revert back asap..

Colin

There isn't more to this. I literally requested to withdraw my winnings and when the deposit still hadn't came 2 days later I tried to log in again and was locked out. But yes please check in and get back. Because it's highly suspect that they took my bank account information and then locked me out of my account.

Greetings all,

Dear Colin and Lucky Creek Casino Team,

Once you have any news, please inform us.

We are looking forward to hearing from you soon.

We would like to ask Lucky Creek Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, or if we are not provided with any relevant information or data, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear comafuer,

Unfortunately, since we have not received any further response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by (Antillephone N.V., Curacao) and submit a complaint directly to the regulator. It is possible to do it using their email contact, certria@gaminglicences.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru