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.

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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

Hello,

This is straightforward, the Netherlands is a restricted geo according to our license and ToS. On September 14th our support team asked for a refund address to refund the players deposits but the player has not responded to date with their address to receive a refund of their deposited funds.

Hello,

Thank you for your reply and for providing the additional information.

Could you please clarify the following?

• Were you physically located in Finland when you registered, deposited, and played at the casino?
• Have you ever accessed the casino from the Netherlands or used a VPN?
• Could you please provide proof of your Finnish residency, such as a recent utility bill, bank statement, or official document showing your residential address?

Dear LuckyAnon Casino representative,

Could you please clarify whether the decision to restrict the player's account was based solely on the Dutch phone number, or whether you have any other evidence that the player registered or played from a restricted jurisdiction?

Thank you very much in advance for your cooperation.

Best regards,

Attila

Hello,

Yes we have definitive proof of being located in a restricted region. We have emailed you the additional evidence.

Dear LuckyAnon Casino,

Thank you for your response.

Dear b100,

I still need your answers to my previous questions to assess the casino’s reason for restricting your account:

• Were you physically in Finland when you registered, deposited, and played at the casino?
• Did you ever access the casino from the Netherlands or use a VPN? If you used a VPN, please explain why.
• Please send proof of your Finnish residency, such as a recent bank statement, utility bill, or official document showing your residential address, to attila.g@casino.guru.

This information is necessary for me to assess whether the country restriction was applied correctly. Without your response, I may be unable to continue investigating your complaint.

Thank you for your cooperation.

Dear b100,

We are extending the timer by 6 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.