Lucky Spins Casino - Player's winnings are trapped due to blocked account.

Hello,

I have made an account on Lucky Spins Casino, made a deposit of 150 EUR and I have seen they are offering a 100% welcoming bonus for casino after I have read the terms and conditions of the bonus just in case so I don't make anything stupid and loose my money. I have started playing the game Extra Juicy, with a bet of 4.80 eur and I had win 960 EUR . After this, the casino has blocked my account and I am not able to access my money.

Dear annegirlmei19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Spins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you completed the wagering requirements of the bonus?
• Have you submitted any documents required for verification of your account?

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,

Tomas

No i didnt finish the wagering and no, i didnt send any docuemtns, but i can do it if requested!

Have you contacted the casino and asked for an explanation?

Have you received any explanation from the casino?

Please share if you received any news.

No, they just closed my account.

Hello?

Thank you very much, annegirlmei19, for your patience and for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 annegirlmei19,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Spins Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Spins Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hello Tomas and Anne,

I am hoping all is well with you.

Upon receiving the Casino Guru complaint and after a thorough investigation, our management team decided to reopen the account and credit the funds. 

We sincerely apologize for any inconvenience this has caused and we thank you for your patience. 

Players are our top priority, and we are here to help them with any inquiries they may have. 

Best regards,

Lucky Spins

Hello annegirlmei19,

Could you confirm if your account was reopened and the funds returned?

I'll be awaiting your reply.

Hello! Yesssss! Thank you a lot! It was worth the waiting with you guys! I ve made the withdrawal now and I ll post here after I have my money aswell! Thank you so much!!!!!!

Hello annegirlmei19,

Thank you for your response and the information provided.

Please, let me know once you receive the payment.

I am looking forward to your response.

Dear annegirlmei19,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.