LuckyBird Casino - Player's account has been closed and deposit is confiscated.

Good day,

About a month ago, my account was blocked, and I was accused of breaking the terms and conditions. I played in both the casino and the sports section. I have only one account at this casino.

I deposited an amount of 1000 PLN and managed to win 1500 PLN.

I would like to recover the deposit I made. I have tried to negotiate with the casino regarding the payout of this deposit. I sent the documents requested by the casino; however, in the end, the casino stated that they are unable to send me back my deposit. This is against the terms and conditions, as the casino can only deprive players of their winnings.

Attached below is a picture.

Dear kaczka381,

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. 

• Did you accumulate your winnings with or without an active bonus?
• Have you been informed about the reason for the account closure?
• Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Yes, I had a bonus of 500 PLN

I deposited 1000 PLN, I won 1500 PLN

I found out about the closure of the account from the manager who tried to help me get my deposit back,

The reason for closing the account was very unclear to me, as I was accused of creating an advantage over the casino.

I would really like to get my deposit back, because the regulations clearly state that the casino has no right to take the deposit, only the winnings.

I feel cheated by the casino, so I kindly ask for help in this matter.

The manager told me to contact her after a month to see if she could unblock my account, but she couldn't, so I wrote to her to pay the deposit, which was PLN 1,000.

I am not in a positive position in the casino, I lost a large amount of money in this casino, but the casino does not even want to pay me this one deposit, even though I made a lot of deposits before

Dear kaczka381, thank you for the information provided.

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Have you been able to get your deposit back?

This is exactly the problem, the casino does not want to unblock my account so I can withdraw my deposit and the casino regulations do not allow taking deposits

I tried to solve the problem by phone with the manager, I only exchanged a few messages,

The casino was initially willing to pay me the deposit because it requested verification of the deposit, but the next day it stated that it could not do it.

Did you manage to contact the casino in any way?

Thank you very much, kaczka381, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Okay, thank you, I kindly ask for an answer on this matter.

Hello, kaczka381,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyBird Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Has anything of his balance/disputed funds been confiscated, or, can he expect a refund of his deposit? If so, what is the estimated time frame for processing the refund?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? Is there a justified reason for his deposit confiscation? Or, is it possible he spent it and the disputed amount represents only winnings from the bonus?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you and I kindly ask you for help

I hope that at least one casino will be at least a little honest and at least return my deposit.

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.

Is there really no one from the casino willing to respond to this complaint?

Dear kaczka381,

Unfortunately not, and therefore, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao Interactive Licensing) and submit a complaint directly to the regulator. You can find more about the regulator's process HERE, and general information about complaint processes in our article HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru