Lucky Wolf Casino - Player’s account is closed and funds are withheld.

Hi guys,

I have been enjoying luckywolf casino for the last 2 or so months.

I have an account with a certain email, I lost access to that email so I created a new account.

Due to the fact that I logged in to my luckywolf account using my old email to check if I had any funds in there I am "not telling the truth".

I had a good session last night and I won nicely.

I used TRX to withdraw 3 times during the session to secure my profits.

I woke up this morning to see that my funds hadn’t arrived.

I reached out to support and they said I entered a certain address to withdraw which wasn’t the address that I actually used.

I finally got through to support and they said my account is on hold due to possible fraud.

I then try and login to my account only to find out it is suspended.

They say I violated their terms of service by having "multiple accounts", I have been depositing on my new account since I lost access to my old email.

This is such a shady move by LuckyWolf.

They also state that I withdrew more than I deposited as a reason for the suspension which is the entire point of gambling?

If you are from South Africa (like myself), LuckyWolf is enticing for Hacksaw games, I don’t think it’s worth playing on LuckyWolf (a crypto casino) if you thought you were gambling in a decentralised way.

All I want is my money that I won.

I never cheated/gamed the system, I just wanted to gamble and have a good time (and I won).

Casino’s like LuckyWolf aren’t worried about reviews like this, I just lost a lot of money that I actually won and they took that away from me.

This is my last response from them "We can not stop you from do whatever you feel you must do but make sure to tell also everyone the reason, because we have players that withdraw thosands and paly every day but they are doing it without breaking any policy".

Shouldn’t this be illegal or something?

How can they just withhold money?

Dear dario1,

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

Please understand creating multiple accounts is considered against the rules in most online casinos. In such cases, casinos may withhold your balance. If you did so deliberately, we might not be able to assist you.

1.11 In the event that you open or make an attempt to open multiple Member Accounts for any reason, we reserve the unilateral right to suspend or terminate any or all of these accounts at our discretion. Additionally, we may retain any funds or winnings found across accounts that appear to be duplicate or multiple, also at our discretion.

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

• Have you accepted bonuses, such as welcome bonuses on both of your accounts?
• Have you contacted casino support when you couldn't access your email and asked for assistance? What response have you received?
• Was either of your account verified?

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.