LuckyAnon Casino - Player's account is restricted, delaying withdrawal.

I’m filing this complaint because LuckyAnon has restricted my account and I’m unable to withdraw my remaining balance of 3.77561504 ETH.

I deposited $100, claimed a 50% bonus, hit a big multiplier and won $10.000 and completed the wagering requirements. Before this happened, I was able to register, make multiple deposits, claim the bonus and play without any problems. The issue only came up when I tried to withdraw 3.70 ETH.

When I contacted support, they confirmed that the restriction was due to my Dutch phone number. I live in Finland for work, have a Finnish business phone number, and use my Dutch number privately. I can’t find anything in their Terms and Conditions stating that having a Dutch phone number alone is a reason to restrict an account.

I also don’t understand why I was allowed to deposit and play multiple times if this was a problem, only to have my account restricted when I wanted to withdraw.

Alex from support said he would check the matter internally and get back to me within 1–2 hours. Despite several follow-up emails, I still haven’t received a proper explanation.

I would appreciate Casino Guru’s help in getting a clear answer from LuckyAnon and resolving the withdrawal of my remaining funds. The amount that i've won initially has already been decreased to about $9200, due to me not being able to cash my money.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've experienced with your account and withdrawal.

Please allow me to ask you a few questions to better understand the situation.

• Could you please confirm whether you registered your casino account using your Finnish residential address and provided Finland as your country of residence?
• Have you completed the casino's identity verification (KYC) process? If not, have you been asked to provide any documents?
• Has the casino explicitly confirmed that your Dutch phone number is the only reason for restricting your account? Could you please provide a screenshot of this communication?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila