The player from the Netherlands requested a withdrawal from LuckyPays.io, but his account had been blocked without explanation, and customer service remained unresponsive. He had made multiple attempts to resolve the issue but was unable to access his funds. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player after multiple inquiries, which led to the closure of the complaint.
Lucky Pays Casino - Player’s account is closed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €4,000
Lucky Pays Casino
Safety Index:Very lowCase summary
Discussion
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6 months ago
Hello,
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 - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the 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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Hello Kristina,
-I played slots
-My account was verified. I did passed the id check already a long time ago.
-It was not a bonus.
Thank you for your help.
Kind regards,
Sven
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6 months ago
Thank you very much for your reply. Do I understand correctly that the casino hasn't replied to your messages regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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6 months ago
Dear Svenjohan,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
