The player from Germany had his winnings from bonus play cancelled and account closed. He asked for a withdrawal before he finished the wagering requirements. Therefore we rejected this complaint.
Lucky Luke Casino - Player’s winnings from bonus play have been confiscated and account closed.
Amount: €400
Lucky Luke Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
After completing some bonuses and completed wagers, my account was simply blocked and the payments were refused. The support does not answer. Lousy fraud.
Automatic translation:
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4 years ago
Dear Erik,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you verify that you have completed KYC verification successfully in the past and finished wagering requirements for the redeemed bonus? Have you received any explanation from the casino? Please post it here when replying or forward it to petronela.k@casino.guru. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela,
thank you for the message. I initially contacted the online support on the website because I could no longer log in. Without warning, without email or any other message. When I try to log on to the website the following appears: Login failed! System error!
Support told me that my account was suspected of money laundering. I asked how you would come up with it and I was told to email them. I already did this on February 17th, 2020 and received the following answer:
"Dear Erik,
Thank you for contacting our casino.
I hope you find this email as you wish.
Regarding your last email, we would like to inform you that your account is under investigation. You will be informed by email as soon as the process is complete. If you need help, do not hesitate to contact us, we are available around the clock, have a nice day;
Sincerely yours;
Bella Star (translated with google) "
A few days later I received a new email with the invitation for further deposit bonuses etc. ... I then reported again why I would get something like this but I could not log into my account and my payments were pending. (Multiple payouts are open)
The site attracts customers with several bonuses. I verified myself on the site just like other providers and they stole my data and my money! Since someone apologized that I still get advertising, no one has answered my request.
Thank you for your help.
Erik L.
Edited
Automatic translation:
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4 years ago
Thank you very much Erik for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Thank you very much Erik for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello,
After verification of the account it turns out that no bonus has been completed, no wager has been completed either (documents have been sent to casino guru).
As far as blocking your account is concerned, this is due to our terms of use: 15. ANTI-MONEY LAUNDERING
We take these kinds of cases very seriously (documents have been sent to casino guru).
Regards,
Sheriff
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4 years ago
Translation
Unfortunately, this is simply a lie away. How do you think I'm doing money laundering? It has to come from somewhere. You are just a fraud. You don't let me into my account so that I can check every deposit myself. I made more than one deposit. That's right, but I also wanted to make a payment several times. What you are holding back now. This is cheating, nothing more.
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