Lucky Draw Casino - The player's unable to access his account.

You have shut yourself down to Australia players after months of playing and taking our money and then keeping what is in our accounts because we can’t access it

we deserve our balances returned

Hello Wilma19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Draw Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Since when is your country restricted? What was your account balance when they blocked the access? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi

my account has been active august of 2022

i hadn’t played it for a few months went back in at the start of January 2023 and have made a few deposits totaling 550.00 and then a message appeared saying they couldn’t support my jurisdiction

my balance was between 700.00 and 800.00

the only time messaging to casino was verification of my account

thanks Melanie

account Wi*****

Hello Wilma19,

Can you please advise since when is your account closed? Did you ever contact the casino regarding the refund of your remaining balance? If yes, what did they respond?

Hi

access to the app was changed last week to a different name

there is no way to access them it took three days to to find this on the search engine

melanie

Thank you Wilma19 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rushman2480,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know previously we had good communication with the casino and we were able to sort out most complaints, but this has recently changed. In fact, I didn't receive any response from them at all and they ignored all my messages and it looks like the casino has closed entirely. I will still try to contact the casino to shed more light on this matter.

We would like to invite Lucky Draw Casino to join the conversation.

Dear Lucky Draw Casino

Can you please provide more information regarding the player's blocked account? Why haven't you returned the available balance to the player prior to your closing?

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.

Dear rushman2480,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,